Guest Relations Team Lead

Duties:

Ensure that the reception functions related to all guest touch points are performed according to standards, including guest interaction, hosting duties and administrative tasks.
Ensure that the Reception and Guest Relations team obtains all required reservation information prior to arrival and follows up on arrival details on the day.
Oversee the meeting and greeting of guests, and the guest arrival experience including all amenities, welcome and check-in.
Oversee the guest departure experience, including payment of the account and obtaining keys where applicable, check out, lunch packs, and farewell.
Ensure that guests are being offered information regarding all services, accommodation and facilities.
Ensure ultimate guest relations in the lodge, ensuring that the personal attention level is maintained.
Be present for the hosting of meals when required.
Ensure that periodic room checks and checks of the guest areas are conducted, ensuring that Ensure that housekeeping standards are maintained.
Ensure that Maintenance issues are tracked and communicated with the Maintenance department to ensure a swift follow up.
Ensure that the guest database is updated
Ensure that administrative functions are performed accurately and according to standards, including completing and updating the day sheet, ensuring that pending transactions and outstanding balances in PANstrat are cleared on the day, correct billing and invoicing, Reception reports.
Assist in the effective planning, supervision and hosting of onsite activities
Ensure effective communication of reservation information and guest preferences / dietary requirements to all departments prior to arrival and throughout the stay.
Ensure effective communication within the company and property as well as with third parties
Ensure that information on multi-property guests is sent timeously.
Ensure all guest complaints are reported to your Head of Department / Management immediately.
Ensure that all items of equipment are correctly cleaned and stored.
Coordinate an effective and efficient payroll management / resource allocation
Ensure the stock control, stock take, and requisition procedures are strictly followed according to par levels and property and company standards, ensuring accuracy.
To follow, monitor, manage, train, review and implement performance standards
Ensure that departmental operations and training manuals are prepared and updated.

Requirements:

Grade 12
A formal qualification
Management experience in Guest Relations / FOH in a 5* hotel / hospitality environment.
Sound knowledge of MS Office Suite.
PAN Hospitality knowledge will be an advantage
Experience with the highest level of customer service in a luxury environment.
Knowledge on the operation of in-room equipment and appliances.