Assistant Manager, Guest Experience Job Details

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Assistant Manager, Guest Experience
(10179)

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.

Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. 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.

About the Role

The Assistant Manager, Guest Experience is responsible for creating and organizing guest amenities and everlasting memories in coordination with the resort as well as for assisting the Manager, Guest Experience and the Host team in regards of all departmental, administrative, and guest needs.

Key Duties and Responsibilities

Development

To maintain polite and professional interpersonal relationship with both colleagues and guests.
To contribute to creating a positive work environment.
To develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues.
To attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.).
To attend monthly departmental meetings.
To constantly look for more ideas and to ensure creativity to the guest experiences (amenities, special celebration, and guest’s important moments).
To plan workflow for the team, under the direction of the direct responsible leader, to ensure optimum manning distribution throughout the daily operations and proper guest service coverage.

Operations

To manage and to efficiently control all guest requests and to redirect them to the proper departments and colleagues.
To maintain excellent communication, between the Connectivity Center and the rest of the departments, to ensure regular update of the information.
To answer all guest requests and questions in a friendly and caring manner; to provide/receive information and to take appropriate actions or to refer the matters to the relevant persons to handle.
To perform an exhaustive search of each upcoming guest.
To keep record of guests’ profiles, including any guest information, preferences, and allergies in SAGA daily.
To ensure that all possible existing profiles are merged daily through OPERA and SAGA.
To elaborate VIP Guests Report and to distribute it via e-mail to Leaders daily.
To capture all amenities in ALICE or SAGA.
To answer every email within 24 hours, prioritizing urgent emails and/or calls.
To support and to engage with guests during all special events and Holiday Programs.
To maintain privacy of guests and staff members.
To complete administration tasks on time.
To have a full knowledge of room categories, rates, locations, activities and amenities on property and their respective schedules.
To provide support to the Host and Front Office teams, when needed.
To support the Reception, when necessary.
To modify and to communicate the most up-to-date extensions, direct numbers, and fax numbers.
To ensure that the Hygiene & Safety measures dictated by both Local Government and the Resort are be followed.
To strictly adhere to the ‘Lost & Found’ Policies and Procedures established by the Resort.

Quality

To ensure guest satisfaction with the service of each department.
To identify and recognize VIPs, repeaters, and special celebrations’ guests, (wedding anniversary, birthday, honeymoon) assuring personalized service.
To actively elicit guests’ preferences and feedbacks regarding hotel services and to initiate action on the same to maximize guest satisfaction.
To act as a center of coordination for the guests and the Host and Housekeeping departments to complete any guest’s request and to inform any urgent information and last-minute announcements.
To report any guest’s issue to the appropriate department or colleague through ALICE to provide a prompt and satisfactory response.
To coordinate amenities for guests who are celebrating a special occasion.
To monitor social media to obtain guests’ preferences and to organize special details for them (photo frame, etc.).
To monitor Customer Satisfaction through the ReviewPro platform.
To consistently improve on quality of service.

About you

The desired qualification for this role is at least a Higher School Certificate and a National Certificate Level 3 in Front Office. The ideal candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort and must be fluent in written and spoken English and French.

Position open for locals only

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.

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