Company: [Name of the Company]
Job Title: Guest Experience Manager | KZN Travel Required
Job Description:
A leading client in the Hospitality Industry is in search of a passionate and dynamic Guest Experience Manager to join their esteemed team, committed to maintaining top-tier standards of customer satisfaction. Our portfolio encompasses luxurious hotels and resorts, where delivering extraordinary guest experiences is paramount.
Job Function:
As a Guest Experience Manager for our esteemed group, your role is integral to spearheading experience innovation. You will be tasked with developing and implementing pioneering strategies and initiatives to elevate the overall guest experience consistently.
Your primary responsibilities will include:
- Entertainment Program Management: Ensuring that daily and weekly entertainment programs are in place for all properties, always remaining relevant and engaging.
- Experience Enhancements: Implementing new experience-related initiatives while driving upselling and personalization efforts.
- Revenue Activities Management: Sourcing, implementing, and negotiating discounted prices with suppliers to manage and enhance “Add-Ons” and sundry revenue activities for guests.
- Kids Club Development: Taking ownership and revitalizing the Kids Club, ensuring it reaches the next level of engagement and enjoyment.
- Onsite Facilities Promotion: Enhancing guest experiences on-site at all properties, increasing the usage of facilities and local attractions such as spa services, restaurants, and horse rides.
- Concierge Services Coordination: Setting up and coordinating onsite “concierge” style desks to handle all guests’ queries promptly and efficiently.
- Social Media Oversight: Overseeing all social media and WhatsApp content posted by properties, ensuring it is consistently experience-based and relevant.
- Social Media Influencing: Becoming a group social media influencer, effectively promoting our services and experiences.
- Guest Relations Management: Overseeing guest relations, ensuring inquiries and complaints are handled appropriately, and evaluating feedback gathered through reviews and surveys.
- Service Standards Monitoring: Maintaining high standards of service throughout the resorts and escalating any non-conformances to line managers for timely resolution.
Requirements:
- Experience: Previous experience in a similar role within the hospitality or service industry.
- Leadership Skills: Strong leadership and interpersonal skills are essential.
- Presentation Skills: Must be presentable and well-spoken.
- Personality: An outgoing and social personality is crucial.
- Results Orientation: Must be results-driven and able to work effectively under pressure.
- Driver’s License: A valid driver’s license is required.
- Problem-Solving: Excellent problem-solving abilities are essential.
- Flexibility: Ability to work flexible hours, including weekends and holidays, is necessary.
- Travel: Willingness to travel at short notice and sometimes for extended periods.
- Attention to Detail: Strong attention to detail with a proactive approach.
- Qualifications: Hospitality or management qualifications are a plus.
- Computer Literacy: Advanced level of computer literacy.
- Location: Preferably based in KZN.
Location: Based in KZN with travel throughout South Africa.
Salary: R35 000 basic + Company Car + Medical Aid + Provident Fund.
Job Date: Sun, 22 Sep 2024 07:56:36 GMT.
Please note that only shortlisted candidates will be contacted. Should you meet the requirements of this position, please submit your CV to kendall@proappoint.co.za.
Tips on What To Include In CV
When crafting a curriculum vitae (CV) for the role of Guest Experience Manager in the Hospitality Industry, highlight your relevant experience and skills. Start with a strong personal statement outlining your passion for enhancing guest experiences and your dynamic approach. Make sure to include your contact information.
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Professional Experience: Detail your previous roles in the hospitality or service industry emphasizing similar responsibilities like developing guest experience strategies, managing entertainment programs, enhancing guest services, and overseeing guest relations and social media content. Quantify your achievements if possible.
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Leadership & Interpersonal Skills: Showcase your experience in leading teams and handling guest inquiries and complaints. Highlight specific initiatives you have led that have improved guest satisfaction.
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Technical Skills: Mention your computer literacy, specifically any tools or software you are proficient in, which are relevant for managing guest experiences and social media.
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Soft Skills: Include your problem-solving abilities, attention to detail, and ability to work under pressure. Mention any situations where your proactive approach led to successful outcomes.
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Education & Qualifications: List your relevant qualifications, particularly in hospitality or management.
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Personal Attributes: Emphasize your presentability, well-spoken nature, outgoing personality, and flexibility in work hours.
- Other Requirements: Confirm your valid driver’s license, willingness to travel, and current location if based in KZN.
Tailor your CV to reflect how your previous experiences align with the job requirements to better position yourself as an ideal candidate.