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To support the hotel by ensuring effective management of the Front Office Department in an efficient, courteous and respectful manner
Front Office Operational Planning and Organising
Team Management and Productivity ensuring that Targets are Achieved
Ensure the integrity of all data being entered into the Front Office Property Management System by users in all aspects of the system - Reservations, Front Office, Cashiering, Rooms Management, Night Audit, and Configuration etc. with special attention to rates, packages & guest history (guest cycle information).
Reception, Switchboard & Porters Management
Human Resources (Front Office) Team Management
Budgeting and Reporting (daily and monthly)
Security, Hygiene & Safety
Preference Will Be Given to Indian And Coloured Applicants to Balance The Equity.
3 Year Diploma in Hospitality Management
5 Years in 4 Star FO Management Position
PLEASE NOTE THAT ANY 'NO' ANSWERS WILL BE DISQUALIFIED IMMEDIATELY
· Reference: LS-75860-1908 · Salary: Market Related · Country: South Africa · Province: KwaZulu-Natal · Date Posted: 19 Apr 2017 · Employer type: Hotel
We are looking for an outgoing Guest Relations Officer to make clients feel at home and to guarantee their contentment. You will furnish clients with above-and-beyond service to ensure a memorable and genuine experience. The goal is to sponsor a helpful image by honoring guests' requests and to achieve high levels of guest satisfaction and engagement.
A Guest Relations Officer gives each guest a personal recognition. This could be in a form of memorizing names of the customers or addressing them with the correct salutations, such as "Miss", "Sir", "Ma'am" or "Minister. " Although a GRO would not be able to memorize the names of all the hotel guests at a given time, they should remember a hotel guest's name after two transactions. A GRO meets and greets arriving guests and bids them farewell as they leave. He or she reviews the arrival list daily and assists in preparing and distributing welcome amenities. GROs escort VIPs to their rooms and check them in before their arrival. A GRO attends promptly to customers' inquiries and assists them with their needs. When it comes to complaints, they allow guests to speak first and then provide solutions to their issues or concerns. The GRO logs the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention. The GRO should always be present in the hotel lobby and should maintain proper decorum at all times. They should respond quickly to calls in case he or she is not at his or her post. He or she also promotes all the facilities of the hotel and knows the surrounding areas when asked for directions. A GRO should also be familiar with the best places to tour, shop, and dine.
The guest relations officer should always be neat in appearance. The person should always wear a complete uniform within the standards set forth by the hotel management. He or she should show his identification tag so that guests know their name. Hair should be neat and should have a color that is within guidelines, which means no unnatural hair colors. A female GRO should wear makeup that is not overbearing, keeping the look simple, professional, and natural. She should make sure her fingernails are clean with no visible tattoos and no earrings on parts of the face other than the ears. She should wear only a pair of stud earrings on her earlobes (men should not wear earrings at all). A GRO should not only look clean but also smell pleasant. Since most of the time the GRO will be conversing with guests, it is important that his/her breath smells fresh; however, chewing gum is not permissible at work.
Ensure and provide flawless, upscale, professional and high class guest service experiences
Analyse customer feedback and provide strategic direction to continuously improve overall rating
Respond to guests needs and anticipate their unstated ones
Expect and react promptly to guests' requirements and inquires
Actively listen and resolve guests' complaints
Oversee and coordinate all arrivals and departures of special guests (VIP etc)
Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
Promote all amenities, conveniences and programs offered
Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
Appraise team's performance and produce reports
Examine activities logbook, assign tasks appropriately and implement control schedule daily
Proven working experience as guest relations manager (at least three years)
Working experience in hospitality
Adequate knowledge of personalised services principles and processes
Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
Familiarity with industry's latest trends
Hands on experience with guest relationship management software
Proficiency in English, multilingualism will be considered an asset
Guest service orientation and drive
Excellent problem resolution skills along with outstanding communication and active listening skills
Ability to work flexible hours
Highly responsible and reliable with a professional presentation
Computer Literate (Excel, Outlook and Microsoft Word); in addition ResRequest or simliar would be advantageous - but not essential. Being Internet Savvy would have your application viewed in a positive light.
· Reference: LS-75863-1704 · Salary: 4 500 - 6 000 Live In · Country: South Africa · Province: Western Cape · Date Posted: 18 Apr 2017 · Employer type: Guest House / Bed & Breakfast
Conservation work (Eradicating of alien plants, putting out feed, game capture/culling activities and introductions)
Assisting with fires
Working on programs as far as interaction between guides and guests
Hosting on scheduled evenings
Assisting with guest luggage
Kid Safari's and External guest activities
Participating in all meetings
Admin from a Ranger's point of view
* This is just a basic outline of what your duties will entitle.
Purpose of Position:
To assist in the duties of the Reservations Department maximising bookings by delivering a delightful yet efficient reservations service; our reservationists are meticulous at administration ensuring that every detail of a customer's reservation has been accurately recorded following established procedures.
The ultimate goal of all employees is to deliver excellent customer service, creating a unique experience for the customer which makes them want to return; you should be positive, loyal and a proud ambassador of the Kololo brand.
Upbeat and positive attitude throughout the entire day
Excellent communication skills, both verbal and written
Ability to work in a high pressurised environment
Highly organised people
Natural ability to sell products enthusiastically
Exceed our customers' expectations by delivering service in a professional, knowledgeable and accommodating way.
Remain calm, patient and polite if receiving customer feedback.
Are confident, self-motivated and demonstrate a passionate commitment to the business.
Are friendly, professional, honest, reliable and trustworthy.
Have good working relationships with everyone they come into contact with at work, behaving in a friendly, courteous and professional way.
Bring a positive attitude to work, co-operating closely with team members and other departments to ensure that Kololo is the best it can be.
Set a great example to new employees.
Key Duties and Responsibilities:
To deal efficiently and politely with all telephone, email, internet and ‘in person' enquiries.
To ensure that all reservations are recorded following established procedures with full and clear information and that they are input accurately and promptly onto the system.
To maximize revenue by converting enquiries, recognising business prospects and taking every opportunity to upsell, including promoting premium bookings and scheduling activities.
To liaise with clients and customers to coordinate corporate events
To liaise with all departments to ensure the best service is provided to our customers.
To ensure that all your work meets company standards and is according to training given; all function paperwork must be accurate and complete, including catering requirements, booking supplements and payment details.
To create daily day sheets detailing reservations.
To have an in-depth knowledge and understanding of the operation of the business including all food and drink menus to ensure that you are able to respond to customer enquiries.
To undertake general administration duties.
Skills/Requirements: Field Guide:
FGASA Level 1
Minimum 2 years experience
1 year experience in Big 5 area
First Aid Level 1
Previous 4 star establishment experience
Be able to use own initiative
Strong reservation skills
Semper experience will be an advantage
Strong organizational skills
Minimum 2 years experience in reservations
Attention to detail
Approachable and friendly
Good hosting skills
Be able to use own initiative
Previous 4 star establishment experience
· Reference: LS-75868-1104 · Salary: Dep on Exp · Country: South Africa · Province: Limpopo · Date Posted: 11 Apr 2017 · Employer type: Game Farm & Lodge
Receiving calls from guests interested in staying in a hotel, verifying customer information and payment options, sending customers a confirmation note or email and assigning rooms to customers.
Industry reservation system experience would be beneficial (Apex experience would be Ideal)
1-2 years Reservationist experience
· Reference: LS-75813-0704 · Salary: R8,000 - R12,000 · Country: South Africa · Province: Western Cape · Date Posted: 07 Apr 2017 · Employer type: Hotel
Experienced Reservations Manager needed for Hotel in Polokwane. The candidate would be responsible for all the Hotel reservations, including the management of the front office staff.
Must have a formal hospitality qualification with at least 3-5 years experience as a Reservations Manager within a 4/5 star Hotel; Must be proficient on the Opera system; Must have strong leadership and communication skills (written and verbal); Must be able to work under pressure with excellent sales and customer skills; Must have strong organisations and administrative skills; Must be procedure orientated.
· Reference: LS-75810-0605 · Salary: Negotiable (Live - out) · Country: South Africa · Province: Limpopo · Date Posted: 06 Apr 2017 · Employer type: Hotel
Professional and well spoken Receptionist needed for new 5* Star Lodge near Lephalale. We require the services of an experienced Receptionist to answer and direct calls, assist with queries and guest complaints, process payments and compile invoices, and to be responsible for the checking in and out of guests.
Opera System Experience required.
Minimum of 2 years experience in a hotel reception
Polite, friendly person that can think on their feet
Well spoken and well presented individual
Strong administration skills
Must have grade 12 and be computer literate.
· Reference: LS-75808-0605 · Salary: Negotiable (Live - In) · Country: South Africa · Province: Limpopo · Date Posted: 06 Apr 2017 · Employer type: Game Farm & Lodge
Looking for an experienced and dynamic Duty Manager for a 5 Star lodge in the Lephalale district. The successful candidate should have at least 3 years relevant experience within a 4/5 Star Hotel and will be responsible for the daily operation of all the different areas within the Hotel.
Must have a formal hospitality qualification with at least 3 years experience as a duty manager within a 4/5 star Hotel
Computer literate: must be proficient on Opera and Micros
Must be able to successful manage, train and motivate a team
Must have excellent guest relations and communications skills
Must have in-depth knowledge in F&B, FOH and Accommodation
Must have excellent guest relations skills
· Reference: LS-75805-0605 · Salary: Negotiable (Live - In) · Country: South Africa · Province: Limpopo · Date Posted: 06 Apr 2017 · Employer type: Game Farm & Lodge