Activities & Experience Manager
Activities & Experience Manager
HC Solutions Ltd
About The Job
The main objective of the role is to create personalized guest experiences and to interact with guests and visitors of the resort in the most authentic way. Oversee, co-ordinate and develop the personalized tours, field activities and services for the guests and visitors of the Resort. To participate in and assist with the conservation and ecological work, and to act as the primary link between the guest and the excursions, ensuring that the standards of all equipment and facilities used by Experience Hosts and guests are safe and maintained at the required
standards. To be responsible for communication between guests and Experience Hosts, and for development and training of the Experience Hosts with regard in all matters. Daily allocation of duties to Experience Hosts in line with the Resort's services and functionality and the implementation and co-ordination of the department.
Specific Skills
Experience
- At least 2 years working experience in a Managerial position relevant to the job requirements.
- Experience in a similar resort would be a strong recommendation.
- A drivers’ license and certification in First Aid will assist the Colleague.
- Guest Service Experience
- Knowledge of Rwandan Animals
- Natural Sciences
- Professional Guiding
- English, plus fluency in a foreign language is an advantage.
Responsibilities & Duties
- Responsible for the Experience team in all aspects and its customer satisfaction.
- Oversee the Experience Department, and to ensure that this unit is disciplined and well-coordinated with Front Office and other Resort Operations. This is to ensure that the guest receives the full services of the resort in a well-coordinated and thorough manner. Teamwork with all resort areas departments and Colleagues.
- Development of the department, its functions and success as well as daily meetings and budgets.
- Ensure the required arrangements and guest requests for activities and tours is coordinated with Reception for guest check-in, check-out and billing procedures. Be involved in the pre-arrival arrangements.
- Ensure the required arrangements and guest requests for activities and tours is coordinated with Reception for guest check-in, check-out and billing procedures. Be involved in the pre- arrival arrangements.
- Ensure that allocated guests receive the activities, tours, special functions and excursions in an informed, timely and professional manner, while maintaining the policies, procedures and safety systems of the Resort. This to be done by maintaining personal contact with the guest and providing continuity to the guests’ interactions with the other departments of the Resort, coordinated with the Front Office Manager.
- Be the primary contact in relations regarding excursions, environment and conservation.
- Own, pass on all relevant information, (including complaints), to the other departments in the operation, to ensure that the guest receives services in a well-coordinated and timely manner. Make sure of its resolution. This includes additional information which may be relevant to developing and upgrading services, Guest History records, Management, and Sales and Marketing.
- Always collect guest preferences and action upon them.
- Monitor the use and maintenance of all equipment and company assets provided and ensure its maintenance according to the standards laid down by the Resort Management.
- Ensure that the image of the Resort and its policies are maintained through provision of a disciplined, groomed and professional approach, always promoting a friendly, genuine, warm, appropriate and polite relationship between guests and the Resort Colleagues.
- Actively enquire and recommend services, activities and facilities of the resort to guests and visitors, ensuring that they are kept informed of the full range of options available to them.
- Always be knowledgeable of all services and products to be the primary source of information for all resort.
- The jobholder is expected, as part of their guest service duties, to assist other departments in their service delivery. This is part of the personalized services offered and provides continuity for the guest as they move between individual department services.
- The position requires activities that may be physically demanding. The job holder will therefore require some sporting and other physical abilities.
- Work under the guidance of the Resort Manager in relation to safety, security, emergency response and general `guest & staff wellbeing’.
Educational Requirements
- A Degree, Diploma or recognized training in relevant area of study
- Training in P.R. or guest services is relevant but not essential.
Job Location
Rwanda
Apply To
All interested applicants should submit their detailed Curriculum Vitae at recruitment@hcsolutions.rw