Guest Experience Agent

Guest Experience Agent
(8493)

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**

**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
- Conduct and participate in team meetings and induction of new employees
- Attend all pre-shift briefings under the supervision of a departmental leader
- 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

**Product**
- Act as One&Only brand Ambassador always
- 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

**Operations**
- Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard
- Showing a personal interest for each of our guests and an authentic goal of being there in any moment
- Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
- Correctly inform guests about local activities and restaurants according to standards
- Recommend and schedule restaurant reservations and/or activity bookings for the guests based on their needs and expectations
- Presents options and alternatives to guests and helps in making choices
- Create and send accurate itineraries and information to the guests based on their needs and expectations
- Inform all departments of pre-arrival requests made by the guest through ALICE
- Manage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA
- Manage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
- Follow-up with lost luggage from the airport
- Coordinate any third-party amenities to be delivered to the guests
- Schedule and provide wake-up call as per guest request according to standards
- Respond to guest calls for Guest Service within 5-minutes
- 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
- Update guest incidents report in ALCIE
- Ensure all guest preferences and allergies as well as amenities are being updated inside the Guest´s SAGA Profile
- Manage the personal information of our guests via SAGA
- 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 either merged or deleted daily through OPERA and SAGA
- Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest
- Monitor the operations through the Rooms Management function in OPERA.
- Support the Front Office-Concierge when necessary
- Carefully read the handover to verify pending tasks from previous day and/or shift and to follow up accordingly
- Offer alternatives with the guest’s best intention in mind and in line with the One&Only Brand
- Know how to use ALICE systems, GMH Reviewpro, OPERA, Sevenroom/OpenTable and SAGA perfectly to ensure a smooth operation and effective communication
- Have a full knowledge of r