Assistant Guest Experience Manager (Russian/German Speaker)

(19952)

Key Duties And Responsibilities

• Support the management of guest experience operations across all resort touchpoints, ensuring a seamless journey from arrival to departure.
• Act as a key point of contact for guests, handling inquiries, special requests, and resolving concerns promptly and professionally.
• Assist in driving service excellence by maintaining and continuously improving guest satisfaction and service standards.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure cohesive and personalized guest experience.
• Monitor guest feedback, identify trends, and implement corrective and preventive actions to enhance service delivery.
• Lead by example, promoting a culture of hospitality, professionalism, and guest-centric service among team members.
• Conduct regular briefings and support team training to align with brand standards and service expectations.
• Ensure compliance with company policies, operational procedures, and quality standards.
• Assist in implementing guest engagement initiatives, loyalty programs, and brand experience strategies.
• Maintain accurate records of guest preferences, feedback, and service recovery actions.
• Support operational reporting, handovers, and communication across shifts.
• Proactively engage with guests throughout their stay to build rapport, anticipate needs, and create personalized experiences.
• Oversee the pre-arrival process, ensuring guest preferences, special occasions, and VIP arrangements are accurately prepared and executed.
• Monitor guest journey touchpoints to identify opportunities for enhancement and ensure consistency across all experiences.
• Collaborate closely with Concierge, Butler Services, and Guest Relations to curate bespoke experiences for guests.
• Ensure all guest interactions are handled with discretion, professionalism, and a high level of emotional intelligence.
• Support service recovery strategies by turning guest concerns into positive experiences and strengthening guest loyalty.
• Conduct quality audits and spot checks across departments to ensure adherence to brand and service standards.
• Assist in the planning and execution of special events, activations, and in-resort guest engagement initiatives.
• Support the management of online reputation by ensuring timely responses to guest reviews and feedback.
• Drive upselling and cross-selling opportunities in a natural and guest-centric manner to enhance the guest experience.
• Ensure seamless coordination of arrivals and departures, particularly for VIPs, repeat guests, and long-stay guests.
• Maintain strong knowledge of resort offerings, local attractions, and experiences to provide tailored recommendations.
• Support crisis management and incident handling, ensuring guest safety and brand reputation are protected.
• A suitable candidate should have **3–5 years of experience** in a 5-star hotel, resort, or upscale hospitality environment, with a strong understanding of guest relations, luxury service standards, and overall hotel operations.
• Previous supervisory or leadership experience within Front Office or Guest Experience is essential.
• The candidate must demonstrate excellent personal presentation, strong interpersonal and communication skills, and the ability to lead and collaborate effectively with diverse teams across departments.
• They should be dynamic and service-driven professionals, committed to delivering personalized and memorable guest experiences while consistently maintaining the highest service standards.
• Strong attention to detail, organizational capabilities, and a proactive approach to problem-solving, guest engagement, and service recovery are essential.
• Excellent English communication skills are required, and fluency in Russian or German is mandatory.
• Proficiency in additional languages will be considered an advantage.
• At One&Only creating **JOY** is at the forefront of everything we do.
• If you are the one to make every detail count and are bold to go beyond the obvious in every task assigned with positive energy & have the passion to make it happen, then we are looking for you.
• Please apply directly through this website and submit your most recent CV.
• Applications that do not meet the requirements will not be considered.
• We **Thank You** for your interest at Kerzner –One&Only Resorts.
• Please note that only shortlisted candidates will be contacted.
• Our brand is expanding faster than ever before.
• We are investing in the growth of our company, and that means we are committed to investing in you.
• Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit.
• We believe in making our guests happy beyond anything they have ever imagined.
• We wow them at every turn and create memories that will last a lifetime.
• You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.