Guesthouse Manager - Johannesburg West at Affirmative Portfolios

Responsibilities include but not limited to:

• Greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the guesthouse facilities  
• Provide upscale guest service experiences for clients throughout their stay
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure customer satisfaction  
• Inform clients of services, including breakfast and dining options
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular clients
• Promote all amenities and conveniences
• Manage guest relations team to ensure compliance with all standards and operating procedures
• Appraise team’s performance and produce regular reports
• Liaise with staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Manage supplier service level agreements
• Analyze customer feedback from guestbook and online reviews and suggest ways to improve ratings 

Minimum requirements:

• Proven work experience as a Guesthouse Manager / Hotel Manager or similar role
• Understanding of all guesthouse management best practices and relevant laws
• Hands-on experience with current booking / software systems
• 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 and live on the premises
• Strong sense of responsibility and a professional presentation
• BSc degree in Hospitality Management / Tourism / Business Administration