Guest Experience Team Leader (14685) at One&Only Resorts

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