Service Associate - Host

Under the direct supervision of the Service Leader - Host and Service Manager - Host, the Service Associate – Host makes sure that all guests feel welcomed, cared for, and valued. To create a warm and welcoming environment for guests from the moment they enter the hotel until their departure.

-  Performs arrival and departure of guests and maintain a constant presence at the front desk or lobby and is available to handle all customer questions and concerns.

- Informs guests about hotel amenities and takes care of guests with special needs.

- Promotes resort facilities and makes itineraries for the guests.

- Reviews the guest folios prior to delivery to the room/suite for guest’s review a day prior to their departure to ease queries arising hereto.

- Ensures all amenities are set in the room/suite prior to guest arrival.

- Updates guests’ profile with guest’s issues and preferences for future reference.

-  Acts as the resort spoke person and ensures that guest satisfaction is in line and beyond his expectations during the stay.

-  Should be visible at the outlets and establishing rapport with their guests.

-  Ensures in having up-to-date information about the functions and activities in the Resort so as to be able to provide accurate information to guests.

- Takes down reservations’ details for the outlets and recreations when needed, and immediately coordinates with appropriate departments.

- Upselling of suites and Promotions of Resort Activities (bookings, checking alternatives if program is not available, reconfirming of bookings.

- Updates the team for special requirement, preferences and behavior of a guests that may be detrimental in exceeding their expectations.

- Meets all guests on arrival & departure and ensuring a personalized and individual recognition is extended.

- Should be able to make sound judgements when confronted with a guest complaint or issues.

- Prepares Welcome Letters/Cards, Package Letters and Departure Letters.

- Performs other duties as may be required by management from time to time.