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  • Guest Services Manager - Cape Town - Kerzner International

    Kerzner International
    Kerzner International Cape Town

    1 week ago

    Default job background
    Tourism / Travel / Hospitality
    Description

    At One&Only, we create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With a chic yet unstuffy atmosphere, and a meticulous yet warm team, we seek to exceed our guests' expectations at every turn.

    We are set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands. Our unique South African charm is one of our most valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations.

    Job Summary

    The purpose of this position is to assist guests prior to arrival, during their stay and post departure with anything they may need. The Guest Relations Manager builds and maintains good relations with guests, VIP guests and colleagues alike.

    This role supports the Front Office and Guest Services team in offering the highest level of customer service. It requires attending various Resort affiliated functions, supporting all property operations, and ensuring the highest level of hospitality and service are provided.

    Key Duties and Responsibilities

    1. Check arrivals ahead of time, corresponding room specific requests and guest preferences and ensure preferences are offered.
    2. Oversight of the VIP and repeat guest coding and amenities.
    3. Maintain Guest Profile notes in Opera.
    4. Manage day-to-day operations, ensuring quality, standards and meeting the expectations of customers on a daily basis.
    5. Maintain focus on all VIP guests, creating itineraries with the assistance of our Concierge desk and Transport desk.
    6. Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
    7. Meet and greet guests on arrival.
    8. Record guest issues in the Glitch tracking system and Opera.
    9. Review comment cards and guest satisfaction results through Market Matrix.
    10. Ensure Leading Quality Assurance Standards are adhered to.
    11. Correspond with Agents regarding guest's arrival and departure experience, reporting any issues.
    12. Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
    13. Maintain high visibility in public areas during peak times.
    14. Provide immediate assistance to guests as requested.
    15. Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email or in person.
    16. Analyze information and evaluate results to choose the best solution and solve problems as quickly and efficiently as possible prior to guest departure from the Resort.
    17. Inform and/or update executives, peers and subordinates on relevant information in a timely manner.
    18. Maintain strong working relationships with all departments to support property operations and goals and expedite resolution of any problems that may arise through general operation of the property.
    19. Communicate any variations to established norms to the appropriate department in a timely manner.
    20. Participate as needed in investigation of employee and guest accidents.
    21. Utilize interpersonal and communication skills to lead, influence and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
    22. Encourage and build mutual trust, respect and cooperation among team members within the Resort.
    23. Serve as a role model to demonstrate appropriate behaviours.
    24. Develop specific goals and plans to prioritize, organize and accomplish work.
    25. Support handling complaints, settling disputes and resolving grievances and conflicts, or otherwise negotiating with others.
    26. Assist with energy conservation efforts by monitoring compliance during property tours.
    27. Support implementation of customer recognition/service program, communicating and ensuring process.
    28. Ensure compliance with all policies, standards and procedures.
    29. Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire etc.
    30. Understand and comply with security, health and safety policies and procedures.
    31. Provide services above and beyond for customer satisfaction and retention.
    32. Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and individual coaching when needed.
    33. Intervene in any guest/employee situation as needed to ensure integrity of property is maintained, guest satisfaction is achieved and employee wellbeing is preserved.
    34. Be confident in decision making and be confident enough to get involved with service and delivery thereof.
    35. From time to time complete the VIP Traces report if and when required.
    36. Check all VIP & Repeat guest rooms and amenities, in accordance with the VIP Traces report, prior to guest arrival.
    37. Serve as a leader in displaying outstanding hospitality skills.
    38. Duty Management role will include liaising with residents & non-residents obtaining feedback on the hotel.
    39. Fulfil role as Hotel Duty Manager, spending time in all F&B outlets and lobby especially during peak business periods.
    40. Set a positive example for guest relations.
    41. Empower employees to provide excellent customer service.

    Education or Certification

    1. Minimum two years working in a luxury, or boutique hotel guest services department.
    2. Diploma in Hospitality Management preferred.
    3. Mature and well-travelled person preferred.
    4. Must be able to work weekends and shifts.
    5. Excellent written and oral communication skills required.
    6. Strong leadership skills and interpersonal communication skills.
    7. Must be fluent in verbal and written English.
    8. Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
    9. Excellent listening and comprehension skills required.

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