Guest Experience Team Leader

6 months ago

Cape Town, South Africa Kerzner International Resorts Full time

Guest Experience Team Leader
(11187)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

**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
- Capture all amenities in ALICE or SAGA
- 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
- Sup

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