Job Description

General Responsibilities:

? Demonstrates pride in the workplace with a high level of commitment towards achieving


organizational objectives


? Consistently treats all Guests and colleagues in a polite, helpful and courteous manner


? Have in-depth knowledge of our product and competitors


? Communicate well to ensure effective shift handover


? Actively participate in organized meetings


? Interact with department and resort staff in a professional and positive manner to foster good


rapport, promote team spirit and ensure effective two-way communication

Specific Responsibilities:

? Provide luxury guest service experiences for clients throughout their stay


? Ensure guests receive an exceptional arrival experience as per the resort's brand standards


? Monitor daily bookings and ensure assigned rooms are prepared prior to check-in


? Coordinate luggage collection and storage


? Oversee check-in and check-out procedures, including reservations and financial transactions


? Promptly address guests' requests, like minibar consumption, in-room dining, etc.


? Actively listen to and resolve guest complaints


? Ensure special guests, like differently-abled people, elderly, children, and VIPs, receive


personalized service


? Inform guests about resort facilities including dining options, activities, spa, boutique, etc.


? Liaise with Housekeeping and F&B staff to provide an overall comfortable guest experience


? To ensure maximum guest satisfaction through personal recognition and prompt cordial


attention from arrival to departure


? To ensure members consistently receive all benefits, repeat guests and other VIP's receive


special recognition and service


? Review arrival lists to welcome guests, greet all guests personally


? Liaise with other departments and necessary outside contracts to ensure excellent service


delivery


? Oversee maintenance of efficient repeat guest history system


? Attending to special requests by guests


? Handle guest complaints and refer them as necessary, follows up on corrective action


? Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special


requests


? Provide information about amenities, area, and venues and promote services


? Anticipate guest needs and build rapport with guests


? Responsible for achieving a score of 90% in RENARD audit for Front Office operations and take


necessary action for the shortcomings for standard compliance


? Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages), etc.