Guest Experience Manager at Belmond Mount Nelson Hotel

Description

Often the first hello and the last farewell, our Front Office and Guest Services teams are the gatekeepers of the Belmond experience. Their commitment to going above-and-beyond ensures a stay that is incomparable. If you are a service-orientated, guest-focused hospitality professional, then we would love to hear from you. We are looking for a Guest Experience Manager to join the team:

• Provide exceptional experiences for guests throughout their stay.

• Act as a ‘One Point Contact’ for the guests and constantly interact with guests in order to gain feedback.

• Ensure guests are properly greeted upon their arrival.

• Monitor daily bookings and ensure assigned rooms are prepared and checked prior to check-in.

• Assist with the check-in, check-out and luggage process of guests as required.

• Promptly address, coordinate and facilitate guests’ requests.

• Actively listen to and resolve complaints.

• Coordinate and manage communication between guests and the team and follow up to ensure we resolve guest concerns.

• Inform guests of our Hotel services, including facilities and dining options.

• Promote all Hotel amenities, conveniences and programs offered.

• Liaise with Housekeeping and Food & Beverage teams to enhance the guest experience.

• Monitor the activities of the day, and assist and coordinate where required to ensure a great guest experience throughout our property.

• Analyse customer feedback and online reviews and suggest ways to improve our service and offering.

• Recommend local tourist spots, including places to dine, shop and sight-see.

• Establish strong professional relationships with regular Hotel guests.

• Review arrival lists, daily events and food and beverage functions.

• Attend to special guests (e.g. VIP’s) and ensure they are well taken care of.

• Anticipate guest needs and build rapport with our guests.

• Ensure compliance with health and quality standards.

• Assist, liaise with and support all Departments where required to ensure a smooth operation and seamless guest experience.

• Provide Duty Management coverage.

Requirements

• Diploma / Degree from a reputable institution.

• Minimum of 3-4 years’ experience in a similar role in luxury hospitality sector.

• Proven work experience at a mid to senior level in hospitality management.

• Proficiency in English; knowledge of other languages is a plus

• Customer service drive with outstanding communication and active listening skills.

• Excellent problem-solving and multitasking skills.

• Leadership skills along with the ability to motivate a team into high performance.

• Ability to work flexible hours.

• Strong sense of responsibility and a professional presentation.

• Familiarity with hospitality industry luxury standards.

• Outstanding communication abilities.

• Excellent organisational and time-management skills

• Computer literacy

Benefits

• Competitive basic salary
• Medical aid & pension fund benefit
• Internal Belmond discounts
• Loyalty and recognition rewards programme
• Employee Assistance Programme
• On going Learning and Development opportunities
• Regular community, social and staff welfare events