Guest Relations Manager - Lodge

KEY OUTPUTS

• Meet and greet all guests, say goodbye to all guests, know all guests by name
• Understand personal guest needs through interaction
• When required to do so, conduct thorough orientation of new guests on arrival and inform the kitchen of any dietary requirements, liaise with guides and butlers with regard to any special requests
• Transmit guest information to other lodges and get information from other lodges before guests arrival
• Cover all daily and weekly requirements of the Lodge Manager, especially budget control and guest delight activities
• When required to do so, assist with room allocation and planning for future bookings well in advance – read all day sheets thoroughly and plan for any special requests, requirements or occasions
• Be present at all morning meetings
• When required to do so, plan all tomorrow’s activities and transfer activities with the guides/trackers/drivers
• Ensure that all rooms are checked by Guest Relations – Housekeeping Manager before the guest’s arrival
• In co-ordination with other management, host guests at all meals
• Manage check-outs and invoices when Lodge Administrator is on leave or needs assistance
• Assist with monthly planning – training, guest requirement and staffing levels
• Familiarise yourself and adhere to the Company Policies and Procedures
• Sit in on Disciplinary procedures – sound knowledge of all policies and procedures and labour relations
• Ensure that minimum standards as per BOPs are adhered to in all departments
• Promote and instil a passion for Going the Extra Mile throughout all departments
• Closely manage all guest delight activities together with other management, butlers, guides, housekeepers and other staff as necessary
• Attend any departmental and finance meetings
• Oversee stock takes
• Spot check equipment, replace and improve when necessary. Manage annual on on-going maintenance and deep cleaning of furniture etc.
• Welcome packs for new staff
• Organise training workshops with the lodge manager
• Check uniforms are correct, name badges are worn etc.
• Ensure monthly operational stock takes are done and that you order up to par
• Maintain par stock of crockery & cutlery, linen, operational smalls, and guest amenities in the store rooms. Ensure the store rooms are kept neat and tidy
• Regular “walk-about” the office, stores, laundry and workshop - tidy, dusted, clean, including toilets
• Help drive:
• Company Life
• New “stories of the Company”
• Community involvement
• Training and records of such
• Staff delight
• Guest Delights, Uniform, Cut & Crock, Ops Smalls and GA

PREVIOUS WORK EXPERIENCE REQUIRED:

• 2 years’ experience ...
  
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