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Job Summary: As the first and last person a guest meets, you serve a crucial role in the success of the resort’s functioning. You are tasked with responding to emails in an efficient, professional and friendly manner. Greet each guest upon arrival, check them in, deal with their queries throughout their stay, check them out of the resort and assist the guest(s) in any way you can. You must be an excellent team player who can work well without supervision as well as deliver the highest level of customer service.
Duties, Tasks & Responsibilities:
Carry out all your duties in a professional and prompt manner, reporting to your supervisor/manager daily
Complete all items listed on the relevant shift ‘Front Office Checklist’
Service & Quality:
Deliver 4 to 5-star resort service with a friendly and personable quality not only to our guests, but also your fellow co workers and Management
Attend daily briefings and monthly meetings as requested by your supervisor / Manager
Read the staff notice board regularly to ensure you are up to date on all information issued by the resort
Report all maintenance issue (s) via the resort maintenance reporting system promptly.
Stock Control Processes & Keys:
Assist with month end inventory on the last day of each month regardless of days off or public holidays. You will ensure all stock and equipment levels are always maintained.
Maintain security and ensure that the movement of stock is accounted for at all times.
Any keys you require for work must be signed for at Front Desk
Complete and issue the Daily Rooming List
Take a pre-authorization from the credit card for any guest who checks into the resort or establish how the guest will pay.
Collect cash payments, record and store in the appropriate place as advised by the Accounts Department
Issue and print out the Schedule of Events on a Saturday evening to send out to the guest rooms
Requisition linen or stationery when needed at Front Office in the absence of the Front Office Manager
Throughout your shift you will consistently answer email@example.com email queries as quickly, professionally and thoroughly as possible
Attend morning briefings in the HR office at 9:30am when you work on the 9am shift
Keep your work area tidy at all times
Respect Managers, supervisors, and fellow team members.
Answer guests’ inquiries about resort and resort services either via email or phone
Receive, file and promptly relay to resort guests their messages
Greet, assist in registration and accompany guests to their rooms. To ensure that supporting documents are sorted upon arrival of guests and keys are ready
Manage the hotel switchboard by answering and connecting internal and external calls
Organize and book excursions for guests and issue booking cards
Contact maintenance and place on the maintenance list in RoomMaster any guest problems
Update the housekeeping report accordingly and check with the Housekeeping Manager for any queries
Liaise with Bellhops for any additional bed, brochures, welcome/ departure letters / drinks, towels, coffee etc. which needs to be placed in the rooms
Double check the flight information for guests and organize transfers where appropriate
Double check guests invoices for departing guests. Collect the guest’s payment & key before departure
Record all incidents during your shift, action taken and follow up if necessary
Verify that petty cash is balanced at the beginning and towards the end of your shift
Keep the notice board in reception tidy, showing all resort tours/ activities/excursions
Give guests confirmation cards for tours/activities/excursions booked
Bill all tours and transfers appropriately to guest folios
Check on the gift shop several times throughout your shift, ensuring that it is always tidy, all clothing items are folded, and shelves are always tidy.
Oversee the gift shop when necessary, collect payment for items or charge to guest rooms and issue receipts. All items purchased from the gift shop must be recorded
Take proper care of equipment under your responsibility.
Hurricanes/ tropical storms occur occasionally, and you will be expected to carry out duties outside of your normal duties to ensure the safety of your co-workers and guests at these times.
Comply with the resort’s standards.
Personal Skills and Qualities:
Serve as a positive role model to all resort staff.
Be multitasker and quick thinker.
Pay attention to detail, quality and presentation.
Very pro-active, an innovative problem solver and a team player.
Be able to deal with issues and problems in a calm and methodical manner.
Possess excellent communications skills, both verbal and written.
Apply here: https://app.candidtracker.com/vacancies-details/NzI=