Assistant Manager, Guest Experience 
(15672)

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, leads the team of Coordinators and Supervisor -Guest Experience in their daily pre-arrival and concierge duties. He ensures that the team adheres constantly to tasks assigned, resort standards and code of conduct. He completes the duties assigned by the Manager- Guest experience and covers the coordinators shift and duties as and when necessary. He ensures directives for the Manager are adhered to and communicated to the team. He ensures the team is up to date with all training plans and knowledgeable of all working tools.

Key Duties and Responsibilities

• Cover and represent the Manager – Guest Experience in his/her absence.
• Monitor the team while they are handling calls of all types as well as replying to emails.
• Verify and validate offers to guests prepared by the coordinators and supervisors.
• Support the team in high workload situations.
• Actively promote hotel services to guests for their future stays.
• Take care of all VVIP pre-arriving guests for their bookings and requests.
• Draft and send itineraries for all VVIP pre-arriving guests.
• Complete reviews of all pre-arriving guests’ files prior to their arrival.
• Participate in the rooms division pre-arrival meetings and share or update all relevant information.
• Participate in all relevant rooms division meetings and represent the Manager-Guest Experience in his absence.
• Perform regular shop calls to ensure of the team’s knowledge of standards, product and performance.
• Assist the Manager in completion of all necessary month end reports.
• Gather information on all pre arriving guests and communicate all relevant information to the resort team.
• Keep records of all correspondence with future VVIP guests or travel agent and transmit it to relevant departments.
• Ensure all guest experience records and reports are well kept up by the team.
• Inform your superiors of any issue or glitch with future or in house guests.
• Conduct trainings for the coordinator team as and when necessary.
• Inform your superiors of any factor affecting the teamwork or performance.
• Raise glitches for in house guest when necessary.
• Be up to date with all services and activities in the resort and promote them to in-house or future guests.
• Update guest information in SAGA and OPERA as and when necessary.
• Use ALICE for all relevant communications: tickets, requests, glitches, itineraries.
• Attend and lead departmental briefings as scheduled.
• Always adhere to the code of conduct
• Follow resort procedures pertaining to your position in case of emergency.
• Know how to operate the fire control panel of the resort and communicate with relevant departments in case of alarm.
• Keep your work area or station tidy and in good working condition.
• Perform concierge duties as and when scheduled or requested by superior.
• Make in house guest bookings for hotel services or activities.

About You

The ideal candidate should have at least a diploma. The candidate should have at least 2 years of experience in an international ultra-luxury resort in the same field. He/ She must be fluent in written and spoken English and French. He/ She must be proficient in MS Office, ALICE, SAGA and Micros Opera.

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.