Motor Industry Guest Experience Manager_Cape Town

Treat every customer as a special guest

To guide continuous improvement in the Guest Experience indexes (CVP), 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 behaviour and skills. i.e. ensure that the sales and services processes and standards are adhered to.

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, 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 improvement and dealership training programs.

Monitor all Guest related concerns for both sales and service. Maintain all concerns received in the concern resolution log and involve the concerned person for resolution.

Ensure speedy resolution of all guest concerns received

Manage and lead the 5S Program - Sort (organize), Set order, Shine (cleanliness), Standards and Sustain - 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.