Job Description

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PURPOSE OF THE POSITION:

The "Golden Ambassador" ensures that every stay at O&L Leisure Properties is extraordinary, creating memorable moments through warm, personalized service and exceptional attention to detail. This role focuses on providing individualized hospitality to every guest, particularly VIPs and repeat visitors, from the moment of reservation confirmation through to departure. The Golden Ambassador drives the anticipatory and seamless journey for VIPs, repeat guests, and all visitors, ensuring a superior guest experience. Additionally, the Golden Ambassador serves as the right hand of the General Manager, working closely to welcome guests with the warmth and hospitality of a home-like environment.

QUALIFICATIONS & EXPERIENCE

• Diploma in Tourism and Hospitality management
• Minimum 3-5 years’ experience in guest relations, hospitality, or a similar role, with a strong track record of handling VIP guests and delivering personalized service.
• 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.
• Demonstrate honesty and integrity in all interactions. Communicate sincerely and authentically, reflecting the O&L persona
• Demonstrate confidence, pride, boldness and ownership of the role. Serve as a reliable and inspiring presence for both the team and the guests.
• Assertive, Fast Thinker and take initiative to make things happen efficiently.
• Possess a strong background in hospitality. Apply knowledge, experience, and finesse to every aspect of the role, ensuring top-tier service and guest satisfaction.
• Product knowledge and hospitality industry experience is a requirement.
• Excellent communicator in English, both written and spoken.
• Interact confidently with guests, ensuring they feel welcomed and appreciated. Address their needs and preferences proactively.

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 guest’s 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.
• Drive the anticipatory and seamless guest journey for all guests, especially VIP and repeat visitors, from reservation confirmation to post departure.
• Coordinate and execute special events and occasions according to set standards, such as birthdays and anniversaries, ensuring they are celebrated in style creating unforgettable experiences and special moments during their stay.
• Constantly innovate to enhance the guest experiences.
• Manage budgets related to service recovery, special occasion setups, and personalized guest experiences.
• Capture, analyze, and report on guest feedback in collaboration with the Experience Manager.
• Follow up with respective departments on guest complaints or requests and provide timely feedback to guests.
• Encourage guests to book property facilities and meals by upselling restaurants and other guest experiences.
• Articulate and maintain developed standards, product knowledge and grooming.

CLOSING DATE: 29 May 2026

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: 5698