Guest Relations Manager 5 star world class safari camp BOTSWANA

We are now in search for a brilliant world class guest liasion for a five star lodge in Botswana

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 Best Operating Practices 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 require

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

The successful candidate should have an enquiring mind, be methodical, pay attention to detail, be creative, show perseverance and patience, ability to work under pressure, ability to accept routine and mundane tasks, have high energy level, be flexible, have the ability to overcome obstacles and persist with the task at hand, be decisive and adaptable. If you have the knowledge, skills and required experience and this sounds like a challenge you are ready for and you are able to live in Botswana, I would love to hear from you. Please send me your CV with an updated face photograph, details of three contactable references and a letter motivating your application.

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