Guest Relations Manager at Lakowe Lakes Golf & Country Estate

The ideal candidate will be an ambassador for the Lakowe Lakes brand, and work closely with all stake holders to ensure the seamless running of the reception and reservations department of The Corporate Lodge, geared towards positioning the hospitality business to a global standard, and in the process develop an unparalleled allure for Lakowe Lakes Golf & Country Estate by making it a preferred destination for an upscale and exclusive clientele for residential meetings, conferences, corporate retreats, and mid-sized celebratory events. A seasoned guest relations Manager experienced at working with a diverse and high-profile clientele and building lasting relationships with customers to facilitate business goals. He / She provides a high level first contact approach and supervises front office & Sales team members to ensure professional, seamless and efficient operations guaranteed to exceed guest expectation and produce excellent feedback. Accountable for the maximization and smooth execution of individual & group bookings, events and all reservations he / she will work with the sales and marketing team to source new clients including individuals, companies, premium and luxury brands .

Available to work when needed, including weekends and holidays.

MAIN RESPONSIBILITIES

• Develop, Build and train a strong, efficient and customer-centric front desk operations team
• Support team members in handling guest requests and enquiries to ensure that a positive outcome is achieved
• Demonstrate a high level of customer service at all times at the Welcome Center and Corporate Lodge reception desk
• Advise team of any special events or VIP Guests on the property for events or for general accommodations
• Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork
• Maximize room occupancy and use up-selling techniques to promote services and facilities at Lakowe Lakes Golf and Country Estate
• Ensure Team Members have a current knowledge of all the products, and facilities at Lakowe Lakes Golf and Country Estate.
• Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards
• Maintain a good working relationship with Team Members in other departments (Banquets, Housekeeping, Spa, and Maintenance)
• Supervise operations of all leisure activities (paddle boat, bird watching, etc.)

SKILLS

• Enthusiastic with excellent communication and interpersonal skills
• Positive can-do attitude
• Commitment to delivering a high level of customer service
• Must have strong organizational skills.
• Strong leadership, management and decision-making skills
• Excellent grooming standards
• Great time management and organizational abilities
• Ability to work under pressure and meet tight deadlines
• Attention to detail
• Ability to multitask effectively
• Ability to work on your own and as part of a team
• High level of IT proficiency

EXPERIENCE AND EDUCATION

• University Degree in business management or the humanities.
• Additional degree or certificate in hospitality will be an advantage.
• Five (5) years’ experience in a luxury hotel environment, two years at supervisory level
• Good knowledge of Property Management System: Opera, Epitome, Delphi, Quickbooks etc
• Knowledge of Microsoft office
• Basic accounting skills