Lodge Anchor

Wild Dreams Hospitality; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

Une entreprise leader dans l'hospitalité recherche un(e) responsable d'hôtel à Johannesburg. Vous serez chargé(e) d'assurer l'excellence de l'expérience client, de gérer les plaintes et de contribuer à des réunions efficaces. Ce poste exige une attention particulière aux détails, d'excellentes compétences en communication et au moins 2 ans d'expérience dans le secteur. Vous jouerez un rôle clé en tant qu'ambassadeur de la marque.

Qualifications

• Minimum 2 ans d'expérience dans des rôles de l'hôtellerie.
• Connaissance de la gestion de produits et de l'approvisionnement.
• Valid Code 08 driver’s license est essentiel.

Responsibilities

• Rencontrer le directeur général et le directeur de l'hôtel pour les mises à jour.
• Gérer les plaintes des clients avec professionnalisme.
• Maintenir et faire respecter les normes de la marque.

Skills

Service client dans un environnement de luxe

Gestion du temps

Communication

Attention aux détails

Tools

MS Office Suite

Job description

KEY FOCUS AREAS

1. Meet with the General Manager and Hotel / Lodge Manager as required and update on property operations.
2. Maintain and ensure the good will of the company's brand at the property level.
3. Act as a key ambassador of the company and its brands, including hosting site inspections, communicating with the market, and hosting journalists.
4. Ensure the developed set of company and property standards are upheld and maintained.
5. Conduct effective departmental meetings, take accurate minutes, and complete follow-ups.
6. Assist in the event of vacancy in any of the HOD positions.
7. Keep the property innovative in guest experience and stay updated with industry trends and competitor offerings.
8. Be available to address guest queries and complaints promptly and professionally.

Responding to complaints

Handle all guest complaints in a pleasant and constructive manner, using feedback as a learning tool and basis for improvement.

Guest information management

Ensure all guest information is collected and communicated prior to arrival. Record guest preferences and inform management to act accordingly. Report all guest complaints immediately to your Head of Department or Management.

REQUIREMENTS, QUALIFICATIONS AND SKILLS

• Minimum 2 years of experience in hospitality roles.
• Proficiency in MS Office Suite.
• Proven track record of achieving targets.
• Knowledge of customer service in a luxury environment.
• Understanding of product and supply management.
• Valid Code 08 driver’s license is essential.

MAXIMIZING YOUR IMPACT AS A MEMBER OF THE COMPANY

• Excellent attention to detail.
• Guest-focused philosophy, embodying the company brand and enhancing the guest experience.
• Excellent communication skills, both written and verbal.
• Team player with a positive attitude, enthusiasm, and emotional control.
• Strong time management, self-discipline, and interpersonal skills.
• Proactive, resourceful, and creative when needed.
• Loyal, adaptable, and flexible.
• Ability to work accurately under pressure.
• Patience, tolerance, and the ability to accept constructive feedback openly.