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Guest Experience Assistant Manager
locations Serengeti
time type Full time
job requisition id REQ10271491Guest Experience Assistant Manager1. Respond to a wide variety of guest requests by accurately assessing
the guest needs and requests and then adding personal recommendations
and touches to achieve maximum customer satisfaction while complying
with all Four Seasons’ policies.
Recommended:
2.
Handles all guest interactions with the highest level of hospitality
and professionalism, accommodating special requests whenever possible;
resolves customer complaints; assists customers in all inquiries in
connection with hotel services, hours of operations, key hotel
personnel, in-house events, directions, etc. Responds to all guest
requests in an accurate and timely manner making recommendations based
on local knowledge and hotel practices.
3. Complies with Four
Seasons’ Work Rules and Standards of Conduct as set forth in Embact.
Works harmoniously and professionally with co-workers and supervisors.
4.
Works closely with Front Desk, Reservations, Bell Staff to assure
smooth handling of guest arrivals and departures. Works closely with the
Food & Beverage team to coordinate any reservations/requests for
hotel managed restaurants, bars and lounges as well as event space.
5.
Assists with responsibilities and duties in the absence of or due to
heavy volume in the areas of the Business center, Lobby coverage &
Reception.
6.
The ability to perform all reasonable services a guest may require,
ensure the proper handling of guest message anticipate guest requests
and requirements in order to satisfy them efficiently and promptly.
7.
Coordinate with groups coordinator in case of group event, VIPs, return
guests, etc. Establishes rapport with frequent visitors; keeps hotel
operating departments well-informed about guests' preferences.
8.
Implements and maintain guest experience program and presence in lobby
& outlets to connect with guests in meaningful ways
9. Ensures all guests are escorted to the room on arrival, ensure correct orientation is given to guests
10. Ensures all guest itineraries are prepared as per guest requests and presented to guest when ever required
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11. Ensures all birthdays, anniversary and any special occasions are well acknowledged and coordinate amenities arrangements
12. Handles Chat function of Four Seasons when ever required /Assigned.
13.
Ensures all picnic requests are collected from guests with all
restrictions and preferences are well acknowledged, and sent to In Room
Dining every evening.
14. Ensures all internal and external calls are attended to with in three rings
15.
In order to maintain our Four Seasons legendary service, when required,
you will be expected to support your colleagues in the other
operational areas
16. Ensure you are fully familiar with the new Four
Seasons Health & Safety program Lead with Care and attend all the
mandatory training.