Job Identification:
Job Category: Guest Services, Operations, and Front Office
Job Schedule: Full time
Property Name: Mango House Seychelles, LXR Hotels & Resorts
Exceptional Hospitality Starts with You;
Guest Service
- Welcome and engage guests in a warm, friendly and professional manner.
- Provide personalized assistance to guests from arrival through departure.
- Anticipate guest needs and proactively offer assistance and recommendations.
- Respond promptly and professionally to guest enquiries and requests.
- Maintain a high level of discretion and confidentiality when dealing with guests.
- Develop positive relationships with guests and create memorable experiences.
Concierge Service
- Arrange restaurant and dining reservations both within and outside the hotel.
- Assist guests with transportation arrangements, including airport transfers, taxis, boat transfers and other transportation requirements.
- Provide information and assistance regarding excursions, tours, sightseeing and recreational activities.
- Assist guests with bookings for water sports, wellness, spa treatments and other experiences.
- Arrange special occasions such as birthdays, anniversaries, proposals and other celebrations.
- Assist with flower arrangements, gifts, deliveries and other special requests.
- Provide recommendations based on individual guest preferences and interests.
- Coordinate with external suppliers and service providers to ensure arrangements are delivered as requested.
Local & Destination Knowledge
- Maintain excellent knowledge of Seychelles, including:
- Beaches and attractions
- Restaurants and dining experiences
- Excursions and tours
- Shopping
- Cultural experiences
- Water sports and recreational activities
- Transportation options
- Local events and activities
- Provide accurate and up-to-date information to guests.
- Develop and maintain positive working relationships with reliable local partners and suppliers.
- Stay informed of new experiences,
restaurants and activities available in Seychelles.
Guest Experience
- Create personalised recommendations and itineraries based on guest preferences.
- Identify opportunities to exceed guest expectations.
- Coordinate with other departments to ensure seamless delivery of guest requests.
- Follow up with guests to confirm that arrangements have been completed satisfactorily.
- Assist with VIP, repeat and special-status guests as required.
- Ensure all guest preferences and important information are communicated to the relevant departments.
Guest Complaints & Service Recovery
- Handle guest concerns promptly, professionally and empathetically.
- Take ownership of guest requests and follow them through to completion.
- Resolve issues within the scope of authority and elevate appropriately when required.
- Follow up with guests following service recovery to ensure satisfaction.
- Record relevant guest feedback and service recovery actions accurately.
Communication & Coordination
- Maintain effective communication with Front Office, Reservations, Housekeeping, Food & Beverage, Spa, Security and other departments.
- Ensure guest requests are clearly communicated and followed up.
- Conduct proper handovers between shifts.
- Maintain accurate records of pending guest requests and arrangements.
- Communicate changes or cancellations promptly to all relevant parties.
Here’s what you’ll do during a typical day:
- Delight our guests: Respond promptly and professionally to guest inquiries, requests, and concerns
- Offer recommendations: Provide information and handle arrangements for dining, transportation, events, tours, restaurant reservations, promoting the House Experiences and local attractions
- Coordinate special services: Arrange for medical care, childcare, floral delivery, and other personalized guest needs
- Manage guest communications: Receive and deliver messages, mail, packages, and faxes
- Support VIP guests: Facilitate seamless registration and elevated service for high priority guests
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