Guest Experience Team Leader - One&Only Cape Town at Kerzner International

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
• Contribute to creating a positive work environment
• 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
• Complete administration tasks on time
• 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
• Show flexibility within your position and be able to fulfill any other tasks you are asked to perform
• 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
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Strictly adhere to the Lost & Found Policies and Procedures established by the Resort
• Use the radios as per the standard of communication 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
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Manager(s)

Quality

• Ensure the guest satisfaction with the service of each department, creating amenity programs for top guests and as required by Executive Offices
• Identify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
• 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
• Report any guest’s issue to the appropriate department or colleagues through ALICE to provide a prompt and satisfactory response
• Coordinate amenities for guests who are celebrating a special occasion
• Monitor social media to obtain guests preferences and organize special details for them (photo frame, etc.).
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Monitor Customer Satisfaction through our platform ReviewPro
• Improve guest satisfaction
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Language: English (90%)
• 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
• Detailed and Service oriented
• Intermediate/Advanced computer skills
• 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)
• Knowledge management databases
• Abid multitasker and capable of working under pressure
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Team player oriented
• Reliable and result driven
• Ability to spend long hours standing up