Guest Assistant (Nhân Viên Lễ Tân)

*Overall Job Scope:
First impressions are everything! As a Guest Assistant, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

*Key areas of accountability:
- Guest Services
- Cashiering & Administration
- Relations
- Company's Policies & Procedures

*Outcomes to be achieved:
In this position, you are accountable to achieve the outcomes listed below.

I. Guest Services:
• Greet and farewell, check-in & check-out, respond to guests' requests and settles accounts while providing a professional, sincere, warm, personalized and friendly service.
• Welcome and acknowledge all guests according to company standard; anticipate and address guests' service needs, assist individual with disabilities; thank guests with genuine appreciation.
• Provide guests/visitors with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Meet guest during the breakfast time ensuring they are having a relaxing and memorable stay; coordinate with related departments for any defects/issues/problems and follow up.
• Own and immediately resolve guest problems.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to track readiness of villas for check-in.
• Inspect villa for VIPs prior to guest arrival.
• Ensure long-staying/ special-attention/ occasion-celebrating guests are taken care of exclusively, paying particular attention to their needs and requests.
• Coordinate with F&B for VIP amenities delivery and setup.
• Provide a complete and thorough orientation of the villa for the guest.
• Check and obtain guests daily itinerary.
• Ensure that all requests from Guests are made possible and are followed up on.
• Check guest satisfaction.
• Personally deliver arriving/ departing guest's amenity/ gift.
• Promotes resort facilities and in-house services to drive sales.
• Comply with quality assurance expectations and standards (LQA).
• In charge as Night Auditor often.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, and place objects as requested by Supervisors.

II. Cashiering & Administration:
• Count cash float at the beginning and end of shift.
• Balance and drop cash/ receipts according to Finance specifications.
• Complete designated cashier and closing reports in the PMS system.
• Handover and receive cash float handover
• Able to handle payment with different methods; i.e cash, credit card, city ledger.
• Run daily reports (guest arrivals, departures, transportation request, etc.), identify any
special requests, and check reports for accuracy.
• Maintain an accurate villa status, organized guest folios and files.
• Maintain the cleanliness and neatness of the front desk and reception/ lobby area.
• Ensure all stationery are tidy and order when needed.
• Count cash float at the beginning and end of shift.
• Balance and drop cash/ receipts according to

III. Finance specifications:
• Complete designated cashier and closing reports in the PMS system.
• Handover and receive cash float handover
• Able to handle payment with different methods; i.e cash, credit card, city ledger.
• Run daily reports (guest arrivals, departures, transportation request, etc.), identify any special requests, and check reports for accuracy.
• Maintain an accurate villa status, organized guest folios and files.
• Maintain the cleanliness and neatness of the front desk and reception/ lobby area.
• Ensure all stationery are tidy and order when needed.

IV. Relations:
• Arrange VIP greeting and escorting service from/ to airport.
• Ensure all repeat guests are met and greeted on a daily basis and profiles are updated.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; protect the privacy and security of guests, fellow colleagues and the company's confidential information and assets.

Other duties are performed as assigned by the
Head of Department.