Description
Job Purpose
The Guest Relations Manager is responsible for the monitoring, team management and delivery of a welcoming customer experience at the Front Desk / Concierge, Porte Cochere and across the hotel operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.
Key Performance Areas:
Delivered Guest Relations Plan
Develop guest relations objectives and deliverables in line with business unit strategy
Facilitate the communication and implementation of customer experience deliverables for the hotel
Conduct risk analyses i.t.o impact on short term profit margins
Provide clear delegation of authority and accountability for deliverables
Collaborate with the rooms management to complete a competitor analysis and benchmarking of customer services and product offerings in property catchment areas including pricing comparisons
Provide input and motivate new product and service enhancements
Manage and allocate people and operational resources
Communicate plans relative to promotions to relevant staff and stakeholders within the unit
Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butler services, etc.
Act as the point of contact for event organisers and facilitate the co-ordination and management of site inspections, educationals and special events
Manage the online reputation for the business unit – monitoring platforms such as TripAdivor; Booking.com, and ensuring that guest feedback (good or bad) is recognized and responded to
Review and manage customer feedback received via various channels e.g. Inquba respond to good or bad customer feedback
Shift Management
Put in place staff scheduling and duty allocations to ensure maximum coverage
Handle shift briefings / handovers / shift reports
Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
Provides feedback and reports back to management on challenges being experienced on the floors
Manage the control of stock and operating equipment as per SOP
Completes shift reports
Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences
Guest Relations Standards & Governance
Monitor Guest Relations standards and processes
Align practices with new legislative compliance, including regulations around health, hygiene, safety and the environment
Implement sufficient control measures against standards (including systems and processes) & checks within each outlet to mitigate any risk to the business.
Conduct quality assurance around customer experiences, including courtesy calls
Conduct weekly walkabouts of all front of house and back of house areas to monitor housekeeping and aesthetic appearance of all guest areas, including conducting room checks
Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these
People Management
Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
Identification of employee training needs
Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
Monitor adherence to SOPs including conducting of quality assurance calls
Manage employee relations and disciplinary processes (when necessary) within the department
Facilitate staff communication and motivation
Perform and document performance contracting, reviews and development discussions
Provides resources and removes obstacles to performance
Recruit and resource for talent for positions within the department
Onboard new staff members in the department
Budget management
Develop and manage the guest relations budget for the hotel including:
Budget
Capex
Cost management
Financial reporting for the function including reporting on campaigns and guest relations initiatives
Customer Experience Management
Ensures that guests are treated with courtesy and respect at all times
Interact with guests and provide professional service standards and solutions
Handle any escalated complaints, disputes and suggestions as required
Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring hotel as the brand of choice
Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities;
Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP’s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience
Requirements
Education
3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level
Experience
Minimum of 7 years’ experience with 3 years in a management position in the hospitality industry
Previous experience in duty management is an advantage
Work conditions and special requirements
Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
Physically able to stand for extended periods of time
Skills and Knowledge
Corporate & industry knowledge
Quality Assurance
Product knowledge & standards – rooms, facilities, promotions, etc.
Advanced written and verbal communication skills
Proficiency in MS Office Suite, Opera
Business Acumen
Financial Acumen
Report writing
Contract management
Knowledge and application of legislation relating to Safety, Health and the environment
Team Planning
Knowledge of an additional International language is an advantage
go to method of application »
Apply via company website ( https://www.suninternational.com/ ) or
