Position Summary:
The Executive Floor Manager is responsible for leading the planning and delivery of the hotel’s VIP, suite and long-staying guest experience, including personalising important touchpoints in the customer’s journey from arrival and throughout their stay, resulting in a superior experience for guests visiting the hotel, with the ultimate objectives of building and developing strong, sustainable relationships with customers in the domestic & international markets, maximising return hotel business and growing Sun International’s hotel brand as the destination of choice, in line legislative requirements and company standards
Key Responsibilities:
- Communicate objectives and important information with regards VIPs in-house to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
- Provide thought leadership and innovations on the Palace’s customer experience portfolio
- Understand and provide recommendations to enhance VIP and suite standards and offerings
- Analyse and review reward and loyalty strategies for high end customers, and make recommendations where required
- Develop a customer value proposition, plan and standards aimed at the Palace’s VIP, suite and long-staying customers and create a roadmap and objectives around the customer’s five-star experience and journey
- Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities
- Track and analyse feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders
- Collaborate with other departments to implement the experience for customers across the property
- Provide innovative concepts and customer insights to showcase facilities and opportunities that will increase customer activity, return visits and spend across the property
- Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring the Palace as the hotel destination and brand of choice
What you’ll have:
- Advanced written and verbal communication skills
- Experience in supervising a team is an advantage
- 8 years’ experience in a customer relationship management position; preferably obtained within the hospitality and casino industry
- Managing Customer & Stakeholder relationship
- Negotiating skills
- Networking skills
- Financial and Business acumen
- Proficient computer skills – MS Office, Opera, Inquba
- Business Intelligence & ROI Analyses
- Conceptualising
- 3 Year Diploma in Hospitality Management or Marketing