Guest Relations Team Leader at Coega

ACCOUNTABILITY

• The Guest Relations Team Leader is accountable to the Rooms Division Manager - Bluewater Bay Sunrise Hotel; a division of the Coega Development Corporation (CDC). The Guest Relations Team Leader will be responsible for overseeing the running of the Guest Relations & Banqueting Departments of the 58 bedroom Bluewater Bay Sunrise Hotel.

MANDATE

• The Guest Relations Team Leader is mandated by the Board of Directors of Coega Development Corporation to take responsibility for Guest Relations & Concierge Departments under the overall direction of the General Manager – Bluewater Bay Sunrise Hotel.

  DESCRIPTION

  RESPONSIBILITIES AND OBLIGATIONS
Reporting to the Rooms Division Manager, this position's primary responsibility is ensuring a memorable & outstanding guest experience.
In pursuance of this primary objective, the Guest Relations Team Leader is required to:

• Take charge of the creation and distribution of daily VIP lists and amenities;
• Contact VIP and returning guests in advance of their arrival to the hotel to determine any special services required and then acts to deliver these special services;
• Coordinate the exceptionally friendly, professional, and efficient reception, registration, and account settlement for all hotel guests;
• Welcome guests during check-in and giving a fond farewell to guest while checkout;
• Interact frequently with guests to provide assistance and ensure guest satisfaction;
• Work in constant communication with the Front Office Team Leader to allocate rooms to all arriving guests after checking the guest preferences;
• Oversee the delivery of all guest requests and the resolution of all complaints
• Inspect rooms in conjunction with Housekeeping and determine any specific housekeeping, or maintenance requirements; coordinate attention to the completion of these specific requirements;
• Initiate and attend pre-con meetings and review group resumes and billing profile information;
• Handle all group and event bookings - from quotation, function sheet, on-site contact, to invoicing
• Work in conjunction with the food and beverage team to enhance the arrival experience for VIPs through exceptional amenity programs;
• Manage special requests for guests, including restaurant reservations, airport transfers, tours and car rentals;
• Ability to troubleshoot problems with the systems such as key encoding, electronic data capture, and interface control;
• Perform basic cashier activities as and when required.
• Ensure vehicles are properly cleaned and maintained and scheduled accordingly for guests use/collection/transfers;
• Have detailed and relevant information about the hotel and city and available activities, restaurant and places of interest;
• Manage day-to-day operations, ensuring the quality standards and meeting the expectations of the guests on a daily basis;
• Ensure and provide exceptional guests’ service;
• Improve service by communicating and assisting individuals to understand guest’s needs, providing guidance, feedback, and individual coaching when needed;
• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved;
• Serve as a leader in displaying outstanding hospitality skills;
• Empower employees to provide excellent guest service;
• Assists in ensuring the property’s crisis management plan is followed as applicable;
• Work hand in hand with Front Office Team Leader to oversee and manage the Front Office and Guest Relations Teams
• Creation and management of loyalty program
• Keep guest directory updated
• Work in conjunction with F&B Team to ensure execution of all events on and offsite

COMPETENCIES

• Excellent computer skills and proficient in excel, word & emails;
• Utilizes interpersonal and communication skills to lead, influence, and encourage others;
• Advocates sound financial/business decision making;
• Demonstrates honesty/integrity; leads by example;
• Encourages and builds mutual trust, respect, and cooperation among team members;
• Serving as a role model to demonstrate appropriate behaviors;
• Excellent communication skills both verbal and written;
• Excellent interpersonal skills and a collaborative management style;
• Budget development and supervisory experience;
• A demonstrated commitment to high professional ethical standards and a diverse workplace environment;
• Excels at operating in a fast pace environment;
• Excellent people manager and commitment to get the job done;
• Delegate tasks effectively;
• Is comfortable working in a diverse environment;
• Self-motivated, Confident, High attention to detail;
• Able to multi-task and prioritize tasks consistent with business objectives;
• Excellent working knowledge of PMS and POS systems;
• Assist to prepare periodic reports as and when required.

REQUIREMENTS

• Degree/Diploma in Hospitality/Catering/Tourism management or related discipline required;
• A minimum of 3 years’ experience in a 4* or 5* hotel environment in a medium to large full-service hotel, working within front office & concierge;   
• Full system working knowledge & understanding of PMS with the ability to be a Super User;
• Good understanding of places of interest in the Nelson Mandela Bay area and the ability to recommend and book these on behalf of the clients;   
• Strong background and proven abilities in superior customer service;
• This position requires shift work, Duty Management shifts as well as weekends and public holidays.
• Driver’s license and own transport advantageous.