&Beyond is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment.  Every single ‘&Beyonder’ makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason, we choose ‘&Beyonders’ very carefully – they are the strength and the future of this company.

The Guest Relations Service Manager plays a pivotal role in ensuring the highest level of guest satisfaction and service excellence at our lodge. This position is responsible for overseeing the Front of House teams, and ensuring that all guest interactions are handled with professionalism, warmth, and efficiency.

The Guest Relations Service Manager is dedicated to creating a welcoming environment and enhancing the overall guest experience through proactive service, attention to detail, and effective team leadership. This role requires a dynamic individual with exceptional interpersonal skills, a passion for hospitality and training, and a commitment to maintaining the lodge's reputation for outstanding service.

KEY OUTPUTS: 

• Guest Interaction and Satisfaction; greet guests upon arrival to the lodge, and assist with the check in process and activity orientation takes place.

• Front of House (FOH) and Service Team Coordination:
  • Oversee the daily operations of barmen and butlers, ensuring high standards of service. Assist and give on the job training when any opportunity arises.
  • Assume responsibility for and provide leadership to the Front of House (FOH) team.
  • Provide training and daily guidance to the FOH team
  • Conduct training sessions for FOH and service staff to maintain and improve service quality.
  • Create and manage staff schedules to ensure adequate coverage and smooth operations.
  • Assist with staff management – uniform issues, leave schedules, updating staff files.
  • Assist with conducting performance appraisals with staff members
  • Promote and instil an ethic of Guest Care and Guest interaction throughout all departments
  • Promote and instil a passion for Going the Extra Mile throughout all departments

• Training & Development; ensure all team members are trained to &Beyond Academy levels to deliver personalized, consistent, and exceptional guest service.

• Guest Experience Enhancement:
  • Tailor services to individual guest preferences to create personalized experiences.
  • Organize and manage special events or activities for guests.
  • Closely manage all guest delight activities together with other management, butlers, guides, housekeepers and other staff as necessary
  • Ensure all guest amenities and services are up to standard and meet guest expectations.

Administrative Duties:

• Prepare and submit reports on guest feedback, service issues, and staff performance.
• Maintain accurate records of guest interactions, feedback, and any incidents.
• Attend any departmental and finance meetings
• Oversee stock takes, ensuring they are done correctly, and submitted timeously.

Continuous Improvement:

• Identify and implement new service initiatives to enhance guest experience.
• Encourage and support ongoing staff development and professional growth.
• Stay updated with industry trends and best practices to keep the lodge’s service standards competitive.

PERSONAL CHARACTERISTICS

• Good command of the English language
• An outgoing, warm, friendly personality
• Good communication skills
• Well presented, Honest, Diligent, and self-motivator 

• Have the ability to work under pressure

• High energy levels
• Good staff motivator skills
• Passionate about creating memorable experiences for individuals.
• Good interpersonal skills
• Sense of urgency
• Passionate about guest delights
• Attention to detail.

QUALIFICATIONS & PREVIOUS WORK EXPERIENCE REQUIRED

• Minimum of 3-5 years’ experience in a similar role/ in the hospitality industry
• Strong Food and Beverage skills and knowledge
• Valid Driver’s Licence

The successful candidate should have an enquiring mind, be methodical, pay attention to detail, be creative, show perseverance and patience, ability to work under pressure, ability to accept routine and mundane tasks, have high energy levels, be flexible, have the ability to overcome obstacles and persist with the task at hand, be decisive and adaptable.

We reserve the right not to make an appointment.

Contact information

Ziphozethu Bota