Job Description – Guest Experience Expert

1  POSITION DETAILS

• Position                             Guest Experience Expert
• Level                                 Colleague
• Department                       Experience Department
• Reports to                         Experience Manager
• Subordinates                     None

 2  JOB DETAILS & REQUIREMENTS

Job Summary

Organize, arrange and follow through personalised tours and itineraries, field activities and services for the guests of One&Only Gorilla’s Nest, through direct or indirect co-ordination with other departments and external/governmental excursion providers.

Being responsible for accurate and timely information delivery to guests with regards to history, cultural heritage as well as natural particularities of the property and destination. Additionally, responsible for daily activities, in line with One&Only Gorilla’s Nest services and functionalities. When necessary and appropriate accompanying guests on arranged excursions and activities.

Key Duties and Responsibilities

• • Responsible for finding the best quality, high-end providers and activities in the area.
  • Ensure that allocated guests receive the activities, tours and excursions in an informed, timely and professional manner, while respecting the policies, procedures and systems of One&Only Gorilla’s Nest. This is to be carried out by maintaining personal contact with the guest and providing continuity to the guests’ interactions with the other departments of the One&Only Gorilla’s Nest.
  • Arrange on and off-site activities, tours/transfers and special requests of guests ensuring maximum comfort and convenience for the duration of their visit.
  • Be responsible for a particular zone of the resorts’ reserve area, with regards to ecological maintenance, security and monitoring, and to ensure its’ sound development as part of an integrated environmental policy for the property.
  • Report on any maintenance needs to relevant Department/s.
  • Maintain an updated deep and comprehensive knowledge of the resort’s services, its function and offerings. Actively enquire and recommend services and activities to guests and visitors, ensuring that they are kept informed of the full range of options available to them.
  • As directed, carry out property conservation and land care work that include but are not limited to the maintenance of decks, shelters, tracks and trails, slashing and mowing, maintenance of fences, planting and maintaining flora, and the removal of deceased wildlife from the property.
  • Report to your assigned working area according to the scheduled roster, correctly groomed and in a condition to perform assigned duties.
  • Take a proactive approach to ensuring the guests experience is memorable by participating in guest activities, as required, within the scope of responsibilities.
  • Respond to emergency situations based on property’s emergency procedures and ensure that in these situations the safety of the people and the protection of company equipment is adequately.
  • It is your responsibility to know what these are at all times.
  • Adheres to all resort policies, procedures and standards laid out by One&Only Resorts.

Skills, Experience & Educational Requirements

Knowledge & Skills

• • Any of the following specialized areas of interest, ability or training would be relevant:
    • Knowledge of African and Rwandan flora and fauna, natural history, history and culture.
    • Natural Sciences.
    • Professional guiding with Knowledge of wild life
    • 4WD competency would be an advantage.
    • Medium- rigid heavy vehicle driver license or willingness to acquire.
    • Fluency in English is essential, any additional languages are preferable.