GENERAL INFORMATION

Country/Region
Mexico
Province/City
Riviera Maya
Location
Rosewood Mayakoba
Department
Rooms - Front Office
Job Type
Full-time Permanent

ABOUT US

Since its grand opening in 2008, Rosewood Mayakoba beckons guests in search of the ultimate escape. Inspired by Mayan traditions, this 620-acre resort enclave sits along a mile‐long arc of white Caribbean sand, nestled just north of the picturesque waterfront town of Playa del Carmen. Designed to blend harmony with natural landscapes, Rosewood Mayakoba is an oasis of luxury offering 129 suites with private plunge pools, garden showers, individual docks and the finest modern design and details. For further peace of mind, the resort is built to abide by the highest of eco-standards, offering indulgence with awareness, and has received the Rainforest Alliance Certification. Rosewood Mayakoba takes guests on an exclusive trip of a cultural immersion. From the ruins of Mayan civilization to the lush natural landscape, Riviera Maya is the perfect destination for art lovers and culture buffs. For fashionistas, shopping in Playa del Carmen and Cancun promises a luxurious and fun experience. Scattered along gilded avenues are the authentic markets that showcase an impressive mix of only the best Mexican handicrafts and silverware

PURPOSE

The Front Desk Associates will consistently meet and exceed guest expectations by delivering efficient and courteous service, adhering to Forbes and LQA standards. The Front Desk Receptionist will handle the check-in and check-out processes and address general inquiries about hotel hours, services, and facilities throughout the guest’s stay

MAIN DUTIES

To conduct all the operation in the Opera system and assist guest with all of their requests before, during and after their stay showing always a positive and professional attitude and following all the time the Rosewood Mayakoba standards.

FINANCIAL TASKS AND RESPONSABILITIES

1. Appropriated handling of the company’s values, following precise accounting policies and procedures, also protect the confidentiality of the information that belongs to the company.
2. Responsible handling of the cash (monetary fund given by accounting), considering strictly all the Finance’s policies and procedures.

OPERATIONAL TASKS AND RESPONSABILITIES

1. Keep all the time the standards established at the Resort Host department, always showing team work.
2. Ensure that all the standards are kept at the highest level day by day.
3. Have the correct knowledge about the equipment’s use and maintenance.
4. Use in every shift the Check List, ensuring all the tasks are completed.
5. Anticipate all guest’s needs, recognize them at all times of the day applying the Rosewood responsibilities.
6. Be aware of the Daily Rosewood and share the information with the rest of the team.
7. Keep a positive contact, even if this is physical or by telephone.
8. Answer every phone call before the 3rd ring and use the telephone language standards.
9. Communicate all guest complains to the supervisor or manager on duty, report it to all departments through the appropriate channels and follow up the complaint until the guest satisfaction has been accomplished.
10. Keep the work area clean and organized.
11. Be aware of the arrival status of the rooms and coordinate the operation.
12. Have complete knowledge of the suite types, location, facilities, rates, promotions, packages and services.
13. Be aware of the occupancy, number of arrivals, departures, availability, Notable Guest and groups in house.
14. Be aware of the emergency procedures (fire, hurricanes, etc).
15. Meet the supervisor on duty for a briefing, to review the objectives and priorities of the day, and what is pending before the beginning of the shift.
16. Have the user ids and passwords required to access to all the hotel computer systems (the access will be provided according to the training progress).
17. Stock the work stations before the beginning and end of the shift, check if a requisition is required.
18. Review arrivals and departures of the day. Be aware of the guest requests and special information coming from the reservation.
19. Assist the guest during the check in process, following the welcome standards, and ensure all the guest information required is inserted in Opera and written in the registration card.
20. Advise the PBX and/or butlers departments about every check in and checkout happening at the front desk. In case of check in, ensure there is a boat or a golf cart ready to transport the guests to their suite.
21. Be aware of the procedure for walk-ins and upselling.
22. Ensure we obtain all the information required and that the guest signs the registration card at the check in.
23. Check if there is any messages, faxes or any kind of information that has to be deliver to the guest upon arrival.
24. Ensure guests obtain the complete information about their packages or promotions upon arrival (if applies).
25. Walk our guest if they need bell man assistance or any other kind of transportation.
26. Update the guest profiles making sure we don’t affect the information already obtained.
27. Communicate all arrivals to a Rosewood executive and or Host.
28. Follow the accounting policies and procedures.
29. Check frequently the e-mail during the shift. Follow up the e -mail and tasks pending before the end of the shift if possible.
30. Do the Bucket Check and advise the supervisor or manager on duty about any discrepancy.
31. Insert in HOTSOS any wakeup call requested by a guest and advise PBX about them.
32. Distribute any guest request to the corresponding department via email, HOTSOS and/or telephone.
33. Document new reservations and cancelations, inform all departments involved: housekeeping, reservations, butlers, suite service, bellman, systems and maintenance.
34. Pre-register guests if required in case of groups arrivals.
35. Prepare the guest’s departure a day before. Ensure the guest’s folios are correct.
36. Solve any late charge.
37. Show the guest their folio and assist them answering their questions in case they are not clear about their statement.
38. Close the guest’s accounts properly, advise the corresponding departments.
39. Follow proper late check-out procedure.
40. Assist all departments when requesting information, without giving away confidential information.
41. To be able to anticipate any guest request, exceed their expectations and share information with the rest of our internal guests.
42. Updated and correct knowledge on the hotel’s services, schedules and specifications.
43. Complete knowledge on the different resort’s outlets, including price range, dress code and ambience.
44. Knowledge on in house group’s agenda, daily activities at the resort, ballroom’s events, attractions or special local festivities of the season.
45. Follow up to every guest‘s request in an efficient and courteous manner, assuring they are accomplished exceeding their expectations. Assign task to another department’s member when necessary and assure complete guest’s satisfaction.
46. Channel guest request’s with authorized vendors, such as:
    a. Baby Food.
    b. Hand Crafts.
    c. Car Rental.
    d. Airlines: reservations, changes and cancellations.
    e. All types of transportation.
    f. Tequila Collection.
    g. Babysitters.
    h. Photographers.
    i. Taxi.
    j. I-Phones.
    k. Mobile phone rental.
    l. Pet Care.
    m. Notary.
    n. Dentists.
    o. Financial Services-Banks.
    p. Religious Services.
    q. Translators.
    r. Tailors.
    s. Golf.
    t. Exotic Food.
    u. Embassies.
    v. Polo.
    w. Milk Suppliers.
    x. Oxygen.
    y. Night Dive.
    z. Tours- Private Services.
    aa. Planes, Helicopters and Yacht Rental.
    bb. Flower Shops.
    cc. Shoe Repair.
    dd. Hotel Reservations.
    ee. Night Clubs.
    ff. Swim with dolphins.
    gg. Swim with the Whale Sharks.
    hh. Video.
    ii. Organize amenity deliveries.
    jj. Packaged and enveloped mail.
    kk. Personalized Activities Itinerary.
47. Maintain positive relationships with our guests at any moment.
48. Make sure all Guest preference forms are resolved according to the standard.
49. Do all additional tasks that are not listed in this job description and that are requested by supervisor or manager related with the front desk department as long as they are in line with the company’s values and core principles.