JOB SUMMARY

To serve the needs of the business, our guests and our colleagues by ensuring that all guests are enjoying a positive and memorable experience.

• To be an ambassador of the Front Office and the hotel, in and outside the workplace.
• To provide a personal service to all the guests, fully aware and following the hotel standards and procedure.
• To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
• To provide welcome towels & welcome drinks to all arrival guests.
• To personally greet and escort the guests rather than pointing out directions.
• To recognize the guests as much as possible & greet them by name.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.
• To call a manager for advice in serious cases or if an approval is required.
• Greets guests upon arrival and bids farewell upon departure.
• Ensures that, whenever possible, guests receive bespoke recognition.
• Maintains an active presence in the hotel lobby and at the main door to greet and assist incoming guests.
• Actively obtains feedback from guests to improve services and facilities.
• Promotes inter-hotel sales and in-house facilities and aware of banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information.
• Maintains a neat, tidy and professional appearance at all times.
• Escorts VIP guests to their allocated rooms.
• Performs other duties as assigned by Guest Services Supervisor and Guest Services Manager.
• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with all colleagues.
• To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To comply with local legislation as required.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.
• Complete brand required training on Starwood Development Center and to attend trainings and meeting as and when required.
• Actively elicit guest feedback and preferences, regarding resort services and ensures action is initiated on the same to maximize guest satisfaction.
• Always try to anticipate and exceed the needs of guests & associates.
• To provide a top-quality experience to all our guests.