Driver - S (Wild Coast) at Sun International

Main Purpose of the Job

Responsible to collect, deliver and transport guests around the property, and to external destination safely and provide exceptional, personalized luggage, transport, and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is personalized and worth memorable.

Key Performance Areas

Prepared Work Environment

• Identify issues with regards the workstation appearance/ functioning of equipment and systems.
• Conduct inspections of vehicles and identify any issues to be addressed.
• Check overall cleanliness of vehicles, parking areas and general Porte cochere area.
• Check fuel levels and ensure car is ready to transport guests.
• Review the arrival and VIP lists daily and understands special requirements.
• Be aware and investigate directions for any new or unfamiliar destinations to which guests will be travelling.
• Co-ordinate the scheduling of maintenance of vehicles when necessary.
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions, and activities.

Transporting Services

• Greet all guest when entering the vehicle, and assist disable guests as necessary.
• Transport guests safely to any destination in accordance with hotel policies and rules.
• Adhere to all road rules.
• Co-ordinate and park vehicles of visiting guests and residents.
• Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination.
• Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property.
• Greet all guests when they enter the vehicle; and assist disabled guests as necessary.
• Transport guests safely to any destination in accordance with hotel policies and rules.
• Plan routes to destination.
• Log transport to external destinations and file necessary documentation.
• Raise charges.
• May be required to collect and deliver other items as requested by management.

Delivering Luggage Services

• Collect guest luggage and equipment on arrival and take through to front desk.
• Tag baggage items and return the identification slips to guests.
• Escort guests to their room, placing luggage in room assigned by front desk.
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Delivers faxes, messages, packages and flowers to guests’ rooms and other offices.
• Collect, tag, and deliver group luggage.
• Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items.
• Update and file any luggage documentation.
• Transport departing guests’ luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.

Customer Engagement

• Be present at the Porte cochere and maintain proper decorum at all times.
• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
• Interact with guests and provide professional service standards and solutions to questions and enquiries
• Identifies customers and understand their preferences
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and Porte cochere

Education

Education, experience, and competencies required

• Grade 12/ Matric or equivalent.
• Professional Driver’s Permit (PDP)
• Valid Driver’s licence Code 10 with a clean driving record.
• 2 years’ experience as a driver.
• Experience in a customer service environmental is an advantage.

Work conditions and special requirements

• Ability to work shifts that meet operational requirements (including weekends, public holidays and shifts)
• Physically able to stand, drive, lift luggage and move around as per job requirements.
• Have an open attitude to perform similar functions to those contained in this document, in alternative outlets due to operational requirements.

Job Complexity

Know How

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term daily / weekly basis and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure customers receive exceptional experiences.
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Skills and Knowledge

Problem Solving

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options, and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Core & Personal behavioral competencies

• Dealing with Customers.
• Problem solving.
• Checking.
• Collecting information.
• Verbally informing.
• Team Co-operations.
• Friendly presentable individual.
• Emotionally mature and able to work under pressure.

Technical / proficiency competencies

• Hotel Product Knowledge (facilities and activities)
• Knowledge of the area and important landmarks in the area.
• Luggage procedures.
• English Verbal and Written Communication skills.
• Basic PC skills.
• Basic knowledge of Opera.
• Read directions and maps.
• Make use of a GPS device.
• Driving skills.