Guest Experience Manager

Guest Experience Manager
(16769)

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 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

**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 t