Guest Experience Lead
Phoenix Recruitment Stellenbosch
Duties:
Welcome and introduce guestsCheck-in and check-out guests
Pass all relevant guest information on to various departments as required
Assist guests with bookings, tours and transfers, build and create guests itineraries
Ensuring that all guest information and rates are correct
Guests liaison to all outside guests and assist the restaurant when needed
Update guests profiles
Report to the manager on duty regarding any related maintenance concerns
Assist reservations with lodge guests bookings, and messages
Assist Spa, Housekeeping and onsite restaurant
Assist with lunch and dinner bookings on Dine-plan as required
Do a thorough handover with the Night Auditor & early / late shift
Ensure all transfers are booked, tracked and charged
Acting as manager on duty in regard to guest relations
Requirements:
Grade 12Hospitality Certificate / Diploma
At least 2 years experience in a similar role in at a 5* property
Very strong computer and great administration skills
Passionate about the hospitality industry
Excellent interpersonal- & communication skills, written and verbal in English
Strong customer service orientation with excellent people skills
Ability to maintain a professional working relationship with all departments and across cultures and religions
Comfortable in dealing with very distinguished clientele
Must be well-presented
Friendly, helpful and outgoing
Natural warmth and friendliness
Phoenix RecruitmentStellenbosch
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Lead and inspire the guest services team to deliver exceptional, personalised service.
Handle guest inquiries, feedback, and complaints with a proactive and solutions driven approach.
Monitor guest satisfaction and implement strategies...
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Oversee the full reservations process from initial inquiry through to final confirmation, ensuring a flawless guest experience.
• Lead, train, and motivate the reservations team to consistently deliver exceptional service.
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is current, filtered appropriately, and leveraged to enhance personalised experiences.
Act as the first point of contact for guest interactions across all touchpoints; anticipate guest needs and follow through to exceed expectations.
Respond promptly...
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