Job Summary:

The Resort Relations host or host is an outgoing person with a passion for guest service. Responsible in maintaining good relationship with guests and colleagues and performs Concierge and Reception tasks during duty hours, ensuring that service standards are adhered to. The Resort relations Host/ Hostess is both – the face of the hotel and the link between the Front and Back of the house, able to achieve guest satisfaction by showing a “Can-do” attitude and by exceeding expectations. Is also responsible for ensuring that rooms, public areas, are inspected, maintained and well presented to the highest of standards and in consistent resort standards all times.

Duties and Responsibilities:

• Meet Arrival guests at airport when requested.
• Welcome guest to the hotel and offers cold towels and welcome drinks.
• Performs a detailed orientation to the resort upon arrival.
• Is able to provide comprehensive and detailed information on all excursions and activities available and actively promotes them targeting departmental budgets and goals.
• Actively engages in promoting other areas of income such as Spa and Private Dining Options.
• Provide comprehensive guest services including information on hotel facilities, transfer arrangements, sightseeing and other locality information, restaurant, spa and airline bookings, etc.
• Is responsible for organizing ad planning all guest and associate logistical arrangements such as car and boat transfers.
• Attend the main areas of guest’s i.e. restaurants, beach and lobby.
• Is responsible for inspecting every arrival room in the absence of the immediate supervisor for front of house.
• Is responsible for inspecting the Public Areas, lobby, shower area, and toilets on a regular basis throughout the day.
• Direct and assists guests and monitors their satisfaction; records any feedback and forward it to the concerned departments.
• Receive guest complaints in a professional manner and reports the complaints to the senior.
• Check on the status of the rooms for arrival guests for the following day respective amenities are requested / place.
• Introduce him/her all arrival guest to build best possible relations and to enhance the guests loyalty.
• Give courtesy call to guest rooms and ensured their comfort and wellbeing.
• Give a courtesy call to sick guests follows up on their health condition.
• Promote the loyalty program and encourages guest to enrol.
• Performs in check-in and check-out of individual guests.
• Keep an update of reference materials, brochures and files within the section.
• Assist in organizing amenities for guests celebrating special occasions, as per policies and procedures.
• Provide effective communication between all departments by preparing Daily Duty Log.
• Provide advice on food and beverage to guests.
• Attend weekly management cocktail.
• Promote all our properties for in house guests.
• Handle guests request received by-email and make sure a response is sent out in a timely and professional manner.
• Perform any other reasonable duties as assigned to.
• Ensure that all lost and found items are handed over to management immediately and that all valuable items are handed over to the senior without delay.

Experience and Skills:

• High School or equivalent.
• Vocational Diploma or certificate.
• One year experience in the same role and property rating
• Intermediate – Miscroft office (Outlook, Word, Excel, Miscroft, PowerPoint).
Basic- Protel (preferred)