Guest Experience Manager

Location
Seychelles
Posted
01 Dec 2016
Closes
29 Dec 2016
Sector
Hotel
Job Level
Management

Guest Experience Manager Department: Guest Relations

Property: Constance Head Office Region: Seychelles

Employment Type: Fixed Term Contract

 

Description

JOB SUMMARY:

The Guest Experience Manager acts as the link between Management and guests. He/she provides constant first class service to our guests. He/she assists all guests in requests and complaints to ensure all guests experience first class service in our resort. He/she communicates effectively and efficiently across departmental boundaries to ensure guest satisfaction. He/she works together with the Guest Relations Team and assists in the management of its daily duties.

 

DUTIES AND RESPONSIBILITIES:

Responsibilities and duties for this position shall include, but not limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

  • At all times offer graceful, personalized and caring service towards all the guests as you are an ambassador of Constance Lemuria service philosophy

  • To embody Constance Lemuria in all your interactions with guests passion and enthusiasm for service, focusing all attention to the guests

  • At all times exhibit good posture and an elegant demeanor, and speak in a polite and attentive manner

  • Always address the guests with their name, keeping an eye contact and smile

  • Take ownership of guests request and do not refer guests elsewhere

  • Adhere to the grooming and etiquette standards of the resort

  • Display punctuality and good attendance as an act of responsibility towards guest service and towards your colleagues

  • Always be courteous, considerate, supportive and respectful towards other team members of FO and rest of the resort.

  • Keep self-updated with role of FO in natural disaster evacuation standards, trough trainings.

  • Attend all the trainings assigned to within the department or on resort level

  • Know in advance of all arrival guests requirements and profiles
  • Know in advance of all VIP arrival guests requirements and profiles, and keep the Management informed of the same 
  • Ensure all guests are attended to as per arrival requirements and guests contacted if email or phone number are known
  • Organize arrival and departures of the guests in coordination with FOH Manager and Reservations.
  • Ensure that all team members at all times are fully knowledgeable of all resort facilities and services offered 
  • Ensure that all team members at all times are fully knowledgeable of all resort facilities and services offered 
  • Ensure that all team members are fully knowledgeable in particular areas of : booking of restaurants, private functions, excursions
  • Ensure that daily and weekly events are prepared and accurate
  • Ensure that daily newsletter is prepared and accurate 
  • Ensure that rainy weather program is prepared if necessary
  • Together with other team members check VIPs rooms if required and ensure amenities set up are appropriate.  Follow up with Housekeeping and In Villa Department for any special requests.
  • Ensure presence of a Guest Relations Hosts or self in the beach reception and water villa reception , during Management Cocktails and throughout the resort 
  • Ensure that all GRO team members are at all times offering to the guests graceful, personalized and caring service
  • Ensure the highest possible guest satisfaction level of services.
  • Coordinate the TO or journalist visits with event coordinator and assist if necessary
  • Entertain guests, travel agents or journalist when necessary
  • Coordinate wedding arrangements if necessary and ensure that wedding arrangement are well prepared, coordinated and executed.
  • Ensure that all team members understand the importance of guests preferences and on continuous basis encourage for the same to be collected, noted down and forwarded to profile coordinator  
  • Ensure that guest profiling is done accurately.
  • Work closely with FO Management, carry out skill and knowledge training, asses further training requirements
  • Act as Duty Manager on a rotation basis
  • Establish roster for the his/her team
  • Ensure the supportive and learning working environment for the team members
  • Perform any other duties as assigned by Management.