Assistant Manager, Guest Experience

The Assistant Manager – Guest Experience, leads the team of Coordinators and Supervisor -Guest Experience in their daily pre-arrival and concierge duties.

About the Role:

He/ She 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/ She ensures directives for the Manager are adhered to and communicated to the team. He/ She 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.