GUEST RELATIONS MANAGER ROLE BASED IN CAPE TOWN

The Guest Relations Manager will be the initial and ongoing point of contact with Clientele. The role is characterised by being Client focused, with the full Guest Experience as a roadmap to success. This role will report to the Head of Hospitality.

 

THE COMPANY

• Founded 17 years ago, unique multi-award winning company with high global reach (clientele and employees)
• The only company to offer a commercial private jet service to the Antarctic continent
• Renowned for their top end luxury and exclusivity
• Extremely complex value chain with extraordinarily high logistical expenses that enable transportation to, and accommodation of Guests on the Antarctic continent
• Highly seasonal business which results in the need for careful planning in both the high and low seasons

 

THE ROLE

• Managing the shop (online and physical store)
  • Manage stock levels, including ordering of stock;
  • Ensure size curve is updated and managed;
  • Utilise and manage stock program Shopify – upload new stock items and quantities;
  • Branding of stock;
  • Pre-packing orders;
  • Merchandising
• Serve as the main contact point between WD and Guests, including;
  • Liaise with Sales team to take over communication;
  • Onboarding of all Guests (camp trips, day trips and expeditions)
• Maintenance of the online program to reflect guest status
• Managing relationships with external partners – hotels, transfers etc.
• Procurement and managing of guest gifting
• Conduct Safety briefings including:
  • Set-up of “Client Experience” venue at WD offices, prepare refreshments etc.;
  • Ensure briefing material is updated and finalised, equipment is ready etc.;
  • Coordination and communication of date and time to Guests
• Assist in (writing and facilitating/conducting) the On-Ice staff training;
  • Ensure each employee/contractor receives training before they go on ice;
  • Ensure all employees receive the same standard training
• Assist in curating the Guest Experience in partnership with WD Journey
  • Including Guest logistics and communication

 

THE PERSON, REQUIRED EXPERIENCE AND SKILLS

• Proven track record of ability to be client facing (presentable at all times, confident,
  able to engage at all levels)
• Dynamic personality and able to uphold the values of WD during any interaction with their niche clientele
• High level of professionalism
• Excellent communication skills (verbal and written)
• Strong project management skills – able to handle multiple priorities and coordinate teams/projects simultaneously
• Agile and calm, enabling you to quickly and accurately address and resolve conflict and queries
• Thrives under pressure, shows the tenacity and able to work independently for extended periods of time
• 6-8 years’ relevant experience in hospitality project management, event management and/or guest relations, managing complex projects
• Excellent telephone, and online communication presence via Zoom etc
• Advanced MS Office skills (Pivot tables, graphs and IF statements)
• Experience in international tourism an advantage (preference will be given to these candidates)
• Only South African citizens will be considered for the role

 

Please send your CV, cover letter and include position you will be applying for in subject line to [email protected]