Check guests in and out, including preparation of guest bills and authorizing payments.
Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development; be good understanding about the Property Management Software (PMS).
Keep tabs on the availability of the staff, especially during the peak season and make subsequent arrangements for hiring the new staffs and training them according to the requirements.
Know all safety and understand emergency procedures and how to act upon them; understand accident prevention policies.
Conduct the duties in a courteous, safe and efficient manner, in accordance with the Resort’s policies and procedures, ensuring that a high level of service is maintained.
Perform other duties assigned by the Resort Management Board.
Ensure all guests are courteously, cordially and efficiently handled with special attention.
Cooperate with Front Office Manager and related departments (Sales & Marketing, Animation, Spa, Food and Beverage and other departments), making business plans, programs, decisions, taking into account the Resort’s philosophies, standards and procedures.
Responsible for cash handling including float and banking.
Focus on the guest&039;s needs and requirements and ensures that they are being fulfilled; implement various strategies that will help in improving the resort facilities; eventually lead to an increasing number of customers; make sure that effective guest strategies are designed so that exceptional services can be provided to the guests.
Oversee all guest services, including Front Office, Sales & Marketing, Animation, Spa, Food and Beverage etc…to ensure quality and guest satisfaction.
Report anything considered a health and safety hazard.
Be flexible at all times in order to cover the unexpected needs of the Resort and outlets.
Act as the management representative for the Resort to ensure complete guest and patron satisfaction.
Ensure maximum positive guest experiences; work as a team to deliver a product to our guests that exceeds their expectation; maximize profitability of each group for the Resort.
Deal efficiently with day to day billing and guest service queries.
Lobby duty plays a key role in the success of the movement of our guests around the resort.
Use available information, plan and control both the preparation of future shifts and effective communication to the team.
Anticipate and intervene in all incidents of guest dissatisfaction and attempt to satisfy all such guests within the Resort’s policy.
Maintain a detailed knowledge about the Resort&039;s services and hours of operations.
Know cash handling procedures; file and post all changes to guest master and ledger account.
Train new Guest relation personnel; oversee and assist the staff in providing better customer services and resolve the customer complaints as well as attend to their special requests.
Do service recovery procedures; keep a track of the inventory supplies and make requisitions according to the requirements; keep updated reports on the relevant data so that it can be presented during the meetings or whenever requested.
Take reservations using the resort reservation system, ensuring maximum occupancy and rates are obtained.
Prevent abuse and/or destruction of the Resort property.