Guest Service Host (Female)

KEY DUTIES / RESPONSIBILITIES

• Report for duty on time in full uniform and according to the Grooming standards of the resort.
• Always be smart and well-groomed and maintain a friendly and cheerful attitude.
• Take handover from the previous shift before starting the shift and handover for the next shift before ending your shift.
• Ensure all wake-up calls are set and done. Do personal follow-up.
• Perform as telephone operators when assigned, to attend internal and external calls according to the resort’s telephone etiquette.
• Daily occupancy and vacant rooms’ inspection and standby rooms to be noted.
• Ensure arrival rooms are ready prior to guests’ arrival.
• Welcome guests on arrival and perform all tasks according to check-in procedures including registration and updating profile in the system.
• Special amenities for the day and the next day to be taken and sent to all concerned departments and follow up.
• Update arrival and departure journal after each Check-In.
• Room change notification to be sent to all concerned departments, and necessary updating is to be done immediately.
• Guiding the excursions on off duty times if required.
• File the daily reception reports and documents systematically.
• Assist guests in check-in/out process.
• Take down messages for guests over the reception and telephone and deliver the messages immediately.
• Provide courteous service to guests and respond promptly to guest’s requests and inquiries.
• Ensure that all standard reports are followed up and completed where possible, if not, ensure that it is handed over to the next shift to do so.
• Co-ordinate with other departments concerned with regards to guests requests to ensure guests satisfaction.
• Be totally familiar with room amenities, layout, rate structure, outlets (e.g. operating hours, menu, promotions, prices, etc.) facilities and services offered in the Hotel.
• Record all suggestions, complaints and compliments from guests in the logbook or log sheet and copy to F/O file.
• Handle guests’ complaints or requests and liaise with the departments concerned to ensure immediate follow-up and ensure that they are completed and to the guest’s satisfaction.
• Provide general information requested by guests accurately.
• Check the ‘Guest Birthday List’ on daily basis for preparation and dispatching of birthday cards to guests and provide birthday amenities
• Maintain a friendly rapport with guests to ensure their goodwill and repeat business.
• Bid farewell to departing guests.
• Be conversant with the Front Office computer systems.
• Be familiar with all the Emergency procedures (fire, accident, etc)
• Posting charges to guests’ account, perform as cashier and perform all tasks according to guests’ check out procedures
• Check and file guests’ record.
• Handle emergency cash paid out.
• Perform as call operator and Reservation duties where assigned.
• Do room showing for guest who requests to view one.
• Handle simple inquiries like local time and temperature, how to make calls locally or how to dial IDD calls.
• Assist in relaying guest complains to Assistant Front Office Managers for action or solve them where possible.
• Assist resort guests in making overseas calls where help is needed.
• Check the departure times and inform the guests by sending departure letters.
• Keep work area clean and tidy at all the times.
• Prepare Arrival and Departure List
• Guest Birthday information check with system and send to the concerned departments
• Send all Honeymooner and other important information to the concerned departments
• Check All the Stationary available for Arrival
• Check Guest recreation area daily bases
• Log the all-guest request to the log sheet daily bases
• Upselling the extra activities daily bases
• Full Responsible of Reservation
• Create the Reservation
• Check the mail and respond the email treat of TO and FIT daily bases
• Give the rate for tour operator and FIT
• Send PFI for Tour operator and FIT Guest
• Check the rate for FIT and other Guest
• Answer the guest of FIT guest and email
• Answer booking enquires by phone, WhatsApp and other social media platform
• Check OTA booking daily bases (rate, MP)
• Enter the booking and guest name and create sharer
• Perform Night duty when assigned:
• Enter the wake-up calls for the next day to the telephone system.
• Take arrival and departure envelopes for the day.
• Write departure information for the next day departures.
• In case of emergency inform the concerned person and give necessary support if required.
• Carry out all other duties when assigned by the Superior time to time.
• Always ensure guests’ satisfaction.
• Understands the value of constant training and pro-actively supports all training activities within Eri Maldives.