Guest Experience Manager

9 months ago

Cape Town, South Africa One&Only Cape Town Full time

Our Colleagues are inspired to write the story of their career, and when they do, they also write the history of One&Only. We are recruiting for this exciting role at One&Only Cape Town and we welcome you to take part, to try new things, to become immersed, and feel fulfilled.

**Job Summary**

**The Guest Experience Manager is responsible for the planning, execution and managing of all Connectivity Center operations ensuring that guests and organizational needs are met. Core duties includes management and leadership of processes for the continuous improvement of the customer experience. To 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. Tactical emphasis on customer care, quality management, workforce planning, coaching, and training. To demonstrate a commitment to excellence through continuous staff development program enhancing employee engagement, service, knowledge, skills, and morale.**

**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
- Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
- Attend morning meeting with Heads of Departments
- Plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
- Maintain intra-departmental relations and communication to achieve synergy within the department and the One&Only Resorts daily operation
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
- Proactively participates in own development and team development
- Hiring, training, coaching, and leading Guest Services representatives as they provide support for guests
- Leading team meetings, asking questions to better understand the calls the team is receiving, educating, and coaching workers regarding processes and practices, and explaining expectations
- Utilizes LQA and Forbes Travel Guide luxury service standards during training and pre-shift meetings to instill appropriate levels of knowledge and understanding of colleagues
- 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)
- Develop Standard Operating Procedures related to the department operations
- Completing system and team audit analysis and quality assurance program
- Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

**Product**
- Always represent and promote One&Only Resorts and to the best of his/her abilities
- Adhere of company ethics & antibribery policies
- Understand, instill, and live the Company Philosophy
- Ensure compliance with all brand standards, OO markers, quality standards, and SOP
- Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
- Demonstrate an ability to maintain confidentiality and privacy
- Contributes to the overall company operational targets as well as daily business decisions

**Operations**
- Showing a personal interest for each of our guests and an authentic goal of being there in any moment
- Maintain and improve Guest Services operations by monitoring systems, and performances
- Identifying and resolving problems and preparing and completing action plans
- Maintain professional and technical knowledge by tracking emerging trends in Guest Services operations management
- Uses suggestive selling techniques to sell and to promote services of the resort
- Coordinate analytic, strategic, and technical resources to meet customers’ expectations and ensure satisfaction
- Developing objectives for the connectivity center’s day-to-day activities
- Know how to use ALICE systems, GMH, OPERA, Open Table, SAGA, and Micros 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
- 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
- Gain 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’s satisfaction
- Monitor

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