Guest Relations Manager

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PURPOSE OF THE POSITION:

To manage and oversee all aspects of the Guest Relations operations, cultivating a team that consistently provides unique unforgettable experiences at every touch point of the guest experience journey. Achieve and exceed guest satisfaction targets while maximizing revenue.

QUALIFICATIONS & EXPERIENCE:

• Min National Diploma or Degree in Hospitality/Tourism or Hotel Management.
• Minimum of 5-8 years’ experience in front office or Guest Relations management role in a four- and five-star Hotel/Lodge.
• Computer literate (MS Office/Office/Excel/PowerPoint)
• Proficiency in using Opera Property Management System (PMS) and a deep understanding of its operational features.
• Experience in generating reports and analyzing data to improve operations and guest experiences.
• Knowledge of budgets, profit & loss, cost of sales, meeting suppliers and coordinating stock deals with procurement.

KEY ACCOUNTABILITIES:

• Manage daily arrivals and departures, ensuring a seamless reservation process and prompt response to inquiries and requests.

• Direct Guest Relations operations to enhance the guest experience at all touchpoints, from pre-arrival to check-out.

• Design and implement processes that ensure that the department achieves breakthrough scores in Q&E audits (internal and external)

• Supervise and ensure that all guest profiles and statistics are captured accurately and timeously for every guest arrival.

• Provide oversight to the SPA department to ensure alignment with quality standards and holistic guest experiences.

• Control revenue and oversee financial performance to maximize profitability.

• Supervise billing procedures, cash handling, and stock-taking activities.

• Schedule staff working hours and manage overtime.

• Conduct regular performance evaluations and identify and address performance gaps to drive continuous improvement. Ensure that ER/IR issues are dealt with per the company code of conduct and culture.

• Embody the O&L Persona of " Authentic, care and passionate'' in all interactions, based on the Customer Experience Journey.

• Ensure adherence to HACCP, conduct daily hygiene walkabouts, complete the required checklists, and enforce the correct cleaning standards, Health & Safety standards, and operating equipment.

• Attention to detail

• Interpersonal Skills

• Organized and Planning

• Breakthrough Behaviors

• Financial Acumen

• Emotional Intelligence

• Change Management and Adaptability

COMPETENCIES REQUIRED

• Leadership and Managerial Skills
• Excellent Communication Skills

OL - Authentic, Caring & Passionate

Applicants meeting our requirements are invited to apply. OL Group of Companies is an Equal Opportunity Employer.

"This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."

Requisition ID: 5997