Guest Relations Manager 5 Star World Class Desert Lodge Namibia

We are now in search for a Guests Relations Manager for a WORLD CLASS 5* desert lodge in Namibia.

KEY OUTPUTS:

Meet and greet all guests, say goodbye to all guests, know all guests by name.
Understand personal guest needs through interaction
When required to do so, conduct thorough orientation of new guests on arrival and inform the kitchen of any dietary requirements, liaise with guides and butlers with regard to any special requests
Transmit guest information to other lodges and get information from other lodges before guests arrival
Cover all daily and weekly requirements of the Lodge Manager when on leave, especially budget control and guest delight activities
When required to do so, assist with room allocation and planning for future bookings well in advance – read all day sheets thoroughly and plan for any special requests, requirements or occasions
Be present at all morning meetings, and conduct the meeting in the absence of the Lodge Manager
When required to do so, plan all tomorrow’s game viewing and transfer activities with the guides/trackers/mechanics, every day
Ensure that all rooms are checked by Guest Relations – Housekeeping Manager before the guest’s arrival
When on duty in the early mornings, meet with maintenance team, and oversee all maintenance activities that day.
When on morning duty, arrive 1 hour before the 1st guest, make sure set up is in order and guests are woken up on time. Guide ready etc.
Comply with all task/assistance requests from the manager and report back on tasks assigned when requested to do so
In co-ordination with other management, host guests at all meals
Manage check-outs and invoices when Lodge Administrator is on leave or needs assistance.
Prepare and update operational day sheets when required to do so
Assist with monthly planning – training, guest requirement and staffing levels
Familiarise yourself and adhere to the Company Policies and Procedures
Disciplinary procedures – sound knowledge of all policies and procedures and labour relations
Counselling procedures – correct procedures are followed according to policies and procedures
To ensure that communication is open and non-defensive
Ensure that minimum standards as per BOPs are adhered to in all departments
Promote and Instil an ethic of Guest Care and Guest interaction throughout all departments
Promote and instil a passion for Going the Extra Mile throughout all departments
Closely manage all guest delight activities together with other management, butlers, guides, housekeepers and other staff as necessary
Attend any departmental and finance meetings
Oversee stock takes
Comply with the house rules as regards the allowance for drinks for management
Be prepared to assist in all departments/lodges as and when required
Any other tasks required of you by Management

SKILLS REQUIRED:

Proven supervisory skills with experience in dealing with staff
Ability to co-ordinate day to day operations
3 – 5 years tourism/hospitality experience

PERSONAL ATTRIBUTES:

Be honest – act courageously
Be transparent – open and fair
Show respect – shift blame culture to fix culture – consider other points of view
Be consistent
Be empathetic – listen first – be considerate

If you meet all the above requirements and have a passion for working in remote areas, we would love to hear from you. The successful candidate should be energetic, passionate about hospitality, have strong guest interaction skills and must be able to work well under pressure. Please forward your CV in MS Word format and details of at least 3 contactable references.

Please forward CV to charlee@broadhorizons.co.za

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