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