Upmarket hotel in Franschhoek requires a guest liaison manager to perform contact between the guests and the service provided. The position also co-ordinates all group and exclusive use bookings but primarily it is a role that requires a high level of guest contact, good communication with team members to ensure follow through on requests and arrangements and taking a host management role as require along with the other member of the management team

Qualifications / Experience
? Worked in 5 star establishment
? Experience of function enquiries’ and answering
? Experience in Duty Management
? Fluent in English and Afrikaans

Behaviours and Skills
? Great planning and organising skills with the ability to finish tasks
? Hands on approach
? Sensitive to cultural issues/ patient with team members
? Highly sociable and confident when meeting new people and able to entertain / host
? Understands the concept of under promising and over delivering
? Confident and able to react swiftly in coming up with solutions to challenges
? Anticipating guests needs and facilitating the small touches that enhance the guest experience
? Understanding of the overall hotel operation, implications and impacts of decisions made in each department
? Sense of ownership and pride for the guest experience
? Good eye for detail and the special touches required
? Flexible attitude and willing to take on tasks as necessary
? Able to interact with guests and behave appropriately
? A sense of fun and understanding of the company way of doing things

Duties
To be in charge of organizing all group events prior to arrival.
To plan with the appropriate HoDs and Deputy GM to arrange transfers, menus, entertainment and special requirements/ requests
? To liaise with suppliers regarding activities and entertainment.
? To assist in room checks prior to guest’s arrival when needed
? To ensure that public areas are kept “guest ready” at all times and are regularly serviced and tidied
? To Assist with meeting and talking to guests every day to check for satisfaction level
? To help resolve any guest problem quickly, efficiently ensuring that the necessary team members and management are aware of the issue and your actions
? Build positive relationships with guests through effective contact and communication
? Regularly review guest feedback in conjunction with HOD’s and the GM and Deputy GM, and react as necessary
? Take prompt action to deal with complaints according to company policy
? Carry out show rounds as required and ensure that any other individuals tasked with this does so to property standard.
? Carry out host/duty management shifts to property standard and support the team as required.