Guest Liaison/ Night Manager Exclusive 5 star Boutique Hotel Cape Town

Location: Cape Town

We are now in search of a Guest Liaison Consultant who has experience in Night Audit to cover our night managers shift on 8 evening’s a month. We have a great package on offer and the candidate must come from a 5 star hotel background, must be a South African Citizen with a ‘can do’ attitude, must be passionate about delivering world class service and be really very focused on his/ her career.
Purpose:
To assist our guests efficiently and courteously in all Front Office related functions and to perform all administrative duties to the highest standards
To recommend and provide information regarding restaurants, activities, tours etc. to guests and to assist with the reservations thereof.
Responsibilities:
Reception and Administrative duties:
Ensure End of Day report is done if the Night Manager is off.
Daily accurate completion of Guest list – This document is used by all departments for the daily running of the property. Email addresses to be added to the guest list as well as Opera from the guest cards.
Communicate important information through to all relevant departments and follow up on all requests
Ensure all calendar entries appear on guest list. Always remove any calendar items once cancelled.
Ensure guest card information is added to the guest list, or otherwise added to the bill
Ensure that all guest information is added to profile on OPERA
Ensure drivers are coordinated for the following day
Ensure that the DM has checked the guest list.
Check in and check out – Receive and process payments from guests
Ensuring that the correct procedures are used regarding the acceptance of foreign currencies, credit cards and cash
Daily weather reports including copy for the Frame
Prepare feedback forms/Guest cards for next day’s departures
Daily management of petty cash box – Maintain accuracy in cash handling procedures
Ordering and charging of international newspapers
Typing of menus and putting prices on the POS.
Meal & wake up call sheets
Prepare welcome boards for arriving guests
Preparing rooming lists.
Arranging staff transport for evenings, weekends and Public Holidays
Performing clerical duties such as photocopying, typing, faxing and sending mails
Typing of recipes for guests
Emails to be checked throughout the day and must be replied to within 24 hours – Deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail
No emails to be dealt with without the correspondence present.
FYI emails always to be read when returning from off days to ensure up to date with information.
Sales/comp/house slips must be filed in the relevant file once signed off by a relevant manager.
Courier services- ensuring guest is clear on procedure and has filled in courier forms 100%. Credit card details must be supplied.
Typing guest notes for guests and making sure they are delivered to the room.
Ensured stationary store kept tidy at all times.
Ensure that the Villa study is always stocked with stationary.
Reservations:
Ensuring all information on correspondence is on Opera as well as the guest list.
Following up whether guest cards have been received and details added to Opera.
Ensure that you understand routing and how reservations work.
Switchboard:
Ensure that the telephone is answered as soon as possible.
Receive and make calls on behalf of the property
Direct incoming calls to the appropriate extensions
Take messages and ensure these are forwarded to the relevant people accurately and efficiently.
Ensure that phone lines are kept open as much as possible.
Reception area:
Ensure that the reception is in a state of preparedness, ready for a guest to enter and feel a continuation of the rest of the public areas of the property
Ensure that all individual work areas, our desks and surrounding areas free of unnecessary items such as empty boxes, rubbish, paper, tea cups, soft drink cans etc
Ensure that everybody is aware of Reception congestion, at handover time and check out time and ask any unnecessary staff to come return when the office is not busy.
The notice board area must always be up to date, neat and tidy.
Receive and check deliveries
Ensure that any large items that need to be couriered and that will be collected at a later stage is stored in a storage areas (mattress store, soap store etc) and are not in the reception area.
Ensure that acceptable voice levels are maintained in the reception area.
Ensure that the telephone is answered as soon as possible.
Ensure that reception is never left unattended.
No coffee etc. In the office
No cell phones in the office.
Concierge duties:
Ensuring that information about restaurants, art exhibitions, theatre productions, day tours, tour guides, preferred car rental companies and preferred taxi companies are readily available and up to date.
Building relationships with the abovementioned suppliers to ensure:
Tables at top restaurants always available for our guests
Best possible service
Recommending activities and excursions to guests and assisting with the reservations thereof.
Creating itineraries for guests on request based on their preferences and specifications
Ensure that the correct “reservations” procedure is followed when making bookings
Arrange the collection and delivery of items for guests.
Assist guest with confirming travel arrangements and flight time
Night Shift:
Ensuring that the hotel is locked up after all guests have gone to their rooms.
Ensure that security is performing their duties
F&B and Housekeeping knowledge in the event guests may require assistance
Receive and make calls and ensure that all calls are dealt with promptly and that enquiries and messages are dealt with courteously and efficiently.
Ensure that all guests are greeted on arrival and departure.
To ensure that guests are checked in and orientated with The property and their rooms.
Ensure that all charges are correctly entered on the guest’s bill and that it is up to date at all times.
All final bills must be checked before presenting to the guest for payment
Check in and Checkout – Receive and process payments from guests
Ensuring that the correct procedures are used regarding the acceptance of foreign currencies, credit cards and cash
Daily weather reports including Frame copy
Check all concierge postings.
Check petty cash slips and cash ups, that all correspond.
Additional petty cash responsibilities
Prepare meal & wakeup call sheets
Printing and distributing guest list
Performing clerical duties such as photocopying, typing, faxing
FYI emails always to be read when returning from off days to ensure up to date with information.
Sales/comp/house slips must be filed in the relevant file once signed off by a relevant manager and added to spreadsheet.
Ensure End of Day is done before early staff arrives.
Send through comprehensive handover regarding any staff, guest or security information.
General:
Has a thorough knowledge of the hotel and all services provided to the guest
Has a thorough knowledge of Cape Town and the ability to recommend restaurants and tours (both company and destinations)
Maintains the high standard of service, appearance and social skills set according to the company policy
Works in harmony with all departments and employees, is willing to assist others if and when required
Attends all training workshops as and when required
Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists
Performs any reasonable duty as instructed by Front Office Management
You are required to be in uniform and clocked in at the exact time your shift begins.
You are required to use your time at work productively.
You are to work together as a team – Help and support each other during the shift, assist your team mates with their duties and responsibilities to ensure the smooth running of the daily operation.
Know and understand the code of conduct and act accordingly.
Be respectful towards your guests, colleagues, senior staff and management.
Carry out the instructions given to you without question and to the best of you ability.
Take time to study the information provided for you – learn and remember. Knowing your product will lead to greater confidence and a better level of service.
Push yourself to improve, constantly strive to better yourself – your job depends on it.
All duties and responsibilities MUST be completed to the standards set aside before you can go home –never leave without having completed all your duties. Always check with the DM before going home.
Abilities and Skills:
Excellent communication skills and the ability to communicate in English
Effective listening skills
Ability to plan, coordinate, execute and follow up
Ability to work alone and as part of a team
Ability to motivate yourself
Requirements:
Excellent knowledge about activities, theatre productions, exhibitions, restaurants etc in and around Cape Town
Mature
Sophisticated
Well travelled
Great etiquette
Excellent guest relations skills and an obsession with service
Must be able to Multi-Task
Must be flexible
Must be able to plan and organise effectively
Excellent interpersonal skills – Must be able to communicate with international guests
Fluent in spoken and written English
Excellent attention to detail
Excellent time management
Computer literate, including POS, OPERA (Essential), Word, Excel
Must be of sober habits
Neat and presentable
Working Hours:
Early shift – 06:30-15:30
Late shift – 14:30-23:00
Night Shift – 22:30-07:00
8 days off per month
You may be required to work other shifts as per operational requirement.
Health & Safety:
Comprehensive understanding of the emergency plan
To take part in any fire or evacuation drills and ensure complete familiarisation with all exits, including those normally used by guests, as well as fire escapes.
Ensures good housekeeping, e.g. passage ways are kept clear
Must be able to bend, lean and stoop without hindrance
Daily use of stairs
Qualifications & Experience:
Formal Hospitality Qualification preferred
4 years working experience in a 5* or similar environment
If you have the experience, skills, drive and passion to make this position your’s, if you would like to be apart of our already very successful team and a proud ambassador of our World Class Property I would love to hear from you. Please send me an updated CV with a recent face photograph and details of three contactable references. Due to the high volume of applications, only those candidates who are shortlisted will be contacted.

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