Guest Relations Supervisor Job Job Details | O&L

PURPOSE OF THE POSITION:

To provide an excellent guest experience and supervise the Guest Relations function within the Lodge/Hotel and control all Guest Relations activities, ensuring the operations at the front desk are running smoothly in line with O&L Leisure guest experience journey. Additionally, the Guest Relations Supervisor serves as the right hand to the Guest Relations Manager.

QUALIFICATIONS & EXPERIENCE :

• Bachelors Degree /Diploma in Hospitality Management
• A minimum of Minimum 5 years of experience in a guest relations or front office role with 1-2 years in a supervisory capacity.
• Multilingual in foreign language (German, French, Portuguese etc) will be an added advantage.
• Computer literate (MS Office/Office/Excel/PowerPoint).
• System knowledge on Micros/Opera
• Product knowledge and hospitality industry experience especially on OTAs will be an added advantage.
• Drivers licence.

KEY ACCOUNTABILITIES :

• Welcome all guests, with a special focus on VIP guests, and oversee the overall experience to ensure the service creates unforgettable, unique experiences.
• Handle all guest complaints in courteous and professional manner and provide feedback to the guest.
• Ensure the team understands upselling techniques during check-in through continuous training and team engagement on product knowledge and business performance.
• Provide the team with the necessary tools and information to effectively upsell services or upgrades and conduct training sessions to enhance upselling skills among team members.
• Oversee all guest-related service processes from pre-arrival to departure, ensuring the highest possible standards of satisfaction are attained.
• Ensure accurate capturing of revenue on Opera and extract daily business performance information from Opera and submit reports to management.
• Create schedules for the team, including assigning shifts and managing employee time off requests and overtime accurately.
• Maintain inventory & stock taking to ensure that the front office has sufficient supplies, such as stationery and guest amenities.
• Ensure that preventive maintenance tasks are carried out according to established standards and keep the PM list and file updated.
• Anticipate guests' needs confidently and offer genuine, individualized hospitality, embodying the O&L Persona of being "authentic, caring, and passionate.
• Create employee workplace experience which is consistent with the GPTW guidelines and breakthrough culture.
• Adhere to HACCP regulations and all compliance aspect concerning health and safety, as well as brand standards and HACCP policies and procedures.

COMPETENCIES REQUIRED:

• Lives the O&L Values
• Leads Growth
• Takes Bold Stands
• Causes Alignment
• Being Authentic
• Inspires Innovation
• Deliver Extraordinary

Closing Date: 29 August 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: 4232