Guest Relations Team Leader

MORE Family Collection; Cape Town; On-site; ZAR 25 000 - 45 000; Full time

Job summary

Join a forward-thinking company as a Guest Relations Team Leader, where you will ensure exceptional guest experiences and maintain high service standards. This role involves overseeing guest interactions, managing arrivals and departures, and coordinating with various departments to provide seamless service. You will play a key role in enhancing guest satisfaction through effective communication and attention to detail. If you are passionate about hospitality and eager to make a difference in a luxury setting, this opportunity is perfect for you.

Qualifications

• Experience in luxury customer service is essential.
• Knowledge of property procedures and MS Office is required.

Responsibilities

• Ensure reception functions and guest interactions meet high standards.
• Oversee guest arrival and departure experiences.

Skills

Luxury Customer Service

Communication Skills

MS Office

Job description

Job title: Guest Relations Team Leader

Job Location: Western Cape, Cape Town

Deadline: May 30, 2025

KEY FOCUS AREAS

Scope of work

• Ensure that reception functions related to all guest touch points are performed according to standards, including guest interaction, hosting duties, and administrative tasks.
• Oversee the collection of reservation information prior to arrival and follow-up on arrival details on the day.
• Manage guest greeting, arrival experience, amenities, welcome, and check-in procedures.
• Supervise guest departure, including payment, keys, check-out, lunch packs, and farewell.
• Provide guests with information about services, accommodation, and facilities.
• Maintain high levels of personal attention and guest relations within the lodge.
• Participate in hosting meals when required.
• Conduct periodic room and guest area checks to uphold housekeeping standards.
• Coordinate maintenance issue tracking and communication with the Maintenance department.
• Update the guest database daily.
• Perform administrative functions accurately, including day sheet updates, transaction clearing, billing, and reports.
• Assist in planning and hosting onsite activities and bush dining experiences as needed.

Communication

• Communicate reservation details and guest preferences to all relevant departments.
• Ensure effective communication within the company and with third parties.
• Liaise with guests, guides, and management regarding activities and interests.
• Send timely information on multi-property guests.
• Provide written handovers when on leave and conduct formal handovers upon return.

General Service and Guest Care

• Collect and communicate guest information prior to arrival.
• Record guest preferences and report complaints immediately.

Professional Attire

• Maintain a clean uniform and wear your name badge on duty.
• Dress appropriately and uphold high personal hygiene standards.

Fire, Hygiene, Health, and Safety

• Maintain cleanliness, hygiene, and safety standards.
• Ensure proper cleaning and storage of equipment.
• Follow defect reporting procedures and safety policies.

Sustainability

• Work sustainably, conserving energy, water, and materials.
• Support community development and cultural diversity.
• Adhere to the company's sustainability standards.

Financial and Human Resources

• Assist in payroll management, budgeting, and stock control.
• Maintain discipline, train staff, and manage performance standards.
• Support staff development, manage leave and overtime, and understand local labor laws.

Leadership

• Manage the department to deliver high-quality, guest-focused service.
• Perform all duties to standard and promote teamwork and flexibility.
• Meet project deadlines and foster good interdepartmental relationships.

Requirements - Qualifications and Skills

• Knowledge of property procedures and MS Office.
• Experience in luxury customer service.
• Understanding of in-room equipment and property activities.