Butler

POSITION SUMMARY

The Villa Receptionist is responsible for delivering a seamless and personalized guest experience from pre-arrival to post-departure. This role combines front office duties, guest relations, and operational coordination to ensure all villas are well-prepared, guest requests are handled efficiently, and service standards meet luxury villa expectations.

PERFORMANCE REQUIREMENT

Technical:

• Provide timely and accurate services.
• Maintain accurate and complete guest information.
• Handle guest requests promptly and efficiently.

Behavioral:

• Professional, friendly, and enthusiastic attitude.
• Clear and confident communication skills.
• Proactive and flexible in handling situations.
• Strong sense of responsibility and reliability.
• Ability to work effectively under pressure.

DUTIES AND RESPONSIBILITIES

1. Pre-Arrival & Reservation Management

• Review daily arrival list and prepare guest profiles.
• Confirm reservations via OTA / direct booking channels.
• Coordinate with Housekeeping and Technician to ensure villa readiness before arrival.
• Arrange special requests (decorations, transportation, early check-in, etc.)
• Ensure all booking details (number of guests, special notes) are accurate.

2. Guest Check-in Experience

• Welcome guests warmly at villa or reception point.
• Verify identification and booking details.
• Present villa orientation, including:
• Villa layout and facilities
• Swimming pool safety guidelines
• Usage of appliances (AC, TV, kitchen equipment)
• Explain house rules clearly (noise, damages, pool safety).
• Complete check-in documentation.

3. Guest Experience During Stay

• Act as the main contact point for all guest requests.
• Respond to guest inquiries within:
• Urgent: ≤ 5 minutes
• Normal: ≤ 15 minutes
• Coordinate with departments:
• Housekeeping (cleaning requests)
• Technician (maintenance issues)
• Follow up guest satisfaction proactively (especially first night).
• Handle complaints professionally and escalate when necessary.

4. Check-out & Departure Handling

• Coordinate housekeeping inspection before check-out.
• Verify damages, missing items, minibar usage.
• Ensure smooth and quick check-out experience.
• Request guest feedback / encourage reviews.

5. Communication & Coordination

• Maintain clear communication with all departments.
• Report incidents, complaints, and special cases to Supervisor.
• Ensure proper handover between shifts.

6. Operational Standards

• Maintain professional appearance and grooming at all times.
• Ensure confidentiality of guest information.