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…
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Key Performance Areas:
- 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 a 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 an employee workplace experience that is consistent with the GPTW guidelines and breakthrough culture.
- Adhere to HACCP regulations and all compliance aspects concerning health and safety, as well as brand standards and HACCP policies and procedures.
QUALIFICATIONS & EXPERIENCE:
- Bachelor’s 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 OTA’s will be an added advantage.
- Drivers licence.
COMPETENCIES REQUIRED:
- Lives the O&L Values
- Leads Growth
- Takes Bold Stands
- Causes Alignment
- Being Authentic
- Inspires Innovation
- Deliver Extraordinary
The company ONLY accept application via their career portal. Interested candidates can apply via the link below:
Apply online via: O&L Career Portal
