Provides guest recognition at all times by interaction with guest on a continual a complete basis, ensures guest comfort and satisfaction.
Never says “no “to a guest and going out of your way to satisfy a guest request even if the item or service is
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 Opera guest history as a tool to become fully conversant with returning guests likes and dislike, previous
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.
experiences, preferred activities, children’s names, F&B preferences. Etc.
Has a sound working knowledge of the hotel’s daily and future functions and activities – luncheons, dinners,
To be fully conversant with all equipment and facilities in the department.
Attends the daily Front Office briefings at beginning of your shift and the department monthly meeting.
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.
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.
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.
Updates and practices with current information on emergency procedures relating to fire, theft, accident, medical emergency and other threats to hotel and guest security.
To constantly be in contact with in house guests during their stay in any opportunities to check the guest satisfaction.
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.
Handles all guest inquiries.
Confirms flight booking and reservations for in house guests.
Coordinates with concerns dept. to handle the guest requests, ensures every standard of services is met.
Answers the telephone promptly and clearly in a friendly and courteous manner
Provides assistance to guests in all hotel emergency evacuation and medical procedures.
When necessary, to investigate all guest and associate accidents and report the circumstances to Management.
Serves the welcome drink, welcome towel and tea for arriving guest as well as presenting bracelet with the message from CSR activities;
Ensures the Front Office Operation in night time is under controlling.
Ensure all VAT checks is printed out after the guest folio is closed.
Be able to drive the buggy in transferring the guest.
Reports any potential health or safety hazards promptly to the Front Office Manager.
Completes any additional tasks assigned by the managers
Sells and upsells hotel facilities.
Maintains good working relationship with all departments.
Ensures that there exists an up to date and extensive selection of booklets, guides, maps and brochures for our guests.
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.
