What are the responsibilities and job description for the Guest Relations Manager position at Sun International?
Job Purpose
The Guest Relations Manager is responsible for the monitoring, team management and delivery of a welcoming customer experience at the 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 Unit Rooms 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 and strategies to relevant staff and stakeholders within the unit
Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butlering services, etc.
Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property.
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
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 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
PIP forecast
Capex
Cost management
Financial reporting for the function
Financial 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 SI 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, etc.)
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.
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 **
Skills And Knowledge
Analytical skills
Attention to detail
Reviewing / evaluating information and data
Decision-making
Planning
Influencing & Advising skills
Emotional resilience
Dealing with Customers (including dealing with conflict)
Networking and relationship building
Innovation & continuous Improvement
Motivating others / gaining co-operation
Training; coaching; keeping abreast of new developments in field.
Problem-Solving
People management
Corporate & industry knowledge
Quality Assurance
Rooms Product knowledge & standards.
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
Equity
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.
POPI STATEMENT
Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.
#TM
The Guest Relations Manager is responsible for the monitoring, team management and delivery of a welcoming customer experience at the 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 Unit Rooms 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 and strategies to relevant staff and stakeholders within the unit
Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butlering services, etc.
Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property.
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
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 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
PIP forecast
Capex
Cost management
Financial reporting for the function
Financial 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 SI 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, etc.)
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.
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 **
Skills And Knowledge
Analytical skills
Attention to detail
Reviewing / evaluating information and data
Decision-making
Planning
Influencing & Advising skills
Emotional resilience
Dealing with Customers (including dealing with conflict)
Networking and relationship building
Innovation & continuous Improvement
Motivating others / gaining co-operation
Training; coaching; keeping abreast of new developments in field.
Problem-Solving
People management
Corporate & industry knowledge
Quality Assurance
Rooms Product knowledge & standards.
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
Equity
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.
POPI STATEMENT
Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.
#TM