Manager, Guest Services (Private Homes) Job Details

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Manager, Guest Services (Private Homes)
(11902)

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 Manager, Guest Services will ensure that all staffs under his/her supervision are successful and are as independently profit-centered as possible, ensuring maximum guest satisfaction consistent with our hotel standards through planning, orgainsing, directing and controlling all aspects related to Revenue as well as operating expenses. The Manager, Guest Services must demonstrate a good leadership ability.

Key Duties and Responsibilities

To meet and greet guests upon arrival and departure.
To properly handle special requests, VIP'S and guest requirements.
To prepare and to distribute weekly forecast and schedule.
To prepare report and statistics of repeaters and guest in-house for the month throughout the year.
To conduct morning line-up with the Front Desk staffs.
To solve room allocation issues together with the Private Homes team.
To perform room allocations as per guest request and bookings.
To check arrival files/correspondences prior to arrival to ensure all booking requests are met.
To ensure attendance and participation at weekly/monthly department head meetings.
To organize/run monthly Guest Services meeting.
To train, cross-train and retrain all Guest Services colleagues.
To give his/her subordinates frequent feedback on their performance and status of their development.
To manage email reservations and to reply to customer queries.
To do management of "Due Outs" to maximize day rates.
To assist Housekeeping and Maintenance department with resolving Room discrepancies.
To follow up accuracy of rate input...rate codes in system.
To ensure that the staffing levels are adequate to handle business volume.
To ensure teamwork, good relationship with co-workers and the Management.
To be able to take corrective measures and actions to ensure highest possible profitability.
To participate towards overall Private Homes Maintenance and Cleanliness.
To maintain an atmosphere of tranquility at the Guest Services desks, never giving the impression that there is a problem.
To ensure that guest history record is up to date at all times.
To ensure that Corporate, Divisional and Departmental policies and procedures are adhered to at all levels.
To liaise closely with other Departments and to emphasize on excellent inter-departmental relations.
To delegate authority and responsibilities to direct subordinates without relinquishing ultimate responsibility of the operation.
To be demanding and critical to service standards as well as hygiene standards.
To ensure that policies and procedures in regard to staff appearance, hygiene and sanitation are enforced.
To act as Leader on Duty on the Private Homes grounds, whenever required.
To overlook the activities of the Concierge and Host teams within the Private Homes compound and to provide support and guidance, whenever required.
To liaise with the respective Manager, Guest Experience and Manager, Host to report operational issues noticed and to work together to solve them.

About You

The desired qualification for this role is at least a Bachelor’s degree in Tourism and Hospitality Management. The ideal candidate should have 2 to 3 years of experience in the same role in an Ultra-Luxury Resort and must be fluent in written as well as 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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