Guest Experience Team Leader(14685)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.Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art, and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures to mindful moments and exclusive, tailored experiences.
The warm South African charm is one of our most unique and valued assets.
With abundant knowledge and generosity, we anticipate our guests' 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.Job SummaryThe Guest Experience Team Leader is one of the main supports of the Host Team & Connectivity Center Team within the guest's stay.
It plays a major role in the anticipation of guest profile and amenity planning for their stay.
This position's main responsibilities as Back of the House include researching, capturing, and communicating guest profile, preferences, and allergies, celebrations, etc., and using it to support the Host Team & Connectivity Center Team in providing a personalized and tailored experience to our guests.
The GE Supervisor is responsible for creating and organizing guest amenities and everlasting memories in coordination with the resort.
Additionally, the GE Supervisor will assist the GE Manager and Host Team Leadership in regards to all departmental, administrative, and guest needs.Key Duties and ResponsibilitiesDevelopmentCarries out any assigned task with honesty, transparency, and integrity.Maintain polite and professional interpersonal relationship with both colleagues and guests.Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues.Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.
).Attend monthly departmental meetings and departmental trainings.Reflect effective interdepartmental communication across the resort; act with integrity and lead by example.Constantly look for more ideas and ensure creativity in guest experiences (amenities, special celebrations, and guest's important moments).Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage.OperationsManage and control efficiently all guest requests and redirect them to the proper departments and colleagues.Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information.Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle.Perform an exhaustive search of each upcoming guest.Keep record of guests' profiles, including any guest information, preferences, and allergies in SAGA daily.Update in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival).Ensure all possible existing profiles are merged daily through OPERA and SAGA.Elaborate VIP Guests Report and distribute it via e-mail to Leaders daily.Capture all amenities in ALICE or SAGA.Answer every email within our 24-hour standard time, prioritizing urgent emails and/or calls.Support and engage with guests during all special events and Holiday Programs.Maintain privacy of our guests and staff members.Comply with the functions related or non-related to the position based on the operations needs and instructions from management.Have a complete knowledge of the groups in-house, pre and post-arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed.Know how to use ALICE systems, GMH, OPERA, Open Table/Sevenrooms, and SAGA perfectly to ensure a smooth operation and effective communication.Have full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules.Provide support to Host and Front Office Team when needed.Support the arrival/departure experience as needed.Support the Reception when necessary.Comply with the functions related or non-related to the position based on the operations needs and direct commands from leaders.Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers.Comply with the functions related or non-related to the position based on the operations needs and direct commands from leaders.Skills, Experience, & Educational RequirementsEducation: High School completed – University Degree optional.Language(s)Language: English (90%).Language:Education Level: Bachelor in Hotel Management or Technical or General Administration.Experience in the tourism sector at least 2 years.
Preferably have knowledge Concierge, Front Desk.Excellent verbal and written communication.Knowledge of Opera PMS.ALICE platform knowledge is desired, but not required.General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet).Ability to multitask and capable of working under pressure.Outstanding communication and interpersonal skills.Excellent organizational skills.Leadership skills with a problem-solving ability.Reliable and result-driven.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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