Job Summary<\/p>\n
\tThe Guest Experience Team Leader is one of the main supports of the Host Team & Connectivity Center Team within the guest\u2019s stay. It plays a major role in the anticipation of guest profile and amenity planning for their stay. This position\u2019s 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.
\n\tAdditionally, the GE Supervisor will assist the GE Manager and Host Team Leadership in regards of all departmental, administrative, and guest needs.<\/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\tContribute to creating a positive work environment
\n\tDevelop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
\n\tAttend meetings when his\/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)
\n\tAttends monthly departmental meetings and departmental trainings
\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\tUnder 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<\/p>\n
Operations<\/p>\n
\tManage and control efficiently all guest requests and redirect them to the proper departments and colleagues
\n\tMaintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
\n\tAnswer 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
\n\tPerform an exhaustive search of each upcoming guest
\n\tKeep record of guests\u2019 profiles, including any guest information, preferences, and allergies in SAGA daily
\n\tUpdates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)
\n\tEnsures all possible existing profiles are merge daily through OPERA and SAGA
\n\tElaborates VIP Guests Report and distribute it via e-mail to Leaders daily
\n\tCapture all amenities in ALICE or SAGA
\n\tAnswer every email within our 24 hours standard time, prioritizing urgent emails and\/or calls
\n\tSupport and engage with guests during all special events and Holiday Programs
\n\tMaintains privacy of our guests and staff members
\n\tComplete administration tasks on time
\n\tComply with the functions related or non-related to the position based on the operations needs and instructions from management
\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\tShow flexibility within your position and be able to fulfill any other tasks you are asked to perform
\n\tKnow how to use ALICE systems, GMH, OPERA, Open Table\/Sevenrooms, and SAGA 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\tProvide support to Host and Front Office Team when needed
\n\tSupport the arrival\/departure experience as needed
\n\tSupport the Reception when necessary
\n\tComply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
\n\tModify and communicate the most up-to-date extensions, direct numbers, and fax numbers
\n\tPPE (Personal Protective Equipment) provided by the Resort must always be used
\n\tHygiene & Safety measures dictated by both Local Government and the Resort shall be followed
\n\tStrictly adhere to the Lost & Found Policies and Procedures established by the Resort
\n\tUse the radios as per the standard of communication established by the Resort
\n\tPerforms 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
\n\tComply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
\n\tAdheres to all current and any additional organizational policies and standards
\n\tAdhere to the tasks delegated by Manager(s)<\/p>\n
Quality<\/p>\n
\tEnsure the guest satisfaction with the service of each department, creating amenity programs for top guests and as required by Executive Offices
\n\tIdentify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service
\n\tActively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
\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\tReport any guest\u2019s issue to the appropriate department or colleagues through ALICE to provide a prompt and satisfactory response
\n\tCoordinate amenities for guests who are celebrating a special occasion
\n\tMonitor social media to obtain guests preferences and organize special details for them (photo frame, etc.).
\n\tEnsure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
\n\tMonitor Customer Satisfaction through our platform ReviewPro
\n\tImprove guest satisfaction
\n\tConsistently improve or quality of service
\n\tEffective in complaint handling and problem resolution<\/p>\n
Skills, Experience, & Educational Requirements<\/p>\n
\tEducation: High School completed \u2013 University Degree optional
\n\tLanguage(s)
\n\tLanguage: English (90%)
\n\tLanguage:
\n\tEducation Level: Bachelor in Hotel Management or Technical or General Administration
\n\tExperience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk
\n\tExcellent verbal and written communication
\n\tDetailed and Service oriented
\n\tIntermediate\/Advanced computer skills
\n\tKnowledge of Opera PMS
\n\tALICE platform knowledge is desired, but not required
\n\tGeneral knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)
\n\tKnowledge management databases
\n\tAbid multitasker and capable of working under pressure
\n\tOutstanding communication and interpersonal skills
\n\tExcellent organizational skills
\n\tLeadership skills with a problem-solving ability
\n\tTeam player oriented
\n\tReliable and result driven
\n\tAbility to spend long hours standing up<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"One&Only Resorts","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At home in the world\u2019s 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 \u2018be\u2019; unforgettable moments begin at One&Only","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-34635","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/34635","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=34635"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=34635"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=34635"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}