A luxury, well established 5 star hotel located in the Cape Town CBD is looking to employ a Guest Services Manager to join their team. Reporting to the Front Office Manager, the successful candidate 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.

Requirements:

• Matric
• Recognised Hotel School Qualification
• At least 3- 5 years` experience in a large 5 * hotel environment in a similar position
• MS Office and Opera proficient(Midas and Kronos is advantageous)
• Ability to maintain excellent standards and service levels
• Excellent leadership and people development skills
• Strategic thinking and implementation ability
• Excellent verbal and written English communication skills
• Ability to handle conflict situations
• Strong administration, planning and organisational skills
• Ability to work shifts in a high pressured environment
• Knowledge of relevant hygiene, health and safety requirements
• Excellent grooming and professional appearance

Responsibilities:

• Responsible for the running of all front of house tasks
• Co-ordinating the check-in process as well as developing programs for special services
• Ensure 5* service is provided to all guests at all times
• Ensure guests are met as per required standard
• Responsible for handling guest feedback and monitoring guest feedback scores
• Ensuring that staff are trained and equipped to resolve issues and queries
• Oversee and handle the customer complaints and queries process
• Maintain a high quality service oriented environment at all times through conducting checks
• Inform all staff of daily activities regarding VIP arrivals, groups and repeat guests
• Check accommodations and ensure special requests are adhered to
• Be aware and able to enforce all Health & Safety procedures
• Remain up to date with new procedures and training