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.
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.
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.
Uses Opera guest history as a tool to become fully conversant with returning guests likes and dislike, previous
experiences, preferred activities, children’s names, F&B preferences. Etc.
Attends the daily Front Office briefings at beginning of your shift and the department monthly meeting.
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.
cocktail parties, meeting, etc.
Maintains good working relationship with all departments.
Ensure all VAT checks is printed out after the guest folio is closed.
Completes any additional tasks assigned by the managers
Ensures the Front Office Operation in night time is under controlling.
Inspects the hotel’s main entrance, corridor, and public areas on a daily basis and report finding in Resort Host Log Book.
To have a complete list of emergency telephone numbers and list of hotel’s emergency team at the Resort Host desk.
When necessary, to investigate all guest and associate accidents and report the circumstances to Management.
Provides assistance to guests in all hotel emergency evacuation and medical procedures.
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.
Handles all guest inquiries.
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.
Serves the welcome drink, welcome towel and tea for arriving guest as well as presenting bracelet with the message from CSR activities;
Confirms flight booking and reservations for in house guests.
Be able to drive the buggy in transferring the guest.
Coordinates with concerns dept. to handle the guest requests, ensures every standard of services is met.
To constantly be in contact with in house guests during their stay in any opportunities to check the guest satisfaction.
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.
Sells and upsells hotel facilities.
Reports any potential health or safety hazards promptly to the Front Office Manager.
Updates and practices with current information on emergency procedures relating to fire, theft, accident, medical emergency and other threats to hotel and guest security.
Ensures that there exists an up to date and extensive selection of booklets, guides, maps and brochures for our guests.
Answers the telephone promptly and clearly in a friendly and courteous manner
