Guest Experience Manager at One&Only Resorts

Job Summary

The Guest Experience Manager is responsible for the planning, execution and managing of all Connectivity Center operations ensuring that guests and organizational needs are met. Core duties includes management and leadership of processes for the continuous improvement of the customer experience. To provide high quality services while meeting service standards, improving connectivity center performance, increasing use of resources and adaptation of new proven technologies to ameliorate efficiency and achievement of metrics. Tactical emphasis on customer care, quality management, workforce planning, coaching, and training. To demonstrate a commitment to excellence through continuous staff development program enhancing employee engagement, service, knowledge, skills, and morale.

Key Duties and Responsibilities

Development

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Attend morning meeting with Heads of Departments
• Communicate staff any relevant information, via email, line-ups or one on ones
• Plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
• Maintain intra-departmental relations and communication to achieve synergy within the department and the One&Only Resorts daily operation
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Proactively participates in own development and team development
• Hiring, training, coaching, and leading Guest Services representatives as they provide support for guests
• Leading team meetings, asking questions to better understand the calls the team is receiving, educating, and coaching workers regarding processes and practices, and explaining expectations
• Utilizes LQA and Forbes Travel Guide luxury service standards during training and pre-shift meetings to instill appropriate levels of knowledge and understanding of colleagues
• Reflects the effective interdepartmental communication across the resort; acts with integrity and leads by example
• Constantly looking for more ideas and ensure creativity to the guest experiences (amenities, special celebration, and guest’s important moments)
• Develop Standard Operating Procedures related to the department operations
• Completing system and team audit analysis and quality assurance program
• Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

Product

• Always represent and promote One&Only Resorts and to the best of his/her abilities
• Adhere of company ethics & antibribery policies 
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy
• Contributes to the overall company operational targets as well as daily business decisions

Operations

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Maintain and improve Guest Services operations by monitoring systems, and performances
• Identifying and resolving problems and preparing and completing action plans
• Maintain professional and technical knowledge by tracking emerging trends in Guest Services operations management
• Uses suggestive selling techniques to sell and to promote services of the resort
• Coordinate analytic, strategic, and technical resources to meet customers’ expectations and ensure satisfaction
• Developing objectives for the connectivity center’s day-to-day activities
• Know how to use ALICE systems, GMH, OPERA, Open Table, SAGA, and Micros 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
• Monitor different type of communication processes and provide structured, consistent, support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals
• Confirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
• Coordinate daily Arrival and Departure experience
• Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
• Manage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA
• Ensures all possible existing profiles are merge daily through OPERA and SAGA
• Manage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
• Taking on other tasks or projects to support employees, other managers, and Rooms Division operations
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Drive and support revenue generation

Quality

• 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
• Support the coordination of guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Collecting and analyzing connectivity center statistics (abandonment rate, efficiency, customer service metrics etc.)
• Ensure compliance with guidelines and standards
• Follow up on guests’ requirements based on Opera/PMS and ALICE information and ensures that runners deliver the proper items in a timely manner
• Consistently implements and adheres to all luxury service standards including LQA and Forbes Travel Guide
• Improve guest satisfaction
• Improve efficiency and timeliness of service
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
• Ensure all guests’ requests are successfully completed
• Look after guests who need special attention with the upmost care and accuracy

Management

• Directs the Guest Experiences / Connectivity Center in the care and attention to detail in guest services
• To manage all staff in the department, to ensure the highest standard of performance from the team
• Supervision of colleagues grooming standards, coordination, checking and completion of the assigned duties
• A commitment to a sense of urgency, immediacy, and total responsiveness
• Demonstrate commitment to uncompromising standards of excellence
• To develop a close working relationship with all departments, colleagues, and managers to ensure guest expectations are met
• Executive Management is kept informed in an appropriate and accurate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary
• Collaborates closely with marketing and sales departments
• Monitor the Agent’s interaction with guests and other colleagues, assisting when needed
• Foster and promote a cooperative climate, maximizing productivity and colleague morale
• Impart awareness of quality and brand standards across the resort
• Improve the annual Strategic Planning process through constant evaluation, communication changes and implementing lessons learned
• Constantly assessing the current processes and procedures to ensure efficiencies of service for both guests and the resort operation (i.e., booking process, labor standards, guest feedback)
• Preparing reports and analyzing Guest Services data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Answering colleagues’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by employees
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.)
• Controls & monitors the ReviewPro for the guest feedback and action on issues or share the successes
• Enforcing and assessing Policies and Procedures
• Assisting other management team members in identifying trends and establishing goals related to the Connectivity Center
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Oversees preparation of weekly schedule of the Connectivity Center
• Sound product knowledge of all villas, as well as the services provided by the Connectivity Center and all the hotels’ departments and their respective schedules
• Ensure all colleagues have proper supplies and tools for their daily tasks and activities

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Experience and Customer Service
• Knowledge of performance evaluation and customer service metrics
• Language(s)
• Language:
• Language: English 90%
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and connectivity center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Reliable and result driven
• Communication skills
• Use of ALICE and OPERA