Guest Services Manager

Job Description

We are seeking a passionate and experienced Guest Services Manager to oversee all aspects of guest relations at our Durban property. The ideal candidate will lead a team dedicated to providing exceptional service, ensuring that every guest's experience is memorable from check-in to check-out.

Responsibilities

• Oversee the guest experience from check-in to check-out.
• Train and supervise front desk staff and guest service teams.
• Implement and monitor guest satisfaction initiatives.
• Ensure compliance with company policies and procedures.
• Manage reservations and address any issues that arise.
• Coordinate special requests and arrangements for guests.
• Prepare reports on guest feedback and service quality.
• Work with management to create promotional offers and packages.
• Foster relationships with regular guests and VIP clients.

Requirements

Education

• Bachelor's Degree in Hospitality Management or related field

Experience

• 5 years of experience in guest services or hotel management

Technical Skills

• Customer Relationship Management (CRM)
• Conflict Resolution

Soft Skills

• Attention to Detail
• Adaptability

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Knowledge of local attractions and activities: Ability to provide guests with personalized recommendations.
• Experience with hotel management software: Familiarity with systems like Opera or similar software is a plus.

Benefits

• Comprehensive health and wellness programs
• Flexible working hours
• Free meals during shifts
• Dynamic and supportive work environment

Company Culture

• Innovation in Service: We embrace creativity and innovation in enhancing our guest services and offerings.
• Continuous Improvement: Our staff is encouraged to pursue professional development and training.
• Diversity and Inclusion: We celebrate diversity and ensure all team members feel valued and respected.