Cape Town: Guest Relations Ambassadors posted by HotelJobs

DUTIES AND RESPONSIBILITIES Safety and Security Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Complete appropriate safety training and certifications to perform work tasks. Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Policies and Procedures Protect the privacy and security of guests and co-workers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors. Guest Relations Comprehensive pre, during and post-arrival preparation & administration. Review of arrival lists daily and assists in preparing and distributing welcome amenities. Guest concierge meeting & greeting guests, assisting them during their stay with resolving issues, restaurant recommendations, booking of tours etc Attending to relevant pre-arrival customer requests (i.e. fridge stock, booking of additional items, i.e. baby-chair). Final recon and check of all relevant information prior to arrival. Guiding of guests through each property on arrival, providing detailed instructions, key-handover. Ensure that all relevant documents are signed in full and returned to the office promptly. Give each guest personal recognition and actively engage with all our guests to build relationships that create loyal guests. Ensure that all departments are aware of all our guests needs prior to arrival, which will lead to a unique and memorable stay for each guest. Attend promptly to guest inquiries and needs (24/7). Guest emergencies and after hour call outs (24/7). Responsible for the Company on-call 24/7 phone. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible. Address guests’ service needs in a professional, positive, and timely manner. Thank guests with genuine appreciation and provide a fond farewell. Give each guest personal recognition and actively engage with all our guests to build relationships that create loyal guests. Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Aid individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). Assist other employees to ensure proper coverage and prompt guest service. Ensure that all departments are aware of all our guests needs prior to arrival, which will lead to a unique and memorable stay for each guest. Successfully handling and resolving guest complaints, including communication, appropriate action and follow up checks. Conflict is an opportunity for us to impress guests and exceed their expectations. Meet guests upon check-out, ensure that the properties are correctly secured, take possession of keys & provide relevant feedback to the office relating to damages and/or outstanding accounts. Post booking admin and finalisation of booking cycle. Viewing of properties with prospective clients and agents. Recording and controlling of property keys. Gain and report as much guest feedback as possible in order to improve our service. Being on the stage, you are required to deliver a fine performance day in and day out for both our internal and external customers. Various admin and billing related duties, as requested General property management related tasks and provide a supporting role for the property management division Scheduling of rotational inspections, inventories and maintenance for the Villas Management of housekeepers, managing their roster, post-clean inspections, training Assisting the Property Manager and Operations Director with any other tasks required, such as arranging and meeting contractors, shopping for the houses, reporting etc. Property inspections keeping an eye on cleaning standards and maintenance issues in the Villas (fixing small maintenance issues as well as reporting, recommendations, logging maintenance etc Arrange for services requested by the guests by working with other departments and providers as appropriate. Ensure that all work is accurate, thorough and to the highest standard. Demonstrate personal ownership of tasks and follow through to achieve the required results. Foster trust and cooperation among co-workers, guests, clients, and suppliers; develop and sustain personal contact in order to provide mutual benefit. Duties include, but not limited to, the above-mentioned outline and as per managements instructions. Communication Speak to guests and co-workers using clear, appropriate and professional language. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Talk with and listen to other employees to effectively exchange information. Discuss work topics, activities, or problems with co-workers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Attend promptly to guest inquiries and needs (24/7). Guest emergencies and after hour call outs (24/7). Gain and report as much guest feedback as possible to improve our service. Working with Others Support all co-workers and treat them with dignity and respect. Develop and maintain positive and productive working relationships with other employees and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance/Quality Improvement Comply with quality assurance expectations and standards. Assist with the management of housekeepers, their roster, post-clean inspections, training Property inspections keeping an eye on cleaning standards and maintenance issues in the Villas (fixing small maintenance issues as well as reporting, recommendations, logging maintenance, etc) Physical Tasks Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20kg without assistance. Assists Management Communicate with guests, other employees, or departments to ensure guest needs are met. Assisting operations manager with any other tasks required, such as arranging and meeting contractors, shopping for the houses, reporting etc. Collections and deliveries on behalf of our operations manager / managing director and any other tasks necessary for the conduct of the employer’s business, as the employer may from time to time direct. REQUIREMENTS: Own Car + Valid Drivers Licence (mandatory) 1-2 years experience as Duty Manager in hotels or STR experience with Luxury Villas and Apartments Residing in and around Cape Town area (approx 20km from Camps Bay)