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
Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)
Attends monthly departmental meetings and departmental trainings
Reflects the effective interdepartmental communication across the resort; acts with integrity and leads by example
Constantly looking for more ideas and ensure creativity to the guest experiences (amenities, special celebration, and guest’s important moments)
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
Operations
Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
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
Perform an exhaustive search of each upcoming guest
Keep record of guests’ profiles, including any guest information, preferences, and allergies in SAGA daily
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 merge daily through OPERA and SAGA
Elaborates VIP Guests Report and distribute it via e-mail to Leaders daily
Capture all amenities in ALICE or SAGA
Answer every email within our 24 hours standard time, prioritizing urgent emails and/or calls
Support and engage with guests during all special events and Holiday Programs
Maintains privacy of our guests and staff members
Comply with the functions related or non-related to the position based on the operations needs and instructions from management
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
Know how to use ALICE systems, GMH, OPERA, Open Table/Sevenrooms, 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
Provide support to Host and Front Office Team when needed
Support the arrival/departure experience as needed
Support the Reception when necessary
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
Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
Skills, Experience, & Educational Requirements
Education: High School completed – University Degree optional
Language(s)
Language: English (90%)
Language:
Education Level: Bachelor in Hotel Management or Technical or General Administration
Experience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk
Excellent verbal and written communication
Knowledge of Opera PMS
ALICE platform knowledge is desired, but not required
General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)
Abid multitasker and capable of working under pressure
Outstanding communication and interpersonal skills
Excellent organizational skills
Leadership skills with a problem-solving ability
Reliable and result driven
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