Guest Relations Manager at Lakowe Lakes Golf & Country Estate

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

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 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 off