General Duties
1. Communicate and assist guest starting from reservation, check in, during stay until departure from the resort. All communication must be done in a well manner and in professional level.
2. Ensure highest level of guest satisfaction at all times by delivering the best service experience at every stage of the guest stay.
3. Work in conjunction with Housekeeping and Engineering team to ensure that villas are in immaculate condition at all times and especially in preparation for guest arrival.
4. Daily communication with Housekeeping and Food and Beverage team in relation to the needs of current and arriving guests to the resort.
5. Oversee the cleaning and maintenance of villas by Housekeeping and Engineering staff to ensure guests are not disturbed unnecessarily.
6. To promote in house facilities to guest during stay before giving recommendation for outside of the resort.
7. Handle all flights confirmations, dinner reservations, tour arrangements and any other guest itinerary during stay.
8. Assist other department whenever there is anything related to guest in the resort to ensure guest needs are handled in a timely and professional manner.
9. Work closely with Food and Beverage team at each dining experience to ensure guest receives a consistent level of service including to cater for guest preferences accordingly.
10. Keep all information updated by being aware of everything that is happening in the resort in all sections.
11. Assist with training of other departments whenever it is necessary.
12. To perform any other duty as directed by superior
General Responsibilities
1. Maintain high score on guest satisfaction at all time.
2. Responsible for the elaboration and implementation of standards related to SOP and LQA.
3. Schedule and regularly conducts routine inspections of areas under his control.
4. Checks all Front Office equipment including buggy and hotel vehicle, making sure they are in clean and in good working conditions, follow up on equipment that need repair, additional spare parts, replacement or disposal.
5. Co-operates with the Purchasing department in locating sources for needed items, substitutes locally available for imported ones and ensure best quality and value for money.
6. Controls costs by minimizing/decreasing chances of property damage, maintaining adequate inventory of items including stationeries and collaterals.
Hotel safety and security
1. Ensure that all fire equipment in Front Office are in proper working condition (detection equipment's and fire-fighting equipment)
2. Ensure regular fire drills are running in co-operation with the security department. To ensure guest communication are in place to avoid complain
Knowledge and Experience
· Minimum Diploma in Hospitality
· Minimum of 1 year relevant experience in Front Office
· Butler knowledge is a must
· Knowledge of local regulations related to Hotel Operation is a must
Competencies
· In-depth knowledge of hotel property management system, system monitoring of guest request and other related system in the resort operation
· Good communication skills, capable of functioning well under stress and during emergencies, strong interpersonal and negotiation skills