The Guest Service Associate is responsible for looking after guests, including organising their in house reservations, arrival, in house stay, requests and departure.
The Guest Service Associate is responsible to provide fast, efficient and courteous service at all times to guests. He/She makes sure that the daily duties of the Reception are carried out and deals with all guest queries by providing accurate information and proper follow up.
He/She is fully responsible for the Reception cash float and performs currency exchange and payment of invoices.
The Guest Service Agent is responsible for the efficient handling of all telephone communications in a friendly and professional manner.
DUTIES AND RESPONSIBILITIES:
Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At Management discretion, direction may be given for tasks outside the scope of work described.
At all times offer graceful, personalized and caring service towards all guests as you are an ambassador of the Constance Moofushi Resort Maldives service philosophy
To embody in all your interactions with guests, passion and enthusiasm for service, focusing all attention on the guests
At all times exhibit good posture and an elegant demeanor, andspeak in a polite and attentive manner
Always address the guests with their name, keeping eye contact and smiling
At all times take ownership of guests request and do not refer guests elsewhere
At all times adhere to the grooming and etiquette standards of the resort
Always display punctuality and good attendance as an act of responsibility towards the guest service and towards your colleagues
Always be courteous, considerate, supportive and respectful towards other team members of FO and rest of the resort. Treat others as you would like to be treated.
Ensure to keep yourself updated with the role of FO in Fire, Tsunami and First Aidstandards , through trainings
Attend all the trainings that you are assigned to within your department or on a resort level
Work Duties Guest Relation:
Be knowledgeable of all department and general SOP’s relevant for your job tasks
Be knowledgeable about daily MAT operation
Attend the daily briefing and keep yourself informed about all arrivals of the day
Check and ensure that all traces and guest requests for future arrivals have been pre arranged by coordinating with other departments and place the same information in traces
Ensure that all arrival guests whose contacts details are known (repeaters, direct bookings) are contacted 1 week prior to arrival in order to anticipate the resort experience and offer pre-arrival assistance if needed
Handle seaplane arrivals and departures as per training given
Ensure that all arrival guests receive a welcome as per resort standards
Ensure that all departure guests receive a farewell as per resort standard
Ensure that all back to back arrival and departure guests and room moves are handled as per resort standards
Always be aware of guests arriving, in house and departing who pertain to your language specialty and assist them whenever this is necessary
Ensure all the guests that you have checked in, pertain to your language specialty or assigned to you by GSS or FO & GRM are contacted with courtesy calls as per resort standards
Establish and maintain relationship with guests during their stay through eventual site inspections, courtesy calls, assistance during the stay and visits in outlets
As a person in close relationship with the guests during their stay, actively collect guest preferences and pass them on to the Reservations and Profile Coordinator
To handle and follow up promptly guest issues or requests as per resort standard
Keep Guest Relation Desk in Reception Area manned at all times
Promote and execute the booking of restaurants, private functions and excursions
Ensure that all daily guest information documents are completed in timely manner (daily newsletter, various confirmation letters, etc)
Coordinate the printing of designated guest documents
Coordinate with Porters the transfer of the guests and their luggage whilst in resort
Provide support and assistance to Reception, Telephone Operators and Porters when required.
Escort guests for excursions if and when required by GSS or FO & GRM
Assist Sales and Marketing Coordinator with site inspections/ hosting’s when required.
Use communication tools in place to follow up on all guest arrangements or requests
Maintain the order and cleanliness of the Guest Relations/Reception and Reception Lounge areas.
Work Duties Reception:
To be able to assist FO Team members when necessary and if required by GSS or FO & GRM
To organise reception counters at beginning of each shift with necessary supporting documents and resort information
To be familiar with all Constance Moofushi Resort Maldives FO procedures and standards, and act accordingly
To be familiar with all OPERA functions necessary for daily FO tasks
To be able to use correctly all cashier functions (as per cashier training list signed off)
To be able to maintain the sufficient cash float in a proper manner
To be familiar with all resort rates
To be able to take reservation requests in case of absence of Reservation Coordinator
To be familiar with all room types, VIP levels and amenities
To be able to understand MAT list and basics of MAT operation as necessary for daily Reception tasks
To be able to read and understand reservation summary, complimentary forms and vouchers
To have basic knowledge of airlines and ticket handling procedures
To be able to follow up on guest lost luggage situations
To be able to organise all resort arrivals and departures according to the established procedures
To maintain Reception area and back office cleanliness at all times
To be able to handle room moves, back to back arrival rooms and check outs without delay and according to the established procedures
To be able to prepare back to back and room move list
To follow up of daily traces
To strictly follow billing instructions mentioned in reservation summary, COMP forms or check out alerts
To be able to use key system
To be familiar with “safety box open in guest room” procedure
To be able to drive the resort buggies as per standard
To continually keep calendar updated in order to be able to follow up on guest requests and organize desk operation
Ensure that guest bills are delivered to them accurately and the evening before departure
Ensure that guest messages, faxes and parcels are delivered through the Porters or through Reception Host if necessary
Work duties Communication:
Handle all incoming and outgoing resort and guest fax messages and keep them logged in fax log book as per resort standard
Handle all incoming guest messages and keep a copy in message log book , as per resort standard
Ensure that all requests for wake-up calls are indeed fulfilled at the required time. Follow procedures by contacting security immediately if the guest does not answer a wake-up call or contact the HOD or MOD.
Use One Touch to log in all guests complaints and solutions that are offered by HOD, Duty Manager, Reception or other departments
Use At your wish system to log in any guest requests in regards to the rooms (items or maintenance request), coordinate with other departments (HK,ENG, F&B) and follow up on request execution and guest satisfaction
Print daily newsletter for outlets and guests as per the order sheet handed over by HK. Ensure that the same is charged to guests by filling out miscellaneous vouchers and passing it to Reception Host.
Print guest documents needed for FO daily guest operation
Ensure that daily tasks are performed according to check list provided.
Ensure that all the equipment in the department is in working order and in good condition, and that the work area is clean at all times.
Report any defects in the telephone system and follow up on any repair required.
Ensure to be familiar with all department heads and other team member names and their extension numbers.
Ensure to be aware at all times of all emergency numbers
Protect guest privacy by not giving out guest name or room number to a caller at any time. Protect team member privacy by not giving out employees personal details to a caller at any time. Be aware of all daily functions or events happening in resort
Executes daily duties as per departmental and resort SOP’s