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6 Jun 2022

PermanentJob for Guest Experience Manager Requered

Law Emporium/ HR Partners – Posted by JobPost24 Mpumalanga, KwaZulu-Natal, South Africa

Job Description

Job for Guest Experience Manager Requered

Location: Mpumalanga
Job Type: Permanent
Company/Employer: Law Emporium/ HR Partners
Job Title: Job for Guest Experience Manager Requered


Vacancy Details

As a key member of the senior management team who reports to Dealer Principal, Guest experience throughout the dealership, and is the constant inspiration and central point of focus across the dealership for consistently and enthusiastically treating a…

As a key member of the senior management team who reports to Dealer Principal, Guest experience throughout the dealership, and is the constant inspiration and central point of focus across the dealership for consistently and enthusiastically treating all customers as special guests at all times, in all way

Key Objectives: Ensure overall process adherence to deliver and sustain FGE SOPs.

  • To drive the Guest first approach amongst sales and service staff at the dealership with specific emphasis on consistent, flawless and sustained execution of every aspect of the Ford Guest Experience Sales and Service processes.
  • To Monitor all Guest Experience metrics and Guest Feedback channels and work directly with DP / GM / SM / Service Manager to support all review and performance initiative at the dealership.
  • To coordinate all the training for dealership staff basis certification pathways as per Ford Academy report.
  • To be a coach to sales and service team for helping them understand the Ford Guest Experience process and guide them to deliver best guest experience to the Guest.
  • To guide continuous improvement in the Ford Guest Experience indexes (CVP, JDP), by constantly
  • reviewing and analyzing the above indexes and work directly with Sales and Service Managers to optimize and refine the process performance and staff behavior and skills.
  • To ensure the lifetime relationship engagement activities are being carried out.
  • Ensure personalized reception by availability and continuous training of guest facing support staff like Concierge, Reception, Security and Housekeeping staff.
  • Ensure adherence to all Management Action Meetings of Sales and Service.
  • In liaison with the Sales and Service Manager lead, facilitate and coordinate continuous dealership training programs.
  • Monitor all Guest related concerns for both sales and service.
  • Manage and lead the 5S program at the dealership (Sales & Service) by dividing the responsibilities among the team members by making Zone champions.
  • Ensure execution of in-dealership training and 1-1 coaching to relevant Sales & Service staff by the respective operational heads every month.
  • Monitor and drive usage of social media by Sales and Service team.
  • Monitor all Guest related concerns for both sales and service.
  • Onboard new candidate joining for Guest facing roles by training them on process, behavior, soft skills, e-learning and FGE values.
  • Do surprise checks and monthly assessments using the FGE assessment tool to sustain and constantly improve Guest experience process at the dealership and share the findings along with Action Plan with Dealer Principal, dealership senior management team and FORD Field team
  • Escalate critical points to Dealer principal and FORD team that hamper smooth execution of FGE processes at dealership and ensure they get resolved.
  • Relationships
  • Reports to – Dealer Principal
  • Relationship with
  • Ø Sales Manager, Service Manager, HR Manager
  • Ø All direct Guest facing staff in Sales and Service operating Process
  • Ø All supporting staff in sales and service
  • Ø All Supervisory team members
  • FORD team
  • Candidate Requirements
  • Skills and Key Requirements

Personal Skills:

  • Strong personal skills: Confident, personable, courteous and good listener
  • Great Communication skills (English and local language)
  • Friendly and Team player
  • Energetic and Positive
  • Attention to detail
  • Process Driven
  • Professional:
  • Bachelor Degree in Marketing, Sociology, Human Science.
  • Preferred Experience: Minimum of 5 years’ experience in Guest facing/Guest satisfaction positions, including at least 3 years in supervisory or management role
  • Hospitality experience would be a strong advantage, such as hotel, high value retail, high-end restaurant etc.

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