guest assistant / Nhân Viên Lễ Tân

* GUEST SERVICE:
- 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 twice a day, preferred breakfast and dinner 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, preferences, likes/dislikes.
- Ensure that all requests from Guests are made possible and are followed up on.
- Check guest satisfaction and follow up on daily basis.
- Personally deliver arriving/ departing guest's amenity/ gift.
- Pack/unpack guest luggage.
- Promote 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.
- 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, lobby area, library, payment room.
- Ensure all stationery are tidy and organized and order when needed. Relations
- Arrange VIP greeting and escorting service from/ to airport.
- Estahlish relationship with Long Stay/ VIPs.
- Ensure all repeat guests are met and greeted daily 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