Guest Experience Agent - Cape Town, South Africa - Kerzner International Resorts

Kerzner International Resorts

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Guest Experience Agent
(6056)

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 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

Job Summary

The Guest Experience Agents plays a major role in the pre-arrival journey of our guests by creating any itinerary and making all reservations and booking as per guest's request according to One&Only Brand standard.

Key Duties and Responsibilities

Development

Carries out any assigned task with honesty, transparency, and integrity
Maintain polite and professional interpersonal relationship with both colleagues and guests
Demonstrate ability to communicate effectively
Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
Conduct and participate in team meetings and induction of new employees
Attend all preshift briefings under the supervision of a departmental leader
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

Product

Act as One&Only brand Ambassador always
Adhere of company ethics & antibribery policies
Understand, instill, and live the Company Philosophy
Ensure compliance with all brand standards, OO markers, quality standards, and SOP
Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
Demonstrate an ability to maintain confidentiality and privacy

Operations

Provide close followup of each request to ensure all tasks have been completed in a timely manner according to standard
Showing a personal interest for each of our guests and an authentic goal of being there in any moment
Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
Correctly inform guests about local activities and restaurants according to standards
Recommend and schedule restaurant reservations and/or activity bookings for the guests based on their needs and expectations
Presents options and alternatives to guests and helps in making choices
Create and send accurate itineraries and information to the guests based on their needs and expectations
Inform all departments of prearrival requests made by the guest through ALICE
Manage all prearrival and inhouse requests of Refreshment Center in ALICE and register guest preferences in SAGA
Manage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
Followup with lost luggage from the airport
Coordinate any thirdparty amenities to be delivered to the guests
Schedule and provide wakeup call as per guest request according to standards
Respond to guest calls for Guest Service within 5minutes
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
Update guest incidents report in ALCIE
Ensure all guest preferences and allergies as well as amenities are being updated inside the Guest ́s SAGA Profile
Manage the personal information of our guests via SAGA
Updates in SAGA affiliations or any other important information on guest profiles after arrivals
(Reservations department is in charge before guest arrival):
Ensures all possible existing profiles are either merged or deleted daily through OPERA and SAGA
Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest
Monitor the operations through the Rooms Management function in OPERA.
Support the Front Office-Concierge when necessary
Carefully read the handover to verify pending tasks from previous day and/or shift and to follow up accordingly
Offer alternatives with the guest's best intention i