job description

Guest Experience Officer

Guest Experience Officer

Main Responsibilities:

  • Assist the management team in achieving the company’s goals and objectives, with regards to the Entertainment Department activities and program
  • Carry out all assigned/programmed activities as per established hotel standards and procedures
  • Assist the Sports & Leisure team in ensuring that operating costs are kept to a minimum, and that the overall goals and objectives of the department are achieved
  • Keep and ensure that all areas under his/her control and responsibility always satisfy the most stringent hygiene and sanitation requirements
  • Provide guest information and advice on available activities and facilities
  • Organise, promote, and coordinate ‘Deep into Mauritius’ activities
  • Welcomes guests and gives information and advice on respective activities and facilities
  • Actively invites guests to participate in hotel activities
  • Organise and participate in any entertainment activities and other special activities
  • Organise hotel visit and ‘mise en chambre’ after check-in
  • Collect and compile guest’s preference and feedback
  • Offer solutions to guests’ requests and complaints including the recovery process
  • Encourage guests to like, post and rate the hotel on social media pages (Facebook, Instagram, Trip Advisor, etc.)
  • Assist in implementation of effective changes to improve customer service
  • Promote upselling and encourage up-selling of other department and partners activities
  • Attend daily briefings in his/her department
  • Offer solutions to all sport/gym/musical entertainment operating problems
  • Help in the preparation and organisation of musical entertainment/special events
  • Carry out the weekly (day/night) entertainment program
  • Report all sport/evening entertainment operating problems to your Superior
  • Ensure effective and efficient organisation of respective activities
  • Ensure the continuous communication of all hotel events to guests
  • Take artists and guests pictures for social media pages

Candidate’s Profile:

  • HSC level or equivalent with professional training experience
  • 2 Years’ experience in a related position would be an advantage
  • Strong interpersonal and communication skills
  • Fluent both in English and French is a must
  • Computer literate