Guest Relations Supervisor The Cape Town EDITION Hotel (Pre-opening)

POSITION SUMMARY

Respond to any questions from guests and follow up with guests to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply guests with information regarding property amenities services room features and local areas of interest and activities. Respond to guest requests for special arrangements or services (e.g. spa services transportation religious services babysitting financial services business center services interpretation services reservations dry cleaning entertainment/sporting events shopping) by making arrangements or identifying appropriate providers. Contact appropriate individual or department as necessary to resolve guest requests.

Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify recommend develop and implement new ways to increase organizational efficiency productivity quality safety and/or cost-savings. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested by Supervisors.

Communication

• Provide assistance to coworkers ensuring they understand their tasks.

Assists Management

• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g. supplies equipment and inventory).

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Physical Tasks

• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities.
• Identify and explain room features to guests (e.g. use of room key mini-bar ice and vending areas in-room safe valet laundry services).

Guest Services

• Make pre-arrival midstay and post-stay calls to guests to ensure needs are met.
• Compile and distribute list of anticipated services and amenities to relevant departments.
• Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.

• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills

Interpersonal Skills

• Customer Service Orientation

Communications

• Writing
• English Language Proficiency

Administration

• Typing
• Microsoft Office

PREFERRED QUALIFICATIONS

Education

Matric and tourism diploma/degree

Related Work Experience

At least 3 years of related work experience

Supervisory Experience

At least 1 year of supervisory experience