Operations/Guest Relations/Assistant Manager Job at Zanzibar Pearl

RESPONSIBILITIES:

Operation role:

• Fully responsible for all aspects of all departments.
• Support and work with all Head of Departments in all aspects of running this hotel.
• Ensure the premises are in operative condition as per the category of the unit to receive & serve the guests.
• Ensure SOP implementation in all departments and check the same during routine operational checks. Consultant /GRM guidance is to be taken wherever required.
• Randomly inspecting the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry, etc) with the F & B Manager and chef.
• Inspecting all departments for SOP implementation.
• Inspecting all departments with their respective Managers for cleanliness, ambiance, service readiness, staff grooming & hospitality culture.
• Monitor the co-ordination between all departments for smooth & efficient operations.
• Assessing and reviewing customer satisfaction and service recovery process.
• Meet all dept. heads to review & train the staff to upkeep the human capital.
• Identifying staff learning needs and assisting with development
• Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
• Schedule and conduct weekly / Daily meetings with employees
• Be available on call 24 hours a day to resolve any urgent problems or emergencies.
• Responsible for the overall management of the operation of the hotel.

Guest relation role:

·        Provide upscale guest service experiences for clients throughout their stay

·         Ensure clients are properly greeted upon their arrival.

·        Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.

·        Coordinate luggage collection and storage

·        Oversee check-in and check-out procedures, including reservations.

·        Promptly address guests’ requests.

·        Actively listen to and resolve complaints.

·        Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.

·        Inform clients of our hotel services, including breakfast and dining options

·        Promote all hotel amenities, conveniences, and programs offered.

·        Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures.

·        Appraise the team’s performance and produce regular reports.

·        Liaise with Housekeepers and  Staff to provide an overall comfortable guest experience

·        Examine daily duties, assign tasks, and check on progress.

·        Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings.

·        Recommend local tourist spots.

·        Establish friendly relationships with regular hotel clients

• Any other duties assigned.

SKILLS REQUIRED:

·        Highly focused, have excellent communication skills, be motivated and professional in appearance and presentation.

·        Proven work experience as a Guest Relations Manager, Hotel Manager, or similar role

·        Understanding of all hotel management best practices

·        Hands-on experience with Hotel Management Software (PMS)

·        Proficiency in English; knowledge of other languages is a plus

·        Customer service drive with outstanding communication and active listening skills

·        Excellent problem-solving and multitasking skills

·        Leadership skills along with the ability to motivate a team into high performance.

·        Ability to work flexible hours.

·        Strong sense of responsibility and a professional presentation

QUALIFICATION:

·        BSc degree in Hospitality Management, Tourism, Business Administration or relevant field

EXPERIENCE:

Minimum 3 to 4 years of work experience in a 3 to 5 Star Hotel as a Guest relation Manager, Operations Manager, or Assistant Manager