Are you ready to step into an exciting role? As the Operations and Guest Relations Assistant Manager, you’ll need a strong sense of commercial awareness. Your job will be to build and maintain great relationships with both our internal team and our guests. You’ll also help the General Manager identify any short, medium, or long-term issues and come up with effective solutions. We’re all about providing top-notch, professional service that leaves our guests feeling valued. You’ll analyze customer feedback to find ways to improve our overall ratings and anticipate what guests need even before they ask. You’ll work closely with the General Manager to implement smooth workflows, supervise daily tasks, and manage customer support in any tricky situations.

Duties and Responsibilities:

Operations Role:

  • Be in Charge: Take responsibility for all departments.
  • Collaborate: Support all Heads of Departments in running the hotel smoothly.
  • Maintain Standards: Ensure the hotel is always ready to receive guests and meets operational standards.
  • Check Procedures: Implement and monitor SOPs (Standard Operating Procedures) across all departments.
  • Inspect Stock: Regularly check supplies in the F&B and Kitchen areas, looking for quality and expiry dates alongside the F&B Manager and Chef.
  • Quality Control: Ensure cleanliness and readiness across all departments, focusing on service, staff appearance, and hospitality.
  • Coordinate: Ensure all departments work together efficiently.
  • Customer Feedback: Regularly assess guest satisfaction and improve service recovery processes.
  • Train Staff: Meet with department heads to train and develop staff skills.
  • Provide Feedback: Give constructive feedback to your team.
  • Stay Available: Be on call 24/7 to address urgent issues.
  • Overall Management: Oversee all operations within the hotel.

Assistant Manager Role:

  • Performance Reviews: Conduct reviews for employee performance.
  • Customer Relationships: Build positive relationships with our customers.
  • Recruitment Support: Participate in hiring and firing processes.
  • Resolve Issues: Help smooth out workplace problems.
  • Address Concerns: Listen to both employee and customer concerns.
  • Strategy Development: Create plans for better workplace efficiency and achieving goals.
  • Liaise: Be the link between managers, customers, and employees.
  • Provide Direction: Guide staff in their roles.
  • Act for the GM: Step in for the General Manager when needed, making decisions and holding meetings.
  • Team Development: Encourage ongoing learning and a supportive team environment.

Guest Relations Role:

  • Upscale Service: Deliver high-quality service experiences for our guests.
  • Warm Welcome: Greet guests upon arrival with a smile.
  • Monitor Bookings: Ensure rooms are ready before check-in.
  • Luggage Management: Handle luggage collection and storage.
  • Streamlined Check-In/Out: Oversee the check-in and check-out processes.
  • Address Requests: Respond to guest requests quickly.
  • Resolve Complaints: Listen actively to guest concerns and resolve them promptly.
  • Communicate Effectively: Manage communication between guests and staff, following up on issues.
  • Inform Guests: Update clients on hotel services like dining options.
  • Promote Amenities: Highlight all the great features and programs we offer.
  • Manage Guest Relations Team: Oversee Receptionists and Concierges to ensure compliance with our standards.
  • Performance Appraisal: Review team performance and generate regular reports.
  • Collaborate with Staff: Work with Housekeepers and Wait Staff to ensure a pleasant experience for guests.
  • Analyze Feedback: Review guest feedback and suggest improvements.
  • Recommend Local Spots: Share tips on local attractions.
  • Build Relationships: Foster connections with returning guests.
  • Other Duties: Be ready to take on additional tasks as needed.

Skills Required:

  • Focused & Communicative: Excellent communication skills with a professional appearance.
  • Experienced: Proven experience as a Guest Relations Manager, Hotel Manager, or similar.
  • Knowledgeable: Understanding of hotel management best practices.
  • Tech-Savvy: Hands-on experience with Hotel Management Software (PMS).
  • Multilingual: Proficiency in English; knowing other languages is a plus.
  • Service-Oriented: Strong customer service skills and active listening abilities.
  • Problem Solver: Ability to multitask and resolve issues effectively.
  • Leadership Skills: Capable of motivating a team toward high performance.
  • Flexible Hours: Willingness to work flexible hours.
  • Responsible: Strong sense of duty with a polished presentation.

Qualifications:

  • Education: BSc degree in Hospitality Management, Tourism, Business Administration, or a related field.

Experience:

  • Work Background: Minimum of 3 to 4 years in a 3 to 5 Star Hotel as a Guest Relations Manager, Operations Manager, or Assistant Manager.

Email your application to: hr@zanzibarpearl.com