The role of a Leisure and guest relations officer is to provide quality guest service within the guidelines specified by the hotel management. To oversee all Leisure and guest relations operations, set and maintain high level of guest service, Provide support for the guests.

TASKS, DUTIES AND RESPONSIBILITIES

• Provide exceptional leadership and vision to deliver a strong financial and operational performance, whilst ensuring a positive work-place culture and environment.
• Developing and maintaining consistently high levels of customer care showcasing high engagement, ownership and demonstrating what a 4-star leisure facility looks like.
• Complete all risk assessments and health and safety compliance procedures and protocols in line with leisure and guest relations management best practice and policies.
• Oversee the implementation of the new Leisure Management System and efficiently manage the booking schedule and programme of activities.
• On rotation be responsible for opening and closing the Leisure premises carrying out security and safeguarding checks.
• Network at senior level with key partners, stakeholders and community leaders in order to maintain relationships at the highest level to secure significant support and ongoing development of the Leisure and guest relations activities.
• Work collaboratively with wider functions and teams to deliver impactful community engagement programmes.
• Responsibility for the recruitment, training, and performance of the team.
• Development of the team through coaching and feedback, ensuring standards are kept to optimum levels.
• Acting as the driving force behind the execution of high standards across the facility.
• Work with the Head of Departments to ensure that the Leisure and guest relations operates within agreed income and expenditure budgets across all areas of the operation.
• Ensure optimum working conditions and cleanliness of all fitness, and all leisure facilities and equipment, and safeguarding the repair, maintenance, and cleanliness thereof.
• Maintaining accurate statistical information, ensuring programme participation and retention targets are met for the company.
• Working with the Marketing team to promote the facility and its activities.
• To use this understanding to ensure safe working practices, appropriate reporting of concerns and contribute positively to a safe environment.
• Willingness to undertake professional development by participating in staff development and training activities,
•  Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Undertake any other responsibilities assigned by the line Manager or any other competent authority.

LAWS, REGULATIONS AND POLICIES

• Follows all applicable laws and corporate standards and guidelines

HEALTH AND SAFETY

• Ensuring that all potential and real hazards are reported and reduced immediately
• Fully understands the hotel’s fire, emergency, and bomb procedures
• Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees
• Stimulates and encourages a general awareness of health and safety in tasks and activities managed within the department
• Ensures the safety of the people and property within the premises by applying hotel regulations, and adhering to existing laws and regulations
• Anticipates possible and probable hazards and conditions and either corrects them or take action to prevent them from happening
• Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department

MISCELLANEOUS

• Attending meetings and training required by the department
• Maintains proper flow of information within the hotel by reviewing sales work files of assigned accounts
• Assist colleagues to perform similar or related jobs when necessary
• Ensure guest satisfaction by attending to their requests and inquiries courteously and efficiently
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests and stakeholders
• Maintains your own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the appropriate person within the hotel
• Continuously seeks to endeavor and improve the department’s efficient operation, and knowledge of own job function

Is well updated on, and possesses solid knowledge of the following:

• Hotel fire, bomb and emergency procedures
• Hotel health and safety policies and procedures
• Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)
• Hotel standards of operation and departmental procedures
• Current licensing relating to own department and to the hotel
• Accepted methods of payment by the hotel

NB: Any other duties or tasks assigned by your line Manager or other competent Managers/Authority

QUALIFICATIONS, SKILLS AND EXPERIENCE

• A bachelor’s degree in hospitality management or equivalent in relevant disciplines
• 3 Years and over of relevant work experience
• Creativity and innovation
• Management with accountability and responsibility
• Communication, public contacts and customer relations
• Good Responsibility for judgement and decision making
• Should have a good level of responsibility for supervision of others
• The job requires mental or working and high pressure
• Guest/customer relations experience, preferably in a hospitality environment
• strong working knowledge of relevant computer software including MS Office and booking and payment systems
• administrative skills

Please send the following documents to: 

• • Cover letter
  • Resume
  • Academic papers (the successful candidate will be required to submit notarized copies)
  • Service certificates proving the work experience
  • 3 professional references

All attachments should be in Word or PDF form attached as one document

Only shortlisted candidates will be contacted for interviews, and no phone calls.

Mantis Akagera Game Lodge is an equal employment opportunity employer

Note:

• Applicants must meet the minimum requirements in terms of qualifications.
• Successful candidates will be required to submit a criminal record
• The expected starting date is as soon as possible.