General Responsibilities:
➢ Demonstrates pride in the workplace with a high level of commitment towards achieving
organizational objectives
➢ Consistently treats all Guests and colleagues in a polite, helpful and courteous manner
➢ Have in-depth knowledge of our product and competitors
➢ Communicate well to ensure effective shift handover
➢ Actively participate in organized meetings
➢ Interact with department and resort staff in a professional and positive manner to foster good
rapport, promote team spirit and ensure effective two-way communication
Specific Responsibilities:
➢ Provide luxury guest service experiences for clients throughout their stay
➢ Ensure guests receive an exceptional arrival experience as per the resort’s brand standards
➢ Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
➢ Coordinate luggage collection and storage
➢ Oversee check-in and check-out procedures, including reservations and financial transactions
➢ Promptly address guests’ requests, like minibar consumption, in-room dining, etc.
➢ Actively listen to and resolve guest complaints
➢ Ensure special guests, like differently-abled people, elderly, children, and VIPs, receive
personalized service
➢ Inform guests about resort facilities including dining options, activities, spa, boutique, etc.
➢ Liaise with Housekeeping and F&B staff to provide an overall comfortable guest experience
➢ To ensure maximum guest satisfaction through personal recognition and prompt cordial
attention from arrival to departure
➢ To ensure members consistently receive all benefits, repeat guests and other VIP’s receive
special recognition and service
➢ Review arrival lists to welcome guests, greet all guests personally
➢ Liaise with other departments and necessary outside contracts to ensure excellent service
delivery
➢ Oversee maintenance of efficient repeat guest history system
➢ Attending to special requests by guests
➢ Handle guest complaints and refer them as necessary, follows up on corrective action
➢ Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special
requests
➢ Provide information about amenities, area, and venues and promote services
➢ Anticipate guest needs and build rapport with guests
➢ Responsible for achieving a score of 90% in RENARD audit for Front Office operations and take
necessary action for the shortcomings for standard compliance
➢ Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages), etc.
