Experience
Requirements
Responsibilities & Context
1. Guest Experience & Relations
Welcome VIP guests, long-stay visitors, and resort patrons, ensuring personalized recognition and preference handling.
Oversee the check-in, check-out, and billing processes to ensure efficiency, accuracy, and absolute hospitality.
Handle guest complaints, inquiries, and special requests promptly and professionally, applying recovery strategies to turn negative experiences into positive ones.
Walk the lobby and resort public areas regularly to monitor guest flow, ambiance, and team engagement.
2. Operational Excellence & Revenue Management
Monitor daily arrivals, departures, room inventory, and occupancy forecasts in collaboration with Revenue Management and Housekeeping.
Maximize room revenue through effective upselling strategies (room upgrades, packages) and yield management principles.
Oversee night audit operations, ensuring accurate daily financial reconciliation and reporting of resort revenues.
Ensure standard operating procedures (SOPs) are strictly followed across reception, concierge, bell desk, and the telephone exchange.
3. Team Leadership & Development
Recruit, train, schedule, and mentor front office agents, guest relation executives, bell attendants, and night auditors.
Conduct regular department briefings and training sessions focusing on upselling, service standards, local resort attractions, and emergency procedures.
Monitor staff performance, conduct appraisals, and foster a collaborative, positive team culture.
4. Cross-Departmental Coordination & Compliance
Maintain close, daily communication with Housekeeping to track room readiness, VIP setups, and maintenance requirements.
Coordinate with Food & Beverage, Engineering, and Sales teams regarding group arrivals, VIP movements, and special resort events.
Ensure compliance with local data protection laws (e.g., guest passport/ID logging, privacy regulations) and cash-handling security policies.
Job Other Benifits
- Festival Bonus: 2