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
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
Attend all pre-shift briefings 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
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
Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard
Showing a personal interest for each of our guests and an authentic goal of being there in any moment
Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
Correctly inform guests about local activities and restaurants according to standards
Recommend and schedule restaurant reservations and/or activity bookings for the guests based on their needs and expectations
Presents options and alternatives to guests and helps in making choices
Create and send accurate itineraries and information to the guests based on their needs and expectations
Inform all departments of pre-arrival requests made by the guest through ALICE
Manage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA
Manage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
Follow-up with lost luggage from the airport
Coordinate any third-party amenities to be delivered to the guests
Schedule and provide wake-up call as per guest request according to standards
Respond to guest calls for Guest Service within 5-minutes
Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
Update guest incidents report in ALCIE
Ensure all guest preferences and allergies as well as amenities are being updated inside the Guest´s SAGA Profile
Manage the personal information of our guests via SAGA
Updates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)
Ensures all possible existing profiles are either merged or deleted daily through OPERA and SAGA
Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest
Monitor the operations through the Rooms Management function in OPERA.
Support the Front Office-Concierge when necessary
Carefully read the handover to verify pending tasks from previous day and/or shift and to follow up accordingly
Offer alternatives with the guest’s best intention in mind and in line with the One&Only Brand
Know how to use ALICE systems, GMH Reviewpro, OPERA, Sevenroom/OpenTable and SAGA perfectly to ensure a smooth operation and effective communication
Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
Have a complete knowledge on all food and beverage products available for room delivery
Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
Communicate professionally with our guests via email and ReviewPro Guest Messaging Hub (GMH)
Follow-up all GMH Messages in a timely manner and record all requests made through GMH into ALICE
Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers
Handle the perpetual telephone operation for the department using the telephone etiquette established by the resort
Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
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
Use the communications tools as per the standard of communication established by the Resort
Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
Adheres to all current and any additional organizational policies and standards
Adhere to the tasks delegated by Supervisor / Manager
Quality
Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest’s request and inform any urgent information and last-minute announcements
Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
Report any guest’s issue to the appropriate department or colleagues through ALICE or phone to provide a prompt and satisfactory response
Contact the guest’s prior arrival sharing all important information relevant to the guest stay
Ensure special requests are met prior guest arrival
Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
Support the coordination of guests’ services such as spa appointments, dining reservations or activities bookings, among others
Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal)
Provides the Hosts and/or Runners with information regarding guest’s arrival and organizes the distribution of amenities
Follow up on guests’ requirements based on Opera/PMS and ALICE information and ensures that runners deliver the proper items in a timely manner
Improve guest satisfaction
Attending calls within 3 rings with proper greetings
Observing proper and professional email and telephone etiquette
Consistently improve or quality of service
Effective in complaint handling and problem resolution
Skills, Experience, & Educational Requirements
Education: High School completed – University Degree optional
Minimum Experience: 2 years in same or similar position
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