Guest Experience Agent - Cape Town at One&Only Resorts

Job Summary

The Guest Experience Agents manages efficiently any internal and external calls and emails, as well as acts as a point of liaison between the guests and any other departments of the resort (FO, Hosts, restaurants, housekeeping, maintenance, SPA, activities etc.). They take and enter all guests’ requests and proficiently communicates to the proper departments by radio, ALICE, phone, or email, and monitors the request until proper completion.

The Guest Experience Agents plays a major role in the pre-arrival journey of our guests by creating any itinerary and making all reservations and booking as per guest’s request according to One&Only Brand standard.

Finally, Guest Experience Agents have a high sense of customer service and communication, fluent in English (written and spoken), and know how to work under pressure. The use of computer, including Microsoft Office products and systems, Sevenrooms, Open Table and ALICE, as well as the ability to write with high speed and in a professional manner is highly required.

Key Duties and Responsibilities

• Carries out any assigned task with honesty, transparency, and integrity
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
• Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard
• Recommend and schedule restaurant reservations and/or activity bookings for the guests based on their needs and expectations
• Presents options and alternatives to guests and helps in making choices
• Create and send accurate itineraries and information to the guests based on their needs and expectations
• Inform all departments of pre-arrival requests made by the guest through ALICE
• Manage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA
• Follow-up with lost luggage from the airport
• Coordinate any third-party amenities to be delivered to the guests
• Schedule and provide wake-up call as per guest request according to standards
• Respond to guest calls for Guest Service within 5-minutes
• Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Update guest incidents report in ALICE
• Ensure all guest preferences and allergies as well as amenities are being updated inside the Guest´s SAGA Profile
• Manage the personal information of our guests via SAGA
• Updates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)
• Ensures all possible existing profiles are either merged or deleted daily through OPERA and SAGA
• Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest
• Monitor the operations through the Rooms Management function in OPERA.
• Offer alternatives with the guest’s best intention in mind and in line with the One&Only Brand
• Know how to use ALICE systems, GMH Reviewpro, OPERA, Sevenroom/OpenTable and SAGA perfectly to ensure a smooth operation and effective communication
• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
• Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
• Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
• Communicate professionally with our guests via email and ReviewPro Guest Messaging Hub (GMH)
• Follow-up all GMH Messages in a timely manner and record all requests made through GMH into ALICE
• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers
• Handle the perpetual telephone operation for the department using the telephone etiquette established by the resort
• Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
• Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest’s request and inform any urgent information and last-minute announcements
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
• Report any guest’s issue to the appropriate department or colleagues through ALICE or phone to provide a prompt and satisfactory response
• Contact the guest’s prior arrival sharing all important information relevant to the guest stay
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Support the coordination of guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal)
• Provides the Hosts and/or Runners with information regarding guest’s arrival and organizes the distribution of amenities
• Follow up on guests’ requirements based on Opera/PMS and ALICE information and ensures that runners deliver the proper items in a timely manner
• Attending calls within 3 rings with proper greetings
• Observing proper and professional email and telephone etiquette

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Minimum Experience: 2 years in same or similar position

Language(s)

• Language:
• Language: English 90%
• Computer savvy is highly required 
• Basic understanding of OPERA PMS System, ALICE
• Other Skills: Organized, multitasking, work well under pressure, mental agility, good interpersonal relationship, analytic, great tone of voice, positive attitude, and customer oriented