Manager, Guest Experience & Front of House 
(13096)

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. 

Alongside ancient rainforest, within the lush green expanse of a working tea plantation, One&Only Nyungwe House is an idyllic eco retreat offering once-in-a-lifetime experiences in the heart of magical Rwanda. 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 Nyungwe’s 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 Details & Requirements

The Guest Experience & Front of House Manager oversees the hotel’s Front Office operations to ensure exceptional guest experiences and efficient service. This role includes managing a team of Front Desk Agents, Hosts, Experience Experts, and Drivers, handling guest inquiries and complaints, and optimizing occupancy and revenue through reservation management. Ensuring smooth check-in and check-out processes, maintaining front desk supplies, and upholding company standards of customer service are key.

Your role is crucial to enhancing guest satisfaction by overseeing and coordinating personalized itineraries, park activities, and resort experiences. As the primary liaison between guests and the resort, you will ensure seamless, ultra-luxury service while collaborating closely on conservation and ecological initiatives.

Your oversight will extend to implementing and coordinating conservation strategies that enrich the guests’ experience and align with the resort’s quality objectives and business strategy.

The Guest Experience & Front of House Manager collaborates with Housekeeping, Engineering, and the Food & Beverage departments to deliver an exceptional, cohesive guest experience. Reporting to the Resort Manager, you will contribute to strategic initiatives that elevate service standards across the resort, reinforcing its distinguished reputation. Attending to VIP guests, training front-line colleagues, coordinating guest activities, and educating visitors on local culture are key aspects of your role. Through proactive reporting, trend analysis, and continuous improvement, you will support guest loyalty and position the resort as a leader in guest satisfaction and personalized service.

Strong leadership, organizational, and problem-solving skills are essential.

3. MINIMUM KNOWLEDGE/EXPERIENCE/TRAINING/QUALIFICATIONS

4. KEY DUTIES AND RESPONSIBILITIES

• Coordinate the organization and administrative functions in all Guest Experience and Front Office areas.
• Oversee the operation and coordination of the operating department through their respective Team Leaders.
• Provide solutions to improve problem areas and assist in implementing corrective measures.
• Ensure that monthly financial outlooks and results are accurate and on target, with a particular focus on all Front Office and Guest Experience expenses, to ensure that they are kept in line with budget.
• Coordinate the implementation of and enhancement to minimum standards of guest service.
• Strive to increase the level of guest satisfaction through colleague development and the quality image of One&Only.
• Handle all guest concerns and ensure effective follow-up.
• Monitor all VIPs, special guests, and their requests.
• Handle all guest complaints expeditiously to complete resolution.
• Respond quickly to guest requests or complaints in a friendly manner, taking the appropriate action to resolve matters. Follow up to ensure complete guest satisfaction. 
• Oversee colleague planning and performance reviews, recruitment selection, and development through training, goal development, and coaching.
• Ensure staffing is maintained at an appropriate level to match business levels.
• Participate in all regular and ad hoc operational meetings and the formulation of strategic business plans.
• Be involved and active within resort committees and activities.
• Motivate colleagues and establish a productive working environment at the hotel.
• Analyze daily financial data by analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.
• Manage resort room inventory to maximize room revenue and occupancy.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Maintain the Front Office cash float and verify shift drops and deposits at the end of each shift.
• Enforce all cash handling, credit card, and credit policies.
• Ensure implementation of all hotel policies and house rules.
• Network within the industry and keep up to date on current trends.

5. CRITICAL COMPETENCIES

1. Exceptional Communication Skills: An ability to communicate clearly and professionally with guests, colleagues, and cross-functional teams to ensure seamless service and resolve issues quickly.

2. Interpersonal Skills and Empathy: A high level of emotional intelligence and empathy, with the ability to understand guest needs, personalize service, and create a welcoming atmosphere that is seamless and memorable.

3. Problem-Solving and Conflict Resolution: The ability to quickly identify, analyze, and resolve issues or complaints is crucial for turning potential negative experiences into positive outcomes.

4. Cultural Awareness and Sensitivity: Understanding and appreciating diverse cultural backgrounds enhances interactions with a varied guest demographic, fostering inclusivity and respect.

5. Organizational and Time Management Skills: The ability to juggle multiple tasks, manage colleague schedules, and prioritize effectively to ensure timely and efficient service delivery.

6. Attention to Detail: A critical eye for detail in terms of cleanliness, hygiene, and service is essential in identifying and addressing issues that may impact guest experience.

7. Team Leadership and Development: Strong leadership skills are vital for training, motivating, and guiding front-line colleagues, fostering a guest-centric culture, and maintaining ultra-luxury quality standards.

8. Adaptability and Flexibility: An ultra-luxury environment can be dynamic and unpredictable, and the ability to adapt to changes and handle high-pressure situations is crucial to coordinating and orchestrating the operation with an efficient yet luxurious approach.

9. Customer-Centric Mindset: Showing a personal interest in each of our guests and an authentic goal of being there at any moment. Committed to continually enhancing guest satisfaction and fostering brand loyalty through proactive anticipation of guest needs and consistently exceeding service expectations.

10. Operational Knowledge and Technical Skills: An in-depth understanding of hotel operating systems, front office operations, and property management software will enable efficient handling of guest records, reservations, and financial data.

11. Analytical Skills: The ability to assess guest feedback, analyze trends, and use data to improve services and implement proactive measures for improvement. This extends to the ability to analyze revenue reports, manage inventory, and oversee all Night Audit processes.

12. Budgeting and Cost Control: The ability to track expenses, manage departmental budgets, and implement cost-effective solutions, whilst still maintaining operational efficiency without compromising on quality.

6. Core Values & Competencies

WE CREATE JOY

Joy is a feeling found in the most meaningful, memorable moments - human connections that can’t be manufactured, only created between people. At One&Only, our purpose is to create joy. It happens when we are warm, and welcoming and serve from the heart, treating our guests and colleagues like family. When we take time to understand individuals and respect their needs because we are here to look after each other. By being constantly connected, picking up on the little clues to anticipate what people desire before they must ask. And by making each detail count, because we never stop improving what we do. But most of all, we create joy when we each have the power to grasp the unexpected moment, fill it with meaning way beyond expectations, and blow away our guests.

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.