Guest Relations Team Leader at MORE Family Collection

KEY FOCUS AREAS

Scope of work

• 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 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 daily.
• 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, etc.
• Assist in the effective planning, supervision and hosting of onsite (including kids activities) and bush dining experiences where required.

Communication

• 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 (such as staff at the park gates, tour operators and travel agents, transfer companies, etc.).
• Ensure an effective liaison with the guests, guides and management on guest activities and interests.
• Ensure that information on multi-property guests is sent timeously.
• Complete a written handover when going on leave and conduct a formal handover on return.

General Service and Guest Care 

• Ensure all guest information available is collected and communicated prior to arrival.
• Collect guest information while speaking to guests; inform the Head of Department/Management to record and act on guest preferences.
• Ensure all guest complaints are reported to your Head of Department/Management immediately.

Professional Attire 

• Ensure that your uniform is clean when on duty and that you are wearing your name badge.
• Ensure that you are dressed properly and maintain a high standard of personal hygiene.
• To ensure that all employees adhere to these standards.

Fire, Hygiene, Health and Safety

• Ensure that work practices are efficient, clean, and hygienic.
• Ensure that all items of equipment are correctly cleaned and stored.
• Ensure that assigned department is clean, constant rotation and cleaning procedures to be followed.
• Ensure that any defects on appliances and equipment are followed up on after being reported to Maintenance.
• Ensure that all employees of the assigned department have a good understanding of how to make use of all cleaning chemicals, tools and machines used in area of work, and how to safely and effectively apply this knowledge to be most productive.
• To have a complete understanding of and adhere to the property’s policy relating to Fire, Hygiene, Health and Safety.
• To ensure that all employees in the assigned department have a complete understanding of and adherence to the property’s policy relating to Fire, Hygiene, Health and Safety.

Sustainability 

• Live and work in a sustainable way that protects the environment and cares for our communities.
• Strive to limit your impact on and conserve the environment through our focuses on energy, water, waste, food, materials, and conservation.
• Strive to support each other and our local communities through development projects, positive working environments, and respecting and promoting our diverse cultures.
• Follow approved company and property sustainability practices as outlined in the MORE Sustainability group standards and other related documents.
• Ensure that all employees in the assigned department adhere to the standards and spirit of the MORE Sustainability programme.

Financial (to assist your Head of Department/Management in the following tasks)

• To co-ordinate an effective and efficient payroll management/resource allocation through establishing a flexible work force throughout the department.
• To set annual operating targets, this will form part of the annual business plan.
• Obtain details on daily and MTD department cost daily and direct your services to maintain budget or decrease cost while still delivering service to standard.
• Ensure the stock control, stock take, and requisition procedures are strictly followed according to par levels and property and company standards, ensuring accuracy.
• To ensure that the department operational budget is strictly adhered to.
• To review monthly forecasts and schedule resources accordingly.

Human Resources (to assist your Head of Department/Management in the following tasks)

• Maintain discipline in the department according to company standards and report deviations to your Head of Department/Management.
• To follow, monitor, manage, train, review and implement performance standards to establish and maintain a streamlined and efficient operation.
• To ensure that departmental operations and training manuals are prepared and updated.
• To ensure that effective training programs for the staff are being conducted on a regular basis as outlined in the departmental training plan.
• To give regular feedback to employees on their job performance and keep management informed.
• Assist your Head of Department/Management in counselling and succession planning for the department.
• Monitor, manage, and control leave days and overtime according to company standards.
• Have a basic knowledge of the local legislation and labor law.
• To support staff needs in other departments based on the priorities and anticipated business levels.

Leadership  (to assist your Head of Department / Management in the following tasks)

• To manage the assigned department to produce a consistent, high quality product, providing a courteous, professional, efficient and flexible service consistent with the company’s policies and procedures, to maximize guest satisfaction.
• To have a full working knowledge and capability to perform and manage all duties and tasks in the assigned place of work to the standard of performance set.
• Perform other tasks and assist in other departments whenever reasonable and deemed necessary by Management.
• To demonstrate and promote flexibility and adaptability towards changing working hours and shifts according to the requirements of a 24-hour operation.
• To respond to changes in your job function as dictated by the industry, company or the property.
• To maintain and promote good working relationships with own colleagues and all other departments and properties.
• To ensure that deadlines on all projects are met.

REQUIREMENTS - QAULIFICATIONS AND SKILLS

• Sound knowledge of the applicable property/company procedures for the department.
• Sound knowledge of MS Office Suite.
• Experience with the highest level of customer service in a luxury environment.
• Sound knowledge on the operation of in-room equipment and appliances.
• Sound knowledge of all MORE properties and all activities offered.
• Sound knowledge of all departments/operations of your property.