Activities & Experience Manager 
(15972)

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. 

Cushioned in the foothills of the breath-taking Virunga Volcano Range, One&Only Gorilla’s Nest makes the magical possible to enjoy a once-in-a-lifetime, personal encounter with the rare and majestic mountain gorilla, roaming free in its own natural habitat. The warm 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 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. We don’t just exist in the environment, we exist with the environment; from working the land or building a shelter, we like to give back in as many ways as we can to help our communities flourish.

Job Summary

The main objective of the role is to create personalized guest experiences and to interact with guests and visitors of the resort in the most authentic way. Oversee, co-ordinate and develop the personalized tours, field activities and services for the guests and visitors of the Resort.  To participate in and assist with the conservation and ecological work, and to act as the primary link between the guest and the excursions, ensuring that the standards of all equipment and facilities used by Experience Hosts and guests are safe and maintained at the required standards. To be responsible for communication between guests and Experience Hosts, and for development and training of the Experience Hosts with regard in all matters. Daily allocation of duties to Experience Hosts in line with the Resort's services and functionality and the implementation and co-ordination of the department.  

Key Duties and Responsibilities

2.         JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS

 ·       Responsible for the Experience team in all aspects and its customer satisfaction.

·         Oversee the Experience Department, and to ensure that this unit is disciplined and well-coordinated with Front Office and other Resort Operations. This is to ensure that the guest receives the full services of the resort in a well-coordinated and thorough manner. Teamwork with all resort areas departments and Colleagues.

·         Development of the department, its functions and success as well as daily meetings and budgets.

·         Ensure the required arrangements and guest requests for activities and tours is coordinated with Reception for guest check-in, check-out and billing procedures. Be involved in the pre-arrival arrangements.

·         Ensure that allocated guests receive the activities, tours, special functions and excursions in an informed, timely and professional manner, while maintaining the policies, procedures and safety systems of the Resort. This to be done by maintaining personal contact with the guest and providing continuity to the guests’ interactions with the other departments of the Resort, coordinated with the Front Office Manager. 

·         Be the primary contact in   relations regarding excursions, environment and conservation.

·         Own, pass on all relevant information, (including complaints), to the other departments in the operation, to ensure that the guest receives services in a well-coordinated and timely manner. Make sure of its resolution. This includes additional information which may be relevant to developing and upgrading services, Guest History records, Management, and Sales and Marketing.

·         Always collect guest preferences and action upon them.

·         Monitor the use and maintenance of all equipment and company assets provided and ensure its maintenance according to the standards laid down by the Resort Management.

·         Ensure that the image of the Resort and its policies are maintained through provision of a disciplined, groomed and professional approach, always promoting a friendly, genuine, warm, appropriate and polite relationship between guests and the Resort Colleagues.    

·         Actively enquire and recommend services, activities and facilities of the resort to guests and visitors, ensuring that they are kept informed of the full range of options available to them.

·         Always be knowledgeable of all services and products to be the primary source of information for all resort.

·         Always Be an ambassador of the One&Only brand.

   OTHER ACCOUNTABILITIES:

       ·         The jobholder is expected, as part of their guest service duties, to assist other departments in their service delivery. This is part of the personalized services                      offered and provides continuity for the guest as they move between individual department services.

  ·         The position requires activities that may be physically demanding. The job holder will therefore require some sporting and other physical abilities.  

  ·         Work under the guidance of the Resort Manager in relation to safety, security, emergency response and general `guest & staff wellbeing’.

3.    MINIMUM KNOWLEDGE/EXPERIENCE/TRAINING/QUALIFICATIONS

4.    CRITICAL COMPETENCIES  

a) Customer and Service Orientation: The job holder is responsible for carrying out the supervision of guests, and delivery of wide range of guest services. The job will require a person who is disciplined, punctual and understands guests needs and who has the natural ability to respond to this in an enthusiastic, genuine, empathetic and professional manner.

 b) Adaptability: The position calls for a diverse range of activities. Being in the ‘front line’ and dealing with guests’ requests/complaints. The job holder will be required to make independent judgements which respond to individual guest and staff needs. The ability to take prompt decisions and action the appropriate response in a timely manner.

c) Team Orientation: The job will require the co-ordination of services from many support departments and persons. In providing the guest with the best possible services from these departments, the job holder must ensure co-operation and support from the Colleagues and install positive as well as productive work relationships. 

d) Communication Skills:  The jobholder is expected to initiate and develop positive rapports, and to be informative towards their allocated guests. The ability to listen, interpret and manage the response to guests is of primary importance in meeting the guest’s expectations and enhancing their experience of the Resort. Equally, this applies to the providing clear and accurate information to the other departments, as well as own, of the Resort ensuring that the required results are successfully.

e) Diplomacy: The job holder will deal with a diversity of guests and many internal departments, which will require sensitivity, and diplomacy. A self-disciplined, sincere and enthusiastic response to situations, people and departments will be a requirement for producing the desired results.   

f) Professional Knowledge: The job holder will be required to put knowledge and experience to practical use, utilizing these skills to manage their daily resort functions, while being able to convey this knowledge to the guests, visitors and other Colleagues of the Resort. 

5.    OTHER RELATED JOB INFORMATIO

a) The jobholder will be offered to live on site in the accommodation provided by the company.  

b) As most Resort Colleagues will be accommodated on property, it is imperative that mutual respect and consideration for the comfort and privacy of others is valued at all times.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.