Company Description

Mantis is a leading, conservation-focused hotel group with eco-lodges, waterways and curated eco-resorts located all over the world. Sustainable travellers have been enjoying eco-tourism, safaris and adventure travel with Mantis since 2000. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate. Whether small and intimate or vast and complex, on a sweeping African plain, beach-side escape or bustling city, each is an exceptional place for guests to find themselves. While uniquely different in the experiences they offer, all are linked through a collective obsession to be extraordinary, to be rare in a world that mass-produces sameness.

Job Description

Guest Experience Manager

As Guest Experience Manager, you will oversee all aspects of the guest experiences at Hawar Resort, ensuring each guest receives personalized and memorable service. Serve as the main point of contact for VIP guests and handle any special requests or concerns with discretion and efficiency. Develop and implement guest service standards and procedures to enhance overall guest satisfaction. Collaborate with various departments to ensure seamless service delivery and address any issues promptly. Monitor guest feedback and reviews, responding in a timely manner. Conduct regular colleagues training sessions, maintain a visible presence, analyze feedback, handle complaints, and foster strong guest relationships.

What Is In It For You

• Engage in conservation efforts and help preserve wildlife.
• Enjoy sustainable adventures with exclusive rewards.
• Celebrate locality and heritage in a vibrant community.
• Advance your career with global development opportunities.
• Drive change through impactful social initiatives.
• Collaborate with a passionate, innovative team.
  
  

Key Responsibilities

• VIP Guest Contact: Serve as the main point of contact for VIP guests and handle any special requests or concerns with discretion and efficiency.
• Develop Service Standards: Develop and implement guest service standards and procedures to enhance overall guest satisfaction.
• Collaborate Across Departments: Collaborate with various departments to ensure seamless service delivery and address any issues promptly.
• Monitor Feedback: Monitor guest feedback and reviews, responding in a timely and professional manner.
• Staff Training: Conduct regular training sessions for staff to uphold and improve service standards.
• Visible Presence: Maintain a visible presence in the lobby and other guest areas to proactively engage with guests.
• Analyze Feedback: Analyze guest feedback to identify trends and areas for improvement, implementing strategies to address any gaps.
• Handle Complaints: Handle guest complaints and resolve issues in a manner that exceeds guest expectations.
• Foster Relationships: Foster strong relationships with guests, encouraging repeat visits and loyalty to the resort.
  
  

Qualifications

• Educational Requirements: Bachelor’s degree in hospitality management or related field.
• Experience: Minimum of 5 years of experience in a guest relations or guest experience role within a luxury hotel or resort setting.
• Language Skills: Fluent in Arabic and English, with excellent verbal and written communication skills in both languages.
• Interpersonal Skills: Strong interpersonal and problem-solving abilities.
• Guest Relations Management: Proven ability to manage guest relations and enhance guest satisfaction.
• Organizational Skills: Excellent organizational and multitasking skills.
• Technical Proficiency: Proficient in hospitality management systems and relevant software.
• Flexibility: Ability to work flexible hours, including evenings, weekends, and holidays.
  
  

Additional Information

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Mantis Collection: Mantis is a boutique hospitality group that was founded by conservationist Adrian Gardiner in 2000, with its main focus predominantly in Africa and the Middle East. Mantis grew from Adrian’s vision to restore and rewild degraded farmland which he developed into a widely-acclaimed Private Game Reserve. This was the first private game reserve in the Eastern Cape and the beginning of eco-tourism in a poverty-stricken province that had few opportunities outside of commercial farming. Adrian and the Mantis team successfully created a place where man and nature could co-exist sustainably. From this initial success, the Mantis model was then developed worldwide, understanding that consumers could use the Mantis portfolio as a mark of quality, consistency and character. Today the diverse portfolio of handpicked properties links up to create travel journeys, which offer guests the opportunity to experience the essence of the location in a setting of tailored luxury. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLES