Guest Experience Lead

SUMMARY:
Wine Estate & Hotel in the Stellenbosch / Brackenfell area is looking for a Guest Experience Lead / Duty Manager who will be responsible for ensuring that the guest's experience from arrival to departure is seamless in accordance with all policies and procedures.
 
The suitable candidate serves the needs of guests and assists fellow colleagues from different departments if need be.

POSITION INFO:
Duties:
 
Welcome and introduce guests
Check-in and check-out guests
Pass all relevant guest information on to various departments as required
Assist guests with bookings, tours and transfers, build and create guests’ itineraries
Ensuring that all guest information and rates are correct
Guests’ liaison to all outside guests and assist the restaurant when needed
Update guests’ profiles
Report to the manager on duty regarding any related maintenance concerns
Assist reservations with lodge guests’ bookings, and messages
Assist Spa, Housekeeping and onsite restaurant
Assist with lunch and dinner bookings on Dine-plan as required
Do a thorough handover with the Night Auditor & early / late shift
Ensure all transfers are booked, tracked and charged
Acting as manager on duty in regard to guest relations
 
Requirements:
 
Grade 12
Hospitality Certificate / Diploma
At least 2 years’ experience in a similar role in at a 5* property
Very strong computer and great administration skills
Passionate about the hospitality industry
Excellent interpersonal- & communication skills, written and verbal in English
Strong customer service orientation with excellent people skills
Ability to maintain a professional working relationship with all departments and across cultures and religions
Comfortable in dealing with very distinguished clientele
Must be well-presented
Friendly, helpful and outgoing
Natural warmth and friendliness