Job Advert Summary
As the Guest Experience Manager, you will be the driving force behind delivering and sustaining the Ford Guest Experience (FGE) at our Ford Hermanus dealership.
Your mission: embed a "Guest First" culture across sales and service departments, ensuring consistency, quality, and excellence in every customer interaction.
Salary structure:
- Basic monthly salary
- Provident fund and medical aid benefits
Minimum Requirements
- Grade 12 or equivalent
- Hospitality, Communications, Consumer Studies Diploma or related qualification
- Min 2 years previous experience in a customer experience or guest relations role, ideally in the automotive or retail sector.
- Strong problem-solving abilities and the ability to remain calm under pressure.
- Strong leadership and coaching skills with the ability to inspire cross-functional teams.
- Excellent communication, interpersonal, and problem-solving abilities.
- A passion for creating memorable guest experiences and a detail-oriented mindset.
- Experience working with CRM systems and customer feedback tools
- Valid drivers lisence
- Clear criminal record
Duties and Responsibilities
- Ensure full adherence to all Ford Guest Experience (FGE) Standard Operating Procedures (SOPs) across departments.
- Champion a guest-centric mindset among sales and service staff, coaching them on best practices.
- Monitor guest feedback through various channels and collaborate with Sales and Service Managers to drive continuous improvement.
- Coordinate staff training based on Ford Academy certification pathways to ensure role-readiness and performance excellence.
- Act as an on-ground coach and motivator, helping teams understand and deliver every aspect of the FGE.
Report job
