Job Purpose
The main role of a resort host is to serve guest as personal assistant to guests, always anticipate guest’s needs rather than waiting to be asked. In addition to housekeeping, food and beverage service, the resort host requires to be well versed in personal care and valeting.
Primary Responsibilities
By having guest relation skill, a resort host will demonstrate competency in Guests receive a warm and friendly welcome/farewell. Making his or her own personal introduction
Have an understanding of foreign currency exchange. Create and oversee airport / hotel entrance pick- up and drop off procedure. Handle air ticket reconfirmation
Be aware of lost and found procedure. Create maintain a professional resort host / housekeeping emergency kit.
Handle guest’s messages. Have a working knowledge of the hotel guest history in Opera system
Have working knowledge of the in- room check out service. Create and oversee secure storage and tagging of luggage. Maintain or arrange security of luggage. Liaise as necessary with security staff
Handling guest complaints. Assisting in handling guests incoming faxes, mail, packages
Guiding the guest to achieve correct computer, email and internet access. Servicing the guest needs: immediate action. Understanding guest’s different cultures, moods and emotions.
Be able to describe the villas and F&B outlets in a professional manner
Explaining to guests what services a resort host can offer. Greeting guests at the Lobby. Welcoming the guest to their villas advising of facilities. Addressing a guest. Addressing Loyalty and other VIP guests
Possess knowledge of local area information, hotel and facilities, spa products and F&B menu
Arrange spa booking for guest. Conversing with guests, answering guests inquiries
Checking guest satisfaction. Understanding and fulfilling the guest’s needs for security, confidentiality, privacy and privacy requested policy within hotel.
Check in the guest and fully advise the benefits of the villa and of the resort.
Update and manage daily Guest Relation work sheets. Assigned (with AFOM /FOM) and inspect each room prior to guests arrival.
Using the correct phonetic alphabet of spelling. Dealing with guests in fast and accurate manner
Create a network of useful contacts and be aware of hotel security and safety procedures
Communication skills for all levels of staff/guests, confident Chinese/Madarin speaking
Update and manage daily resort host work sheets. Assigned (with AFOM /FOM) and inspect each room prior to guests arrival.
Arrange VIP greeting and escorting service to airport in coordination with Concierge / airport team
Creates a checklist for villa inspections. Log all faults and defects in villa resort host’s logbook and ensure rectification. Undertake final preparation of each villa prior to guest arrival. Have a working knowledge of the check- in procedure.
Enter guest preferences in guest history Opera system. Use guest history and update accordingly
Create a record and keep themselves up to date on current activities in the hotel, city and country generally
A resort host service shall demonstrate competency in supervising & controlling housekeeping service:
Polishing and cleaning shoes, return shoes in shoe bags or basket to guests suit and store them appropriately.
Providing flowers and arranging flowers, offer the service of gift wrapping guest’s purchases
Have and understanding of certain birthday, festival, weddings, special event etc.
Deliver a guest special request, understanding and able to book and arrange services
Provides prior to arrival and meanwhile the stay all the benefits of Accor and its programs such as and not limited to : My Resort, My Glass …
Knowledge of housekeeping terminology, set up care of maid basket / trolley, hygienic handling of linen, room attendants daily procedure, cleaning rooms, moving the smell, dusting and cleaning bedrooms, stripping and making bed, cleaning bathrooms, vacuuming rooms, folding towels and set up, providing luxury turndown service.
Running a spa/bath, including knowledge of safety issues (Coordinate with spa center)
A resort host will also be required to extend special care service for the guests as follows
