Job Description

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 processess
• 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
Core behavioural competencies

• 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

Technical / proficiency competencies

• 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 plan
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.