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PR Service Manager (#1,055,042,925) 

Job offer #1,055,042,925 in Franschhoek (Western Cape), South Africa

A client bases in Franschoek is is currently searching for a Service Manager for its expanding tourism-based business located in the Cape Winelands. to ensure a superior guest experience, manage the relationship with partner wine estates and ensure the successful management of service staff to deliver on required standards. Requirements: At least 5 years of applicable management experience in the hospitality or tourism industry Must be able to speak and write English clearly and distinctly Computer literate Matriculated with distinction Have a degree or diploma in a related field Flexible work schedule including working weekends Knowledge of wine a plus Areas of Responsibility Include: Responsible for the overall guest experience while on the tour Manage and train service staff in the delivery of world-class customer service Ensure that service quality and standards meet expectations on a day-to-day basis Develop and maintain good working relationships with the 27 partner wine estates Act as the main point of contact for the partner wine estates (you will be expected to deal with tasting room staff all the way through to the GM’s of the respective wine estates) Attend meetings with partner wine estates to resolve issues or make requests Look at ways of improving the service and guest experience Handle guest complaints (in person and via email) Directly engage with guests while on the service answering questions and receiving feedback Develop service staff training materials and conduct training sessions Act as Duty Manager when the Operations Manager is off duty Maintain a prominent level of visibility and involvement throughout the operation Carry out spot checks periodically to ensure service staff are performing at expected levels Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services Analyze guest feedback from online reviews and suggest ways to improve ratings Generate a weekly service report to be sent out to the team as an update on current activities including a guest feedback section Skill Requirements: Problem solving skills Negotiating skills Interpersonal skills Leadership skills Training & coaching skills Verbal reasoning skills Communication skills (written & verbal) People management skills

Job Details

Job Location
Post Code
Western Cape
South Africa

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