GUEST SERVICE:
•Greet and farewell, check-in & check-out, respond to guests’ requests and settles accounts while providing a professional, sincere, warm, personalized and friendly service.
•Welcome and acknowledge all guests according to company standard; anticipate and address guests’ service needs, assist individual with disabilities; thank guests with genuine appreciation.
•Provide guests/visitors with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
•Meet guest twice a day, preferred breakfast and dinner time ensuring they are having a relaxing and memorable stay; coordinate with related departments for any defects/issues/problems and follow up.
•Own and immediately resolve guest problems.
•Answer, record, and process all guest calls, messages, requests, questions, or concerns.
•Coordinate with Housekeeping to track readiness of villas for check-in.
•Inspect villa for VIPs prior to guest arrival.
•Ensure long-staying/ special-attention/ occasion-celebrating guests are taken care of exclusively, paying particular attention to their needs and requests.
•Coordinate with F&B for VIP amenities delivery and setup.
•Provide a complete and thorough orientation of the villa for the guest.
•Check and obtain guests daily itinerary, preferences, likes/dislikes.
•Ensure that all requests from Guests are made possible and are followed up on.
•Check guest satisfaction and follow up on daily basis.
•Personally deliver arriving/ departing guest’s amenity/ gift.
•Pack/unpack guest luggage.
•Promote resort facilities and in-house services to drive sales.
•Comply with quality assurance expectations and standards (LQA).
•In charge as Night Auditor often.
•Stand, sit, or walk for an extended period of time.
•Move, lift, carry, push, and place objects as requested by Supervisors.
Cashiering & Administration
•Count cash float at the beginning and end of shift.
•Balance and drop cash/ receipts according to Finance specifications.
•Complete designated cashier and closing reports in the PMS system.
•Handover and receive cash float handover.
•Able to handle payment with different methods; i.e cash, credit card, city ledger.
•Run daily reports (guest arrivals, departures, transportation request, etc.), identify any special requests, and check reports for accuracy.
•Maintain an accurate villa status, organized guest folios and files.
•Maintain the cleanliness and neatness of the front desk, lobby area, library, payment room.
•Ensure all stationery are tidy and organized and order when needed.
Relations
•Arrange VIP greeting and escorting service from/ to airport.
•Estahlish relationship with Long Stay/ VIPs.
•Ensure all repeat guests are met and greeted daily and profiles are updated.
•Speak with others using clear and professional language; answer telephones using appropriate etiquette.
•Develop and maintain positive working relationships with others.
