Never says “no “to a guest and going out of your way to satisfy a guest request even if the item or service is
Provides guest recognition at all times by interaction with guest on a continual a complete basis, ensures guest comfort and satisfaction.
unavailable.
Uses Opera guest history as a tool to become fully conversant with returning guests likes and dislike, previous
Uses guests first name as form off address, tries to recognize guest to create the better connection.
To be fully conversant in all systems of Front Office operation.
Records all guest complaints, guest comments, compliments, damage or loss of guest property, and other relevant information in the Resort Host Log Book. Reports all guest complaints, compliments and suggestions immediately to Managers.
experiences, preferred activities, children’s names, F&B preferences. Etc.
To be fully conversant with all equipment and facilities in the department.
Has a sound working knowledge of the hotel’s daily and future functions and activities – luncheons, dinners,
To be fully conversant with geographical, cultural, and historical aspects around the area, as well as be up to date on all tourist attractions, tours, shopping, and restaurants.
Attends the daily Front Office briefings at beginning of your shift and the department monthly meeting.
cocktail parties, meeting, etc.
Serves the welcome drink, welcome towel and tea for arriving guest as well as presenting bracelet with the message from CSR activities;
Inspects the hotel’s main entrance, corridor, and public areas on a daily basis and report finding in Resort Host Log Book.
Sells and upsells hotel facilities.
To have a complete list of emergency telephone numbers and list of hotel’s emergency team at the Resort Host desk.
Updates and practices with current information on emergency procedures relating to fire, theft, accident, medical emergency and other threats to hotel and guest security.
Provides assistance to guests in all hotel emergency evacuation and medical procedures.
Maintains good working relationship with all departments.
When necessary, to investigate all guest and associate accidents and report the circumstances to Management.
To be aware and respond to all hotel emergency situations, ensuring the safety of guests, associates and yourself by following the hotel’s policy and procedures for handling emergencies and remaining calm and being in control of the situation.
Confirms flight booking and reservations for in house guests.
Be able to drive the buggy in transferring the guest.
Ensure all VAT checks is printed out after the guest folio is closed.
Handles all guest inquiries.
To constantly be in contact with in house guests during their stay in any opportunities to check the guest satisfaction.
Completes any additional tasks assigned by the managers
To meet with guests after check in to describe the resort facilities, put together their activity schedule, and give your utmost assistance if you could not brief during check in procedure.
Ensures that there exists an up to date and extensive selection of booklets, guides, maps and brochures for our guests.
Ensures the Front Office Operation in night time is under controlling.
Places a courtesy call to check in guest, within 30 minutes of check in inquiring of guest is comfortable and to offer any assistance required. Calls to be noted in Resort Host Log Book.
Reports any potential health or safety hazards promptly to the Front Office Manager.
Answers the telephone promptly and clearly in a friendly and courteous manner
Coordinates with concerns dept. to handle the guest requests, ensures every standard of services is met.
