Nafasi Za Kazi Kutoka Zanzibar Pearl Hotel October 2024

POSITION SUMMARY:

Operations, guest relations / Assistant Manager should have an excellent level of commercial awareness, who can build and maintain relationships with internal and external guests. Also responsible for highlighting short/medium/long-term issues to the Central Bank and helping to resolve them. To ensure and deliver a flawless, high quality, professional and high level of guest service experience. Analyzing customer feedback and providing strategic direction to continually improve overall ratings. Responding to guests’ needs and anticipating the unmentioned. implement work flow procedures according to the direction from the General Manager of the company. Their responsibilities include supervising employees during day-to-day operations, providing support to customers in difficult situations and managing the overall work flow of the workplace.

DUTIES AND RESPONSIBILITIES:

Operational role:

Fully responsible for all aspects of all departments.
Assist and cooperate with the Head of Department in all aspects of the operation of this hotel.
Make sure that the buildings are in working condition according to the type of unit to receive and serve visitors.
Ensure implementation of SOPs in all departments and check the same during routine
operational audits. Consultant/GRM guidance to be taken wherever required.
Randomly inspecting stores (F&B/Kitchen) to check stock on hand (quality, same stock levels, expiry date etc) with F & B Manager and Chef.
Inspect all departments for SOP implementatio
Inspect all departments and their respective Managers for cleanliness, environment, service readiness, staff care and hospitality culture.
Monitor coordination between all departments for efficient and effective operations.
Assessing and reviewing customer satisfaction and service recovery processes.
Meet with all departments. leads the review and training of employees to maintain human capital.
Identify training needs of staff and assist in development
Provide timely and constructive feedback to all direct reports as and when required either formally or informally.
Schedule and conduct weekly / Daily meeting with staff
Get on call 24 hours a day to solve any urgent problems regarding emergencies.
Responsible for the overall management of hotel operations.

Role of assistant manager:

To review the performance of employees.
Develop good customer relationships.
Participate in hiring and firing processes.
Smooth problems within the workplace.
Handle employee and customer issues.
Develop strategies for better workplace effectiveness and achieving goals.
Relationships between managers, customers, and employees.
Provide direction to employees
Fill in for General Manager (GM) during absence. Making operational decisions, holding meetings and providing accountability.
Support the continuous learning and development of team members.
Help create and foster a respectful and inclusive team environment.
Guest relations role:
Provide a high level of guest service to customers throughout their stay
Ensure customers are properly greeted upon arrival.
Monitor daily reservations and ensure assigned rooms are ready prior to check-in.
Coordinating the collection and storage of cargo
Manage check-in and check-out procedures, including booking.
Process guest requests promptly.
Listen carefully and resolve complaints.
Coordinating and managing communications between guests and staff and following up to ensure we are resolving customer issues.
Inform customers about our hotel services, including breakfast and dining options
Advertise all hotel services, benefits and programs offered.
Manage the guest relations team (including Receptionists and Waiters) to ensure
compliance with all operating standards and procedures.
Evaluate team performance and provide regular reports.
Communicate with Housekeeping and Wait Staff to provide a comfortable experience for all guests
Review daily tasks, assign tasks and monitor progress.
Analyze customer feedback from the hotel’s guestbook and online reviews and suggest ways to improve ratings.
Recommend local tourist spots.
Establish friendly relationships with regular hotel customers
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
Practical experience with Hotel Management Software (PMS)
English Proficiency; knowledge of another language is a plus
Drive customer service with excellent communication and active listening skills
Excellent problem solving and multitasking skills
Leadership skills with the ability to motivate the team in high performance.

EXPERIENCE

QUALIFICATION: