Guest Experience Lead

Duties:

Welcome and introduce guests
Check-in and check-out guests
Pass all relevant guest information on to various departments as required
Assist guests with bookings, tours and transfers, build and create guests itineraries
Ensuring that all guest information and rates are correct
Guests liaison to all outside guests and assist the restaurant when needed
Update guests profiles
Report to the manager on duty regarding any related maintenance concerns
Assist reservations with lodge guests bookings, and messages
Assist Spa, Housekeeping and onsite restaurant
Assist with lunch and dinner bookings on Dine-plan as required
Do a thorough handover with the Night Auditor & early / late shift
Ensure all transfers are booked, tracked and charged
Acting as manager on duty in regard to guest relations

Requirements:

Grade 12
Hospitality Certificate / Diploma
At least 2 years experience in a similar role in at a 5* property
Very strong computer and great administration skills
Passionate about the hospitality industry
Excellent interpersonal- & communication skills, written and verbal in English
Strong customer service orientation with excellent people skills
Ability to maintain a professional working relationship with all departments and across cultures and religions
Comfortable in dealing with very distinguished clientele
Must be well-presented
Friendly, helpful and outgoing
Natural warmth and friendliness