Guest Services Manager

Guest Services Manager (14030)


At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.


Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.


Job Summary


The purpose of this position is to assist guests prior to arrival, during their stay and post their departure with anything they would need. The Guest Relations Manager offers to build and maintain good relations with guests, VIP guests and colleagues alike. With experience in a high-quality luxury boutique hotel/resort, the Guest Service Manager will support the Front Office and Guest Services team in offering the highest level of customer service. Should be available to attend various Resort affiliated functions, support all property operations, ensuring that the highest level of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby and breakfast room.


Key Duties and Responsibilities


Check arrivals ahead of time, corresponding room specific requests and guest preferences and ensures preferences are offered.
Oversight of the VIP and repeat guest coding and amenities.
Maintains Guest Profile notes in Opera.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Maintain focus on all VIP guests, creating itineraries with the assistance of our Concierge desk and our Transport desk.
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Meet and greet guests on arrival.
Records guest issues in the Glitch tracking system and Opera.
Reviews comment cards and guest satisfaction results through Market Matrix.
Ensure the Leading Quality Assurance Standards are adhered to.
Correspondence with Agents as to guest's arrival and departure experience, report any issues.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Maintains high visibility in public areas during peak times.
Provides immediate assistance to guests as requested.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyses information and evaluates results to choose the best solution and solve problems as quickly and efficiently as possible prior to the guest's departure from the Resort.
Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Participates as needed in the investigation of employee and guest accidents.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members within the Resort.
Serves as a role model to demonstrate appropriate behaviours.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Assists with energy conservation efforts by monitoring compliance during property tours.
Supports implementation of the customer recognition/service program, communicating and ensuring the process.
Ensures compliance with all policies, standards and procedures.
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Understands and complies with security, health and safety policies and procedures.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
Need to be confident in decision making and should be confident enough to get involved with service and the delivery thereof.
From time to time complete the VIP Traces report if and when so required.
Check all VIP & Repeat guest's rooms and amenities, in accordance with the VIP Traces report, prior to the guest arrival.
Serves as a leader in displaying outstanding hospitality skills.
Duty Management role will include liaising with residents & non-residents obtaining feedback on the hotel.
Fulfil role as Hotel Duty Manager, spending time in all the F&B outlets & lobby especially during peak business periods.


Education or Certification


Minimum two years working in a luxury, or boutique hotel guest services department.
Hotel experience in most departments preferred.
Diploma in Hospitality Management preferred.
Mature and well-travelled person preferred.
Must be able to work weekends and shifts.
Excellent written and oral communication skills required.
Strong leadership skills and interpersonal communication skills.
Must be fluent in verbal and written English.
Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
Excellent listening and comprehension skills required.


Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.


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