Job detailsJob typeFull-timeLocationFull job descriptionAbout Us: First Group is a leading provider of high-quality accommodation and hospitality services. With a portfolio of luxurious hotels and resorts, we are committed to delivering exceptional guest experiences. We are looking for a passionate and dynamic Guest Experience Manager to join our team and help us maintain our high standards of customer satisfaction.Job Function:As a Guest Experience Manager for the group, you will be responsible for leading experience innovation through developing and implementing new strategies and initiatives to enhance the overall guest experience. Your primary duties will include:Ensuring daily/weekly entertainment programs are in place for all properties and always kept relevant.Implementing new experience-related initiatives and driving upselling and personalization.Managing and enhancing "Add-Ons" and sundry revenue activities for guests by sourcing, implementing, and negotiating discounted prices with suppliers.Taking ownership and reviving/reengineering the FRED First Club and making it next level.Enhancing guest experience on-site at all properties and increasing usage of onsite facilities and local attractions (spa, restaurant, horse rides, etc.).Setting up and coordinating onsite "concierge" style desks for all guests' queries.Overseeing all social media and WhatsApp content posted by properties to ensure it is "experience" based and relevant.Becoming a group social media influencer promoting First Group service and experiences.Overseeing guest relations and the way in which inquiries and complaints are handled and evaluating feedback gathered through reviews and surveys.Monitoring and maintaining high standards of service throughout the resort and escalating non-conformances to line managers for them to address.Requirements:Previous experience in a similar role within the hospitality/service industry.Strong leadership and interpersonal skills.Presentable and well-spoken.Outgoing and social personality.Must be results-driven and able to work under pressure.Valid driver's license.Excellent problem-solving abilities.Ability to work flexible hours, including weekends and holidays.Willing to travel at short notice and sometimes for long periods of time.Strong attention to detail and a proactive approach.Hospitality or management qualifications are a plus.Advanced level of computer literacy.Preferably KZN based.What We Offer:Competitive salary and benefits package.Company car.Opportunities for career growth and development.A dynamic and supportive work environment.
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