Website One&Only Resorts
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 be… read moreach, nature, and urban locations, and spectacular spaces to simply ‘be’; unforgettable moments begin at One&Only
Job Summary
The Guest Experience Team Leader is one of the main supports of the Host Team & Connectivity Center Team within the guest’s stay. It plays a major role in the anticipation of guest profile and amenity planning for their stay. This position’s main responsibilities as Back of the House include researching, capturing, and communicating guest profile, preferences and allergies, celebrations, etc. and use it to support the Host Team & Connectivity Center Team in providing a personalized and tailored experience to our guests. The GE Supervisor is responsible for creating and organizing guest amenities and everlasting memories in coordination with the resort.
Additionally, the GE Supervisor will assist the GE Manager and Host Team Leadership in regards of all departmental, administrative, and guest needs.
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(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
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
go to method of application »
Apply via company website ( N / A ) or