Guest Relations Consultant at MORE Family Collection

KEY FOCUS AREAS

Scope of work

• Ensure that the Reception and Guest Relations team obtains all required reservation information prior to arrival and follows up on arrival details on the day.
• Oversee the meeting and greeting of guests, and the guest arrival experience including all amenities, welcome and check-in.
• Oversee the guest departure experience, including payment of the account and obtaining keys where applicable, check out, lunch packs, and farewell.
• Ensure that guests are being offered information regarding all services, accommodation, and facilities.
• Ensure ultimate guest relations in the lodge, ensuring that the personal attention level is maintained.
• Be present for the hosting of meals when required.
• Ensure that periodic room checks and checks of the guest areas are conducted, ensuring that housekeeping standards are maintained.
• Ensure that Maintenance issues are tracked and communicated with the Maintenance department to ensure a swift follow up.
• Ensure that the guest database is updated daily.
• Ensure that administrative functions are performed accurately and according to standards, including completing and updating the day sheet, ensuring that pending transactions and outstanding balances in PANstrat are cleared on the day, correct billing and invoicing, Reception reports, etc.
• Assist in the effective planning, supervision and hosting of onsite (including kids activities) and bush dining experiences where required.

Communications

• Ensure effective communication of reservation information and guest preferences/dietary requirements to all departments prior to arrival and throughout the stay.
• Ensure effective communication within the company and property as well as with third parties (such as staff at the park gates, tour operators and travel agents, transfer companies, etc.).
• Ensure an effective liaison with the guests, guides and management on guest activities and interests.
• Ensure that information on multi-property guests is sent timeously.
• Complete a written handover when going on leave and conduct a formal handover on return.

General Service and Guest Care

• Ensure all guest information available is collected and communicated prior to arrival.
• Collect guest information while speaking to guests; inform the Management to record and act on guest preferences.
• Ensure all guest complaints are reported to your Head of Department/Management immediately.

REQUIREMENTS - QUALIFICATIONS AND SKILLS

• Sound knowledge of the applicable property/company procedures for the department.
• Sound knowledge of MS Office Suite and PANstrat.
• Experience with the highest level of customer service in a luxury environment.
• Sound knowledge on the operation of in-room equipment and appliances.
• Sound knowledge of all MORE properties and all activities offered.
• Sound knowledge of all departments / operations of your property.
• Excellent communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.
• Excellent time management and self-discipline, interpersonal & problem-solving skills.
• Excellent attention to detail with excellent hygiene principles.
• Proactive, use initiative and creative flair when required.
• Committed and loyal, adaptable, and flexible.
• Must work accurately under pressure.
• People skills – tolerance, patience, and care.
• Leadership skills with passion for development and skills transfer.