Job Summary<\/p>\n
\tThe Guest Experience Manager is responsible for the planning, execution and managing of all Connectivity Center operations ensuring that guests and organizational needs are met.
\n\tCore duties includes management and leadership of processes for the continuous improvement of the customer experience.
\n\tTo 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.
\n\tTactical emphasis on customer care, quality management, workforce planning, coaching, and training.
\n\tTo demonstrate a commitment to excellence through continuous staff development program enhancing employee engagement, service, knowledge, skills, and morale.<\/p>\n
Key Duties and Responsibilities<\/p>\n
Development<\/p>\n
\tCarries out any assigned task with honesty, transparency, and integrity
\n\tMaintain polite and professional interpersonal relationship with both colleagues and guests
\n\tDemonstrate ability to communicate effectively
\n\tDevelop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
\n\tAttend morning meeting with Heads of Departments
\n\tCommunicate staff any relevant information, via email, line-ups or one on ones
\n\tPlan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
\n\tMaintain intra-departmental relations and communication to achieve synergy within the department and the One&Only Resorts daily operation
\n\tConducting effective resource planning to maximize the productivity of resources (people, technology etc.)
\n\tProactively participates in own development and team development
\n\tHiring, training, coaching, and leading Guest Services representatives as they provide support for guests
\n\tLeading team meetings, asking questions to better understand the calls the team is receiving, educating, and coaching workers regarding processes and practices, and explaining expectations
\n\tUtilizes LQA and Forbes Travel Guide luxury service standards during training and pre-shift meetings to instill appropriate levels of knowledge and understanding of colleagues
\n\tReflects the effective interdepartmental communication across the resort; acts with integrity and leads by example
\n\tConstantly looking for more ideas and ensure creativity to the guest experiences (amenities, special celebration, and guest\u2019s important moments)
\n\tDevelop Standard Operating Procedures related to the department operations
\n\tCompleting system and team audit analysis and quality assurance program
\n\tMonitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues\u2019 skills, knowledge etc.<\/p>\n
Product<\/p>\n
\tAlways represent and promote One&Only Resorts and to the best of his\/her abilities
\n\tAdhere of company ethics & antibribery policies
\n\tUnderstand, instill, and live the Company Philosophy
\n\tEnsure compliance with all brand standards, OO markers, quality standards, and SOP
\n\tAlways maintains workplace discipline in accordance with company philosophy, policies, and procedures
\n\tDemonstrate an ability to maintain confidentiality and privacy
\n\tContributes to the overall company operational targets as well as daily business decisions<\/p>\n
Operations<\/p>\n
\tShowing a personal interest for each of our guests and an authentic goal of being there in any moment
\n\tMaintain and improve Guest Services operations by monitoring systems, and performances
\n\tIdentifying and resolving problems and preparing and completing action plans
\n\tMaintain professional and technical knowledge by tracking emerging trends in Guest Services operations management
\n\tUses suggestive selling techniques to sell and to promote services of the resort
\n\tCoordinate analytic, strategic, and technical resources to meet customers\u2019 expectations and ensure satisfaction
\n\tDeveloping objectives for the connectivity center\u2019s day-to-day activities
\n\tKnow how to use ALICE systems, GMH, OPERA, Open Table, SAGA, and Micros perfectly to ensure a smooth operation and effective communication
\n\tHave a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
\n\tHave 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
\n\tGain 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\u2019s satisfaction
\n\tMonitor 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
\n\tConfirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
\n\tCoordinate daily Arrival and Departure experience
\n\tManage and control efficiently all guest requests and redirect them to the proper departments and colleagues
\n\tManage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA
\n\tEnsures all possible existing profiles are merge daily through OPERA and SAGA
\n\tManage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
\n\tTaking on other tasks or projects to support employees, other managers, and Rooms Division operations
\n\tDirectly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
\n\tDrive and support revenue generation<\/p>\n
Quality<\/p>\n
\tAct as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest\u2019s request and inform any urgent information and last-minute announcements
\n\tActively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
\n\tSupport the coordination of guests\u2019 services such as spa appointments, dining reservations or activities bookings, among others
\n\tCollecting and analyzing connectivity center statistics (abandonment rate, efficiency, customer service metrics etc.)
\n\tEnsure compliance with guidelines and standards
\n\tFollow up on guests\u2019 requirements based on Opera\/PMS and ALICE information and ensures that runners deliver the proper items in a timely manner
\n\tConsistently implements and adheres to all luxury service standards including LQA and Forbes Travel Guide
\n\tImprove guest satisfaction
\n\tImprove efficiency and timeliness of service
\n\tConsistently improve or quality of service
\n\tEffective in complaint handling and problem resolution
\n\tEnsure all guests\u2019 requests are successfully completed
\n\tLook after guests who need special attention with the upmost care and accuracy<\/p>\n
Management<\/p>\n
\tDirects the Guest Experiences \/ Connectivity Center in the care and attention to detail in guest services
\n\tTo manage all staff in the department, to ensure the highest standard of performance from the team
\n\tSupervision of colleagues grooming standards, coordination, checking and completion of the assigned duties
\n\tA commitment to a sense of urgency, immediacy, and total responsiveness
\n\tDemonstrate commitment to uncompromising standards of excellence
\n\tTo develop a close working relationship with all departments, colleagues, and managers to ensure guest expectations are met
\n\tExecutive 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
\n\tCollaborates closely with marketing and sales departments
\n\tMonitor the Agent\u2019s interaction with guests and other colleagues, assisting when needed
\n\tFoster and promote a cooperative climate, maximizing productivity and colleague morale
\n\tImpart awareness of quality and brand standards across the resort
\n\tImprove the annual Strategic Planning process through constant evaluation, communication changes and implementing lessons learned
\n\tConstantly 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)
\n\tPreparing reports and analyzing Guest Services data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
\n\tAnswering colleagues\u2019 questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by employees
\n\tActively 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.)
\n\tControls & monitors the ReviewPro for the guest feedback and action on issues or share the successes
\n\tEnforcing and assessing Policies and Procedures
\n\tAssisting other management team members in identifying trends and establishing goals related to the Connectivity Center
\n\tEnsuring staff members are achieving desired service levels and taking corrective action, as needed
\n\tOversees preparation of weekly schedule of the Connectivity Center
\n\tSound product knowledge of all villas, as well as the services provided by the Connectivity Center and all the hotels\u2019 departments and their respective schedules
\n\tEnsure all colleagues have proper supplies and tools for their daily tasks and activities<\/p>\n
Skills, Experience, & Educational Requirements<\/p>\n
\tEducation: High School completed \u2013 University Degree optional
\n\tExperience and Customer Service
\n\tKnowledge of performance evaluation and customer service metrics<\/p>\n
Language(s)<\/p>\n
Language:<\/p>\n
\tLanguage: English 90%
\n\tSolid understanding of reporting and budgeting procedures
\n\tExperience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
\n\tProficient in MS Office and connectivity center equipment\/software programs
\n\tOutstanding communication and interpersonal skills
\n\tExcellent organizational skills
\n\tLeadership skills with a problem-solving ability
\n\tReliable and result driven
\n\tCommunication skills
\n\tUse of ALICE and OPERA<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
jobs.kerzner.com<\/p>\n
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