Golden Ambassador Job Job Details | O&L

PURPOSE OF THE POSITION:

To ensure that every stay at O&L Leisure Properties is extraordinary, creating memorable moments through warm, personalized service and exceptional attention to detail. Providing individualized hospitality to every guest, at every touch point in the guest journey in delivering a superior guest experience. Additionally, the Golden Ambassador serves as the right hand to the General Manager.

QUALIFICATIONS & EXPERIENCE :

• Diploma in Hospitality Management
• A minimum of 3-5 years of experience in guest relations, front office, or a similar role, with proven experience in handling VIP guests, reception and night audit.
• Computer literate (MS Office/Office/Excel/PowerPoint)
• System knowledge on Micros/Opera
• Food and Beverage operations experience in 4*/5* Hotel will be an added advantage.
• Multilingual in foreign languages (German, French, Portuguese etc.) will be an added advantage.
• Drivers licence

KEY ACCOUNTABILITIES :

• Welcome all guests, with a special focus on VIP guests, and oversee the overall experience to ensure the service creates unforgettable, unique experiences.
• Provide personalized guest service based on guest preferences to create lasting bonds and make each stay unique and extraordinary.
• Anticipate guests' needs confidently and offer genuine, individualized hospitality, embodying the O&L Persona of being "authentic, caring, and passionate.
• Understand and meet each guests unique needs and preferences to deliver a bespoke and memorable experience. Including a good understanding of cultural differences and sensitivities to ensure all guests feel welcome.
• Operate unique Customer Experience and Quality Assurance Initiatives.
• Handle guest complaints professionally, follow up on them, and provide timely feedback to guests.
• Provide clear and actionable instructions to the team to guarantee a high level of guest satisfaction.
• Constantly innovate to enhance the guest experiences.
• Provide an efficient check-in and check-out experience.
• Ensures an efficient cash handling and billing service to guests.
• Manage budgets related to service recovery, special occasion setups, and personalized guest experiences.
• Manage all front office cashier transactions during the night shift and ensure the safety and security of guests and the property during nighttime hours.
• Assist with reservations handling
• Encourage guests to book property facilities and meals by upselling restaurants and other guest experiences.
• Constantly monitor and check the quality-of-service delivery towards the guests and make sure the processes are speaking to the brand and the provided quality guideline.
• Capture, analyze, and report on guest feedback in collaboration with the Experience Manager.
• Adhere to HACCP regulations and all compliance aspect concerning health and safety, as well as brand standards and HACCP policies and procedures.

COMPETENCIES REQUIRED:

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

Closing Date: 27 August 2024

O&L - a Great Place to Work.

Applicants meeting our requirements are invited to apply. O&L Group of Companies is an Equal Opportunity Employer.

"This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."

Requisition ID: 4211