- Coordinate and fulfill guest preferences, special requests, and needs as outlined in guest profiles, especially for VIPs and expected arrivals/departures.
- Make courtesy calls prior to guest departure to anticipate needs and assist with departure arrangements.
- Maintain complete knowledge of hotel facilities, services, room types, rates, promotions, and guest profiles.
- Handle guest requests promptly and courteously, ensuring proper follow-up with relevant departments.
- Communicate effectively with other departments to enhance the guest experience and support seamless service delivery.
- Conduct pre-arrival communication for group bookings or travel agent-related guests to ensure smooth check-in and warm welcome.
- Address guest complaints using hotel’s service recovery procedures to ensure satisfaction.
- Assist guests with directions, lost luggage coordination, and ensure all guest-related documentation is accurate and professional.
Requirements
- Minimum 1 year of experience in a similar role at a luxury or 5-star resort, with strong knowledge of guest service standards and hospitality operations.
- Excellent communication and interpersonal skills in English; additional language abilities are an advantage.
- Demonstrated leadership skills with the ability to guide, train, and motivate team members effectively.
- Proficient in using OPERA and familiar with other hotel-related software and Microsoft Office.
- Strong multitasking, problem-solving, and time management abilities, with a focus on delivering high-quality service under pressure.
- Holds relevant diploma or degree in Hospitality or Hotel Management, with supporting licenses or certifications related to front office or guest service.