Job Description

Responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms/units and informing them about the Guest Farm's facilities even prior to arrival. Front-desk duties including Reception and Concierge, offering stellar customer service and provide memorable hospitality experiences for our guests.

Ultimately, you will manage guest services and our Guest Farm's image by answering guests' requests and making sure our visitors are satisfied. Ensuring and providing flawless, upscale, and professional, guest service experiences.

Draw up quotations for weddings, functions and events or conferences and follow through and manage each request up until the day of the event.

Analysing customer feedback and providing strategic direction to continuously improve overall rating

Responding to guests and future clients' needs and anticipating their unstated ones.

Responsibilities

Provide upscale guest service experiences for clients throughout their stay Ensure clients are properly greeted upon their arrival Monitor daily bookings and ensure assigned rooms are prepared prior to check-in Oversee check-in and check-out procedures, including reservations and financial transactions Promptly address guests' requests, Actively listen to and resolve complaints Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns Inform clients of our Guest Farm's services, including breakfast and dining options, facilities and amenities. Liaise with Housekeepers, Kitchen and Wait Staff to provide an overall comfortable guest Analyse customer feedback from online reviews and suggest ways to improve ratings Monthly, weekly reports of bookings and events. Recommend local tourist spots, including places to dine, shop and sight-see Establish friendly relationships with regular guest farm clients Manage Functions and wedding calendar and bookings. Wedding, conference, and group booking viewing. Explaining what our guest farm can offer and managing expectations. Effectively assist with planning of events, functions & conferences and ensuring this is transferred to the team for planning and management of the day's expectations. Quotations for group conference, weddings, and event functions. Updating database of suppliers and regular guests. Integration of social media marketing in line with marketing goals, managing reviews, requests, and enquiries. Assisting with strategic Marketing planning and goals.

Requirements and skills

Proven work experience in hospitality industry as a Guest Relations Manager, Hotel Manager, or similar role Understanding of all hotel management best practices and relevant laws Hands-on experience with NightsBridge Booking system including the back-end management to set-up rates and management of linked websites such as Booking.com, Lekkeslaap, Safari Now etc. Office management and Google Workspace with Outlook, Word and Excel. Very important to be able to write accurate responses to guests. Attention to detail and ensuring that your spelling is correct. Proficiency in English; knowledge of other languages is a plus Customer service drive with outstanding communication and active listening skills Excellent problem-solving, multitasking skills and adaptable. Events, daily operations etc. are planned and scheduled beforehand, but can change at any time and need someone that can adapt to the change quickly without panicking. Leadership skills along with the ability to motivate a team into high performance Punctual and ability to work flexible hours
Strong sense of responsibility and a professional presentation, integrity, and consciousness of private and sensitive matters

Job Type: Full-time

Experience:

Hospitality: 5 years (Required)
Work Location: In person

Application Deadline: 2025/05/11