Guest Experience and Duty Manager at Design Union

JOB SUMMARY

• Management of guests while they are in the hotel. Promotes, motivates and maintains good staff and public relations in achieving a very high level of customer service.
• Management of relationships with All hotel guests including ensuring that guests are provided a professional and friendly Customer service with flawless execution of services and achievement of TOTAL guest satisfaction as well as enhancing the professional image of the hotel. Prepares and assists in VIP arrival and welfare.
• Ensure that all bookings made and pricing are documented according to policies and procedures, ensure proper registration of all guests, function and confirm that information.
• Ensure that the front office provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests
• Conducts and ensures neat appearance of all personnel as well as having positive and committed attitude to work.
• Dealing with customers, handles guests’ complaints and resolves complaints. Checks and replies all e-mails.
• Manage on line presence and ratings and liaise with marketing team in ensuring that patronage is constant at the hotel by following up on guests via e-mail,  and  / or telephone calls,
• Negotiate, organize and close telesales
• Follow up a list of corporate clients and HNI's as personal accounts to ensure constant patronage is enjoyed from them on regular basis.
• Handle all group requests, and quotations. Prepare and update regularly, schedules of all incoming groups and follow-up on payments.
• Ensuring that all bills are sent promptly to Corporate Customers, monitoring customers balances and liaising with Accounts department Customers to ensure that all Receivables are converted to Cash and that Customers do not exceed agreed Credit Limits
• Submit daily and monthly reports on Food Beverages revenue, hotel occupancy, room nights, denials and turn-aways.
• Organise guided tour of hotel as and when required for potential clients.
• Liaising with Marketing team on Banqueting events, Conferences and meetings and communication in ensuring that events and conferences run smoothly.
• Conduct Guest feedback and undertake after-sales calls, Surveys and provide feedback to the GM.
• Manage Guests Data base, keeping it up to date at all times keeping close contact with guests
• Whilst keeping personal and information / details with utmost privacy for All guests including walk-ins, send complimentary messages to guests from data base via SMS or e-mail, or telephone on occasions of Birthdays, Wedding anniversaries, Valentine dates etc
• Follow up on Credit reports and liaises with Operations Manager and Accounts department
• Coordination of billings (Extra billings)
• Up-selling

REQUISITE QUALIFICATIONS / EXPERIENCE

• B.sc (1st Class or 2nd Class) in Marketing, Social Science, Humanities or other related qualification.
• Strong Food and Beverages service background is highly desirable
• Minimum of 5 years’ experience in similar position

REQUIRED SKILLS / ATTRIBUTES

• Excellent client management skills
• Outstanding oral and written communication skills
• Excellent organizational and time-management skills
• A team player with sound leadership abilities
• Must be presentable, professional and confident in the discharge of duties.
• Able to work flexible schedules
• Self-motivated and team player
• Excellent client management skills
• Good interpersonal and people management skills and negotiating skills
• Proficiency in the use of Enterprise wide software such as SAGE and hotelplus
• Good knowledge of MS Office/Excel and Power point