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Website Sun International
Job Description:
Reporting to the Front Office Manager, the successful incumbent will be responsible to oversee all facets of the guest experience in the Hotel as well as manage and monitor the day to day operations and activities of all employees in Guest Services, Concierge/Porters and the Transport department. The incumbent is also responsible to ensure that internal (SOP) and external (grading) standards and procedures are continuously achieved and services provided are professionally executed.
Job Responsibilities:
- Monitor Guest Relations standards and processes
- Communicate plans relative to promotions to relevant staff and stakeholders within the unit
- Align practices with new legislative compliance, including regulations around health, hygiene, safety and the environment
- Manage and allocate people and operational resources in terms of front of house activities
- Implement sufficient control measures against standards (including systems and processes) & checks within each outlet to mitigate any risk to the business.
- Provide clear delegation of authority and accountability for deliverables
- Develop and facilitate personalised plans for unique customer requirements, including butlering services, etc.
- Provide input and motivate new product and service enhancements
- Team management of the guest relations team
- 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
- Facilitate the communication and implementation of customer experience deliverables for the hotel
- Handle any escalated complaints, disputes and suggestions as required
- Conduct quality assurance around customer experiences, including courtesy calls
- Develop guest relations objectives and deliverables in line with Unit Rooms strategy
- 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
- Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
Job Requirements:
- Ability to maintain excellent standards and service levels
- Knowledge of relevant hygiene, health and safety requirements
- Ability to work shifts i.e. weekends , public holidays and as per operational requirements
- Computer literacy essential – MS Office and Opera, (Midas and Kronos experience – an added advantage)
- Strong administration, planning and organisational skills
- Ability to maintain excellent standards and service levels
- Ability to work well under pressure;
- Excellent grooming and professional appearance
- Positive and helpful attitude to guests and fellow employees
- Rooms Product knowledge & standards
- Proven ability to handle conflict situations
- Excellent verbal and written English communication skills
- Problem solving skills
- Excellent leadership and people-development skills
- Financial and Business Acumen
Qualification & Experience:
- Previous experience in duty management is an advantage
- Minimum of 7 years’ experience with 3 years in a management position in the hospitality industry
Job Details:
Company: Sun International
Vacancy Type: Full Time
Job Location: Cape Town, Western Cape, SA
Application Deadline: N/A
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