Guest Relations Manager Job Job Details | O&L
o&l leisure (pty) ltd - swakopmund, namibia
6 months ago
LOCATION: STRAND HOTEL SWAKOPMUND
GRADE: D1
POSITIONS AVAILABLE: 1
PURPOSE OF THE POSITION:
To manage and oversee all aspects of the Front Office operations, cultivating a team that consistently provides unique unforgettable experiences at every touch point of the guest experience journey. Achieve and exceed guest satisfaction targets while maximizing revenue.
QUALIFICATIONS & EXPERIENCE :
- Min National Diploma or Degree in Hospitality/Tourism or Hotel Management.
- Minimum of 5-8 years experience in front office or Guest Relations management role in a four- and five-star Hotel/Lodge.
- Computer literate (MS Office/Office/Excel/PowerPoint)
- Proficiency in using Opera Property Management System (PMS) and a deep understanding of its operational features.
- Experience in generating reports and analyzing data to improve operations and guest experiences.
- Knowledge of budgets, profit & loss, cost of sales, meeting suppliers and coordinating stock deals with procurement.
KEY ACCOUNTABILITIES :
- Manage daily arrivals and departures, ensuring a seamless reservation process and prompt response to inquiries and requests.
- Direct Front Office operations to enhance the guest experience at all touchpoints, from pre-arrival to check-out.
- Design and implement processes that ensure that the department achieves breakthrough scores in Q&E audits (internal and external)
- Supervise and ensure that all guest profiles and statistics are captured accurately and timeously for every guest arrival.
- Provide oversight to the SPA department to ensure alignment with quality standards and holistic guest experiences.
- Control revenue and oversee financial performance to maximize profitability.
- Supervise billing procedures, cash handling, and stock-taking activities.
- Schedule staff working hours and manage overtime.
- Conduct regular performance evaluations and identify and address performance gaps to drive continuous improvement. Ensure that ER/IR issues are dealt with per the company code of conduct and culture.
- Embody the O&L Persona of " Authentic, care and passionate'' in all interactions, based on the Customer Experience Journey.
- Ensure adherence to HACCP, conduct daily hygiene walkabouts, complete the required checklists, and enforce the correct cleaning standards, Health & Safety standards, and operating equipment.
COMPETENCIES REQUIRED
- Leadership and Managerial Skills
- Excellent Communication Skills
- Attention to detail
- Interpersonal Skills
- Organized and Planning
- Breakthrough Behaviours
- Financial Acumen
- Emotional Intelligence
- Change Management and Adaptability
CLOSING DATE: 11 JUNE 2024
O&L - a Great Place to Work.
Applicants meeting our requirements are invited to apply. O&L Group of Companies is an Equal Opportunity Employer.
"This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."
Requisition ID: 4008