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  • Posted: Jan 5, 2025
    Deadline: Not specified
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  • At home in the world’s most inspiring locations, hand-picked for exceptional beauty and unique cultural charm, One&Only Resorts and Private Homes are havens of outstanding style and service that place you in the heart of every fascinating environment. With incredible tailored experiences across beach, nature, and urban locations, and spectacular spaces to ...
    Read more about this company

     

    Guest Experience Team Leader (14685)

    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
    • Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
    • Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)
    • Attends monthly departmental meetings and departmental trainings
    • 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)
    • 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

    Operations

    • Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
    • Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
    • 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
    • Perform an exhaustive search of each upcoming guest
    • Keep record of guests’ profiles, including any guest information, preferences, and allergies in SAGA daily
    • 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 merge daily through OPERA and SAGA
    • Elaborates VIP Guests Report and distribute it via e-mail to Leaders daily
    • Capture all amenities in ALICE or SAGA
    • Answer every email within our 24 hours standard time, prioritizing urgent emails and/or calls
    • Support and engage with guests during all special events and Holiday Programs
    • Maintains privacy of our guests and staff members
    • Comply with the functions related or non-related to the position based on the operations needs and instructions from management
    • 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
    • Know how to use ALICE systems, GMH, OPERA, Open Table/Sevenrooms, 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
    • Provide support to Host and Front Office Team when needed
    • Support the arrival/departure experience as needed
    • Support the Reception when necessary
    • Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
    • Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers
    • Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders

    Skills, Experience, & Educational Requirements

    • Education: High School completed – University Degree optional

    Language(s)

    • Language: English (90%)
    • Language:
    • Education Level: Bachelor in Hotel Management or Technical or General Administration
    • Experience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk
    • Excellent verbal and written communication
    • Knowledge of Opera PMS
    • ALICE platform knowledge is desired, but not required
    • General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)
    • Abid multitasker and capable of working under pressure
    • Outstanding communication and interpersonal skills
    • Excellent organizational skills
    • Leadership skills with a problem-solving ability
    • Reliable and result driven

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to One&Only Resorts on jobs.kerzner.com to apply

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