Job Description

Our client in the hospitality industry is looking to hire an Executive Floor Manager to join their team based in Rustenburg.

Responsibilities:

• Leading the planning and delivery of the hotelxe2x80x99s VIP, suite and long-staying guest experience, including personalizing important touchpoints in the customerxe2x80x99s journey from arrival and throughout their stay, resulting in a superior experience for guests visiting the hotel, with the ultimate objectives of building and developing strong, sustainable relationships with customers in the domestic & international markets, maximizing return hotel business and growing brand as the destination of choice, in line legislative requirements and company standards.
• Provide thought leadership and innovations on the hotelxe2x80x99s customer experience portfolio.
• Develop a customer value proposition, plan, and standards that, suite and long-staying customers and create a roadmap and objectives around the customerxe2x80x99s five-star experience and journey.
• Understand and provide recommendations to enhance VIP and suite standards and offerings.
• Provide innovative concepts and customer insights to showcase facilities and opportunities that will increase customer activity, return visits, and spend across the property.
• Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities.
• Track and analyse feedback from clients regarding their experiences, taking any remedial action to address areas of concern with relevant stakeholders.
• Analyse and review reward and loyalty strategies for high end customers, and make recommendations where required.
• Communicate objectives and important information with regards VIPs in-house to the team and key stakeholders to ensure optimal execution and synergy throughout the experience.
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring the Palace as the hotel destination and brand of choice.
• Collaborate with other departments to implement the experience for customers across the property.
• Promote and upsell any new customer experience projects and offerings within the Hotel.
• Be available on the floor and interact with customers to build relationships, understand expectations, and provide a hospitable experience for customers from arrival and throughout their stay.
• Deal with and resolve escalations.
• Host and entertain VIP customers as required.
• Promote a culture that maintains the confidentiality of customerxe2x80x99s information.
• Develop and maintain a customer recognition programme to acknowledge special occasions including birthdays and other important date.
• Actively mentor and provide advice and support to the Butler team to identify and build relationships with key hotel guests.
• Drive a xe2x80x9cbest-in-classxe2x80x9d customer insights culture that provides an understanding of who their customer is; and analysing, measuring, and providing insights reporting into customer experiences and preferences, based on business intelligence data analyses.
• Monitor that the customer relationship database is complete and accurate with comprehensive and valid data to provide consistent and reliable insights into the VIP and return customers, their preferences and feedback.
• Team leadership and management to enhance employee engagement and motivation and nurture a performance driven culture within the customer experience function.
• Relationship agreements with key suppliers, business partners and sponsors are built, negotiated, and managed to achieve the business objectives, leverage new opportunities, and joint initiatives.

• 3 Year Diploma in Hospitality Management or Marketing.
• Required to stay at the hotel.
• 8 yearsxe2x80x99 experience in a customer relationship management position; preferably obtained within the hospitality and casino industry.
• Experience in supervising a team is an advantage.
• Negotiating skills.
• Networking skills.
• Advanced written and verbal communication skills.
• Proficient computer skills xe2x80x93 Microsoft Office, Opera, Inquba.
• Financial and Business acumen.
• Business Intelligence & ROI Analyses.
• Conceptualizing.
• Managing Customer & Stakeholder relationship.
• Decision-making.
• Leading people.
• Emotional Maturity.

• R450 000 xe2x80x8bxe2x80x93 R750 000 per annum.

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