To book all Banyan Tree activities for guests, such as golf, tennis, spa treatments, recreational equipments, etc following the established reservations procedures.
To never say “ no “ to a guest and going out of your way to satisfy a guest request even if the item or service is unavailable.
To arrange activity partners for guests, including yourself or another Resort Host if you have time available.
To maintain good working relationship with all departments.
To answer the telephone promptly and clearly in a friendly and courteous manner.
To sell in house facilities and other Banyan Tree destination.
To place 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.
When necessary, to investigate all guest and associate accidents and report the circumstances to Management.
To check in guests at their villa, taking care of all details and pointing out villa facilities.
To constantly be in contact with in house guests during their stay by visting them in restaurants, and throughout the out.
To check all VIP and guest blocked villas before arrival to ensure the set up and cleanliness is to our standard.
To have a complete list of emergency telephone numbers and list of hotel’s emergency team at the Resort Host desk.
To know all in house guest names and villa numbers and be able to recognize guest by sight. To use guests first name as form off address.
To use 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.
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.
To be fully conversant with all aspects of Banyan Tree Resort and our facilities.
To confirm flight booking and reservations for in house guests.
To greet arriving guests and VIP guests at the hotel lobby, making sure correct luggage is transferred to correct Banyan Buggy.
To be fully coversant in all Opera computer Front Office operation.
To have the responsibility to make decision and handle minor guest problems on your own, reporting back your solutions to the Front Office Manager daily.
To attend the monthly Resort Host meeting with the Front Office Manager.
To provide guest recognition at all times by interaction with guest on a continual an complete basis.
To meet with guests after check in to describe the resort facilities, put together their activity schedule, and give your utmost assistance.
To observe the conduct and appearance of associates during the overnight shift.
To inspect the hotel’s main entrance, corridor, and public areas on a daily basis and report finding in Resort Host Log Book.
To ensure that there exists an up to date and extensive selection of booklets, guides, maps and brochures for our guests.
To attend the daily morning or afternoon Front Office briefing at beginning of your shift.
To record all guest complaints, guest comments, compliments, damage or loss of guest property, and other relevant information in the Resort Host Log Book.
To obtain selective guest history information from our in house guest and input important information into the Opear guest profile.
To handle all guest inquiries.
To be fully conversant with geographical, cultural, and historical aspects of Lang Co and Central Vietnam region, as well as be up to date on all tourist attractions, tours, beaches, shopping, and restaurants on Lang Co and Central Vietnam region
To report all guest complaints, compliments and suggestions immediately to Management.
To escort guest in the Banyan Buggy on their way to check in at their villa, pointing out spots of interest in route.
To do your utmost to ensure optimum guest comfort and satisfaction.
To use the reception as an information desk for our guests and being able to book in- house tours and restaurant reservation for guests, following the correct procedures.
To complete any additional tasks assigned by the Front Office Manager.
To greet departing guests, assisting them with flight check in and ensuring all luggage is handled in a satisfactory manner.
To always be visible and accommodating for all of our guest needs.
To man the reception desk, which is the control center for Resort Hosts, and ensuring the reception desk is always is clean and organized condition.
To have a sound working knowledge of the hotel’s daily and future functions and activities – luncheons, dinners, cocktail parties, meeting, etc.
