Host – Front Office (18601) needed at One&Only Resorts

Key Duties and Responsibilities

Development

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests’ whereabouts
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Conduct and participate in team meetings and induction of new employees
• Conduct a pre-shift briefing under the supervision of a departmental leader
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
• Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

Product

• Act as One&Only brand Ambassador always
• Adhere of company ethics & antibribery policies 
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Respond to guest calls for Guest Service within 5-minutes
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Ensure the appropriate communication and guest understanding of the QR codes among the Resort
• Ensure housekeeping services are performed within timeframes requested by guests
• Ensure to make himself/herself visible to the assigned guests to facilitate connection with the guest
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Presents options and alternatives to guests and helps in making choices
• Inform the guest about any in house events [closed areas, fireworks, etc.] that might disturb the guest stay
• Uses suggestive selling techniques to sell rooms and to promote other services of the resort
• Knows the location and types of available rooms as well as the activities and services of the property
• Deliver guest’s folios and confirmation letters to guestrooms
• Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.)
• Complete the Daily Log in ALICE Platform
• Utilize the SAGA System to provide detailed guest profiling for future reference and service
• Monitor different type of communication processes and provide structured, consistent, support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals
• Confirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
• Capably operates Internet access and multimedia systems and assist guests with their devices’ connections
• Fully Trained in First Aid and Safety Protocols
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Responsible for the disinfection, cleanliness, and proper function of the assigned golf cart(s)
• Ensure that disinfection as per standards has been performed, noting it with the appropriate signage
• Inspect and sanitize all equipment that our guest may need to ease their stay
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
• Plan snacks and fruits based on guest preferences; diligently register details in SAGA
• Prepare coffee station accordingly to guest preferences (based on individual property)
• Prepare coffee at the perfect pantry as guest would require it
• Enquire guests about preferred timeframes for the housekeeping services upon arrival and/or throughout their stay to ensure minimum physical contact
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Ensure the Coordination of the housekeeping daily cleaning and turndown services
• Coordinate the turndown service operations in collaboration with the PM Supervisors
• Use the radios as per the standard of communication established by the Resort
• Report Lost and Found property according to Policy & Procedure
• Coordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Maintain standardized use of radio and mobile as per stablished by the Resort
• Drive and support revenue generation

Quality

• Improve guest satisfaction
• Improve efficiency and timeliness of service
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
• Protects our guests’ interest to ensure customer satisfaction
• Monitor guest whereabouts and agenda while at the Resort to ensure an appropriate and timely response to any last-minute request
• Sole point of contact for the assigned guests or any guest, and ambassador for the brand
• Ensure special requests are met prior guest arrival
• Perform guest in-room check in process including room orientation
• Introduce and accommodate guest luggage as per standard
• Offer, and perform if agreed, personalized services such as packing and unpacking, guests’ belongings tidy up, clothes pressing, laundry management, shoe-shining, among others
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Coordinate and ensure guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Create extra special moments for guest at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others

• Ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard
• Ensure that in-room amenities are displayed as per standards
• Inspect arriving guestrooms after housekeeping cleaning
• Inspect guestroom(s) after housekeeping daily and evening service is completed

Skills, Experience & Educational Requirements

• Education: High School completed; University Degree is a plus
• Minimum experience: 2 years
• Languages: Bilingual
• Language: English (100% proficient)
• Language:
• Computer savvy
• Proficiency in MS Office and Micros Opera PMS is required
• ALICE & SAGA Platform previous experience is desirable
• Exceptional communication and interpersonal skills
• Folios and billing knowledge are desirable
• Knowledge in luxury products, service, and brands
• Guest drive, team player, flawless communicator, passionate, well organized, details oriented