Description<\/p>\n
Job Purpose<\/p>\n
\tThe 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.\u00a0<\/p>\n
Key Performance Areas:<\/p>\n
\tDelivered Guest Relations Plan\u00a0
\n\tDevelop guest relations objectives and deliverables in line with business unit strategy
\n\tFacilitate the communication and implementation of customer experience deliverables for the hotel
\n\tConduct risk analyses i.t.o impact on short term profit margins\u00a0
\n\tProvide clear delegation of authority and accountability for deliverables\u00a0
\n\tCollaborate with the rooms management to complete a competitor analysis and benchmarking of customer services and product offerings in property catchment areas including pricing comparisons
\n\tProvide input and motivate new product and service enhancements
\n\tManage and allocate people and operational resources \u00a0
\n\tCommunicate plans relative to promotions to relevant staff and stakeholders within the unit
\n\tDevelop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butler services, etc.\u00a0
\n\tAct as the point of contact for event organisers and facilitate the co-ordination and management of site inspections, educationals and special events
\n\tManage the online reputation for the business unit \u2013 monitoring platforms such as \u00a0TripAdivor; Booking.com, and ensuring that guest feedback (good or bad) is recognized and responded to
\n\tReview and manage customer feedback received via various channels e.g. Inquba respond to good or bad customer feedback<\/p>\n
Shift Management<\/p>\n
\tPut in place staff scheduling and duty allocations to ensure maximum coverage
\n\tHandle shift briefings \/ handovers \/ shift reports\u00a0
\n\tManage staff appearance and floor appearance\/ functioning of equipment and systems for the outlet\u00a0
\n\tProvides feedback and reports back to management on challenges being experienced on the floors
\n\tManage the control of stock and operating equipment as per SOP\u00a0<\/p>\n
Completes shift reports<\/p>\n
\tFacilitate the preparation of welcome letters\/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers\/cake)
\n\tMeet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences<\/p>\n
Guest Relations Standards & Governance<\/p>\n
\tMonitor Guest Relations standards and processes\u00a0
\n\tAlign practices with new legislative compliance, including regulations around health, hygiene, safety and the environment
\n\tImplement sufficient control measures against standards (including systems and processes) & checks within each outlet to mitigate any risk to the business.\u00a0
\n\tConduct quality assurance around customer experiences, including courtesy calls
\n\tConduct 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
\n\tWork with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these\u00a0<\/p>\n
People Management\u00a0<\/p>\n
\tManage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures\u00a0
\n\tIdentification of employee training needs\u00a0
\n\tPerform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
\n\tMonitor adherence to SOPs including conducting of quality assurance calls
\n\tManage employee relations and disciplinary processes (when necessary) within the department
\n\tFacilitate staff communication and motivation
\n\tPerform and document performance contracting, reviews and development discussions
\n\tProvides resources and removes obstacles \u00a0to performance\u00a0
\n\tRecruit and resource for talent for positions within the department
\n\tOnboard new staff members in the department<\/p>\n
Budget management\u00a0<\/p>\n
\tDevelop and manage the guest relations budget for the hotel including:
\n\tBudget
\n\tCapex<\/p>\n
Cost management<\/p>\n
\tFinancial reporting for the function including reporting on campaigns and guest relations initiatives<\/p>\n
Customer Experience Management<\/p>\n
\tEnsures that guests are treated with courtesy and respect at all times\u00a0
\n\tInteract with guests and provide professional service standards and solutions
\n\tHandle any escalated complaints, disputes and suggestions as required
\n\tEngage 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\u00a0
\n\tInteract and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
\n\tConduct staff training on product knowledge \/ promotions (including promotion information, functions, facilities, opening times of restaurants; activities;\u00a0
\n\tCompile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP\u2019s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
\n\tProvide post-mortem feedback with regards promotions to ensure these are always relevant and effective
\n\tShift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
\n\tFollow 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\u00a0<\/p>\n
Requirements<\/p>\n
Education<\/p>\n
\t3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level\u00a0<\/p>\n
Experience<\/p>\n
\tMinimum of 7 years\u2019 experience with 3 years in a management position in the hospitality industry\u00a0
\n\tPrevious experience in duty management is an advantage\u00a0
\n\tWork conditions and special requirements
\n\tAbility to work shifts that meet operational requirements (including public holidays, night work and weekends)
\n\tPhysically able to stand for extended periods of time<\/p>\n
Skills and Knowledge<\/p>\n
\tCorporate & industry knowledge
\n\tQuality Assurance
\n\tProduct knowledge & standards \u2013 rooms, facilities, promotions, etc.
\n\tAdvanced written and verbal communication skills
\n\tProficiency in MS Office Suite, Opera \u00a0
\n\tBusiness Acumen
\n\tFinancial Acumen
\n\tReport writing
\n\tContract management
\n\tKnowledge and application of legislation relating to Safety, Health and the environment
\n\tTeam Planning
\n\tKnowledge of an additional International language is an advantage\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( https:\/\/www.suninternational.com\/ ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Sun International","_company_website":"https:\/\/www.suninternational.com\/","_company_tagline":"The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well loc... read moreated casinos, and some of the world\u2019s premier resorts. Our destinations offer experiential luxury, enduring quality and incredible adventure, supported by an authentic dedication to personal service. Today, Sun International is one of Africa\u2019s largest tourism, leisure and gaming groups and operates or has an interest in a total of 18 resorts, luxury hotels and casinos. Our entry into Latin America began in Chile in 2008 and has been a success story for the Group, giving us the track record and confidence to look for more opportunities that offer gaming opportunities in the region. Sun International\u2019s Latin American portfolio (Monticello Grand Casino in Chile, the Ocean Club Casino in Panama and the Sun Nao Casino in Colombia) has now been merged with the casino and hotel portfolio of Chile-based leader in the gaming and entertainment industry, Dreams SA, making it the largest gaming company in Latin America with operations in Chile, Peru, Colombia and Panama. Our approach has been to differentiate our hotels, resorts and casinos in architecture, service, experience, location and the mix of entertainment and activities. Creating lasting memories for our guests and customers is a core part of our DNA. We\u2019ve created some the world\u2019s most iconic hotels from The Palace of The Lost City at Sun City to The Table Bay Hotel in Cape Town. The creative architecture of these properties and the blending of their designs with their local environment make each property unique. We are committed to the development of all our employees and we make sure that equal opportunities and economic empowerment form the backbone of our human resource practices. 6 Sandown Valley Crescent, Sandton Gauteng, South Africa","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":["post-12549","job_listing","type-job_listing","status-expired","hentry","job_listing_region-western-cape","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/12549","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=12549"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=12549"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=12549"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}