This role requires a dynamic individual with exceptional customer service skills, a passion for hospitality, and the ability to oversee the smooth operations of the estate. As the Guest Relations Duty Manager, you will be the key contact for guests, ensuring they have a memorable visit while maintaining the highest standards of service.
Key Responsibilities:
-
Serve as the main point of contact for all guest relations, managing inquiries, complaints, and special requests to ensure a seamless experience.
-
Supervise daily operations, coordinating between different departments to ensure smooth service delivery, including accommodation, wine tasting, dining, and events.
-
Lead and train the guest relations team to provide exceptional service, fostering a warm and welcoming atmosphere.
-
Monitor guest feedback, both during and after their visit, to continually improve service standards.
-
Handle VIP guests, ensuring personalized attention and delivering high-end hospitality experiences.
-
Oversee guest check-ins, check-outs, and ensure timely resolution of any issues or concerns.
-
Assist in the organization and execution of special events and functions at the estate.
-
Collaborate with the F&B, front-of-house, and events teams to create cohesive guest experiences.
-
Maintain accurate records of guest profiles, preferences, and feedback to personalize future visits.
-
Ensure compliance with health, safety, and hospitality standards.
-
Prepare daily reports on guest feedback, operational issues, and departmental performance for senior management.
Requirements:
-
Must be in Cape Town to attend face-to-face interviews.
-
Proven experience in a guest relations, duty manager, or front office management role, within a luxury hotel or wine estate.
-
Exceptional interpersonal and communication skills, with a passion for delivering outstanding guest service.
-
Strong leadership abilities, with experience in managing and mentoring a team.
-
Problem-solving skills and the ability to handle high-pressure situations calmly and efficiently.
-
High attention to detail, ensuring every aspect of the guest experience is meticulously managed.
-
Knowledge of the wine industry and fine dining is a strong advantage.
-
Proficiency in hotel management software and systems, including reservation and point-of-sale systems.
-
Willingness to work flexible hours, including weekends, holidays, and evenings.
-
A degree or diploma in hospitality management or a related field is preferred.
To Apply: Please send your updated CV and a recent profile photo. If you do not hear from us within one week of applying, kindly consider your application unsuccessful.
