Job Profile requirement

Gender : Female

Nationality : Eligible for a working permit in country of hire

Education : Hotel apprenticeship, higher college education

Experience : Minimum of 1 year experience in Supervisor level position in Guest relation/ resort host, preferably in an international 5 stars resorts.

Language : Must fluent in English and preferably with multi language such as

French or German.

Competencies

Candidate must have below requirement :

Supervisory skills Luxury hotel experiences Good communication skills Know of hotel operations and Computer system General knowledge of tourist and business related information Knowledge of hotel products and services Knowledge of VIP welcoming protocol

Technical competencies

Proficiency in Microsoft office ( Word, Excel, and Powerpoint) Advance knowledge in Opera

Individual Characteristic

People oriented Motivated Pro-active Organized Straightforward Responsible Patient Self contained Customer service oriented Cross cultural sensitive Team work/ Cooperation minded Quality oriented Courteous Friendly and caring Nature sense of luxury

Leadership

Be actively involved in building teamwork and enhancing the team’s commitment to their work and the hotel Understand the hotel’s vision and brand personality and ensure it is integrated in your daily work practices. Actively and successfully train Host Guest relation officer to work according to hotel’s standards Recognize outstanding individual performance in your team and deal with substandard performance fairly, immediately and constructively Ensure all Host GRO under your supervision are scheduled in accordance with business needs.

General Responsibility Communication of hotel company philosophy and internal hotel representation. Have an in-depth knowledge of the resort and the geographical layout of the area surroundings. Knowledgeable about all VIPs in-house, hotel functions and special events. Collect as much feedback information on VIPs as possible (on daily basis) by checking on Hysat/Medallia. And updated in guest profile in OPERA. All the VIP guest based on code below are must welcome, escorted to their room and farewell upon departure. VIP Guest : V1, V2,V6, DS,EX,GB, LB Guest who originally booked : TERR, LOFT,Vila Monitoring all the task of Host GRO, and ensure all are doing according to task list. Obtain as much information about a guest’s stay to be entered in the guest history. Welcome visitors to the hotel, assist with general information, internal promotions and directions. Maintain a record of all complaints and requests, follow up and inform concerned operating departments. Perform special projects and related duties as assigned. Check the top VIP rooms to ensure room are ready and in excellent condition prior on arriving. Pre – arrival email and departure farewell email to be sent to all vip guests. The first contact point for all VIP guest on the list for any arrangement requested and distribute to other department for follow up. Actively selling the hotel service, such as Leisure concierge activity, Spa, and room upselling. Walk throughout the hotel recognizing guests and engage with them appropriately. Attend participate in daily briefings as scheduled. Provide information to all guests regarding the services and possible internal promotions of the hotel. Participate in training programmes. Communicate in a friendly, tactful and professional manner with guest, suppliers as well as colleagues Be informed and keep your FOM informed of all matters that may affect your work, the hotel’s service or reputation Always present a clean and tidy appearance in accordance with the hotel’s grooming standards Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues Care about your work environment and make sure it is tidy and well maintained Be reliable and ensure you are at work on time Know your role in case of emergency such as bomb threat, flood, fire etc Understand the Employee Handbook and comply with the standards it outlines Carry out all professionally reasonable instructions given by your supervisor. Flexible with shift roster and able to work in weekend.

Technical Expertise Maintains current information regarding reservation systems, lost and found, guest complains and all policies and procedures for the efficient operation of the Front Office. Handles guest complains to the satisfaction off all parties. Notifies the Front Office Manager, Assistant front office manager, or resident manager if assistance is required. Registers and assign room to arriving guests with and without reservations ensuring that registration cards are correctly completed giving required information. Pre-register arriving guests when conceivable. Handle CIP, VIP and VVIP guest in accordance with the Standard Operating Procedure. Ensures room keys are checked and secured. Assign on daily basis a show rooms for site inspections. Co-ordinate the preparation of the welcome gesture and ensure that timing and distributing are managed appropriately. Ensure that all equipment is properly maintained and in good working order at all time Prepare weekly staff ensuring that sufficient staff are available to handle expected busy periods and minimizing payment Coordinates with the duty manager all public function and notice boards display current information about hotel services and activities

Job Profile requirement

Gender : Female

Nationality : Eligible for a working permit in country of hire

Education : Hotel apprenticeship, higher college education

Experience : Minimum of 1 year experience in Supervisor level position in Guest relation/ resort host, preferably in an international 5 stars resorts.

Language : Must fluent in English and preferably with multi language such as

French or German.

Competencies

Candidate must have below requirement :

Supervisory skills Luxury hotel experiences Good communication skills Know of hotel operations and Computer system General knowledge of tourist and business related information Knowledge of hotel products and services Knowledge of VIP welcoming protocol

Technical competencies

Proficiency in Microsoft office ( Word, Excel, and Powerpoint) Advance knowledge in Opera

Individual Characteristic

People oriented Motivated Pro-active Organized Straightforward Responsible Patient Self contained Customer service oriented Cross cultural sensitive Team work/ Cooperation minded Quality oriented Courteous Friendly and caring Nature sense of luxury

Leadership

Be actively involved in building teamwork and enhancing the team’s commitment to their work and the hotel Understand the hotel’s vision and brand personality and ensure it is integrated in your daily work practices. Actively and successfully train Host Guest relation officer to work according to hotel’s standards Recognize outstanding individual performance in your team and deal with substandard performance fairly, immediately and constructively Ensure all Host GRO under your supervision are scheduled in accordance with business needs.

General Responsibility Communication of hotel company philosophy and internal hotel representation. Have an in-depth knowledge of the resort and the geographical layout of the area surroundings. Knowledgeable about all VIPs in-house, hotel functions and special events. Collect as much feedback information on VIPs as possible (on daily basis) by checking on Hysat/Medallia. And updated in guest profile in OPERA. All the VIP guest based on code below are must welcome, escorted to their room and farewell upon departure. VIP Guest : V1, V2,V6, DS,EX,GB, LB Guest who originally booked : TERR, LOFT,Vila Monitoring all the task of Host GRO, and ensure all are doing according to task list. Obtain as much information about a guest’s stay to be entered in the guest history. Welcome visitors to the hotel, assist with general information, internal promotions and directions. Maintain a record of all complaints and requests, follow up and inform concerned operating departments. Perform special projects and related duties as assigned. Check the top VIP rooms to ensure room are ready and in excellent condition prior on arriving. Pre – arrival email and departure farewell email to be sent to all vip guests. The first contact point for all VIP guest on the list for any arrangement requested and distribute to other department for follow up. Actively selling the hotel service, such as Leisure concierge activity, Spa, and room upselling. Walk throughout the hotel recognizing guests and engage with them appropriately. Attend participate in daily briefings as scheduled. Provide information to all guests regarding the services and possible internal promotions of the hotel. Participate in training programmes. Communicate in a friendly, tactful and professional manner with guest, suppliers as well as colleagues Be informed and keep your FOM informed of all matters that may affect your work, the hotel’s service or reputation Always present a clean and tidy appearance in accordance with the hotel’s grooming standards Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues Care about your work environment and make sure it is tidy and well maintained Be reliable and ensure you are at work on time Know your role in case of emergency such as bomb threat, flood, fire etc Understand the Employee Handbook and comply with the standards it outlines Carry out all professionally reasonable instructions given by your supervisor. Flexible with shift roster and able to work in weekend.

Technical Expertise Maintains current information regarding reservation systems, lost and found, guest complains and all policies and procedures for the efficient operation of the Front Office. Handles guest complains to the satisfaction off all parties. Notifies the Front Office Manager, Assistant front office manager, or resident manager if assistance is required. Registers and assign room to arriving guests with and without reservations ensuring that registration cards are correctly completed giving required information. Pre-register arriving guests when conceivable. Handle CIP, VIP and VVIP guest in accordance with the Standard Operating Procedure. Ensures room keys are checked and secured. Assign on daily basis a show rooms for site inspections. Co-ordinate the preparation of the welcome gesture and ensure that timing and distributing are managed appropriately. Ensure that all equipment is properly maintained and in good working order at all time Prepare weekly staff ensuring that sufficient staff are available to handle expected busy periods and minimizing payment Coordinates with the duty manager all public function and notice boards display current information about hotel services and activities