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.