PURPOSE OF THE POSITION:

To drive the anticipatory and seamless VIP/Repeat/All Guest Journey from point of reservation confirmation to the stay experience and all the way to departure.

Key Performance Areas:

• Welcome customers/guest and monitor the overall experience to ensure the service offered create unforgettable, unique experience.
• Operate inimitable Customer Experience and Quality Assurance Initiatives.
• Provide guests with quality service by monitoring staff assignments and responsiveness and seeking opportunities to communicate with guests to personalize the service.
• Provide personalized guest service based on preferences and ensures an ever-lasting bonding is created with guests.
• Maintain the TLV (Temperature, lights, and Volume) to ensure guest experiences of luxury standards.
• Coordinate with the Guest Experience Host on food and beverage services activities where required.
• Accompany VVIP/VIP groups to excursions when requested.
• Encourage guests to book the hotel activities and meals through upselling.
• Provide the front office team with the necessary tools and information for upselling purposes.
• Prepare a guest feedback report for all room feedback cards per department and share with management.
• Arrange and do curtesy calls to guests in house and arrivals and record in a curtesy call log sheet.

QUALIFICATIONS & EXPERIENCE:

• Diploma in Hospitality management
• Minimum 2 years’ experience in guest relations/customer service or similar environment.
• Knowledge of OPERA.
• Excellent knowledge of local attractions and establishments.
• Polite, friendly, and self-assured attitude.
• Skills in multitasking and good time-management.
• Restaurant experience will be an added advantage.

COMPETENCIES REQUIRED

• Lives the O&L Value
• Leads Growth
• Takes Bold Stands
• Causes Alignment
• Being Authentic
• Inspires Innovation
• Deliver Extraordinary results.

Closing Date: 26 July 2023

The company ONLY accept application via their career portal. Interested candidates can apply via the link below:

APPLY FOR THIS JOB

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