Chinese Resort Host (Cassia Phuket, Thailand)

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Front Office

KEY RESULT AREAS
• To greet guests on arrival at the hotel and conduct check-in and registration procedures.
• To inspect suites prior to guest check-in to ensure they are clean, properly equipped and in high standard of maintenance.
• To implement and maintain guest recognition program.
• To handle guest’s complaints, inquiries and comments, log them and initiate appropriate action and follow- up.
• To maintain an up to date database of tours, sightseeing and points of general interest and make the necessary bookings when requested.
• To conduct inspection of the public areas of the main lobby, ensuring high standard of cleanliness and maintenance by initiating appropriate action where necessary.
• To up sell all hotel rooms, spa, gallery and F&B outlets.
• To entertain guest when appropriate.
• To handle guest’s billing procedures.
• To ensure that guest check out arrangements are in order, and to bid guest farewell.
• To carry out administrative requirements as directed.
• Engage in Food and Beverage service delivery as per the predetermined standards and sequence
• Execute all mise-en-place duties and responsibilities as directed, on time, according to the predetermined standards.
• Ensure that guests’ expectations are met or exceeded by providing an efficient, friendly and attentive service.
• Have thorough knowledge of the menu, drinks list and wine to be able to respond to guest inquiries.
• Liase with the Kitchen, Stewarding, Bars and Housekeeping in operational matters to ensure the operation runs smoothly
• Help maintain the outlet in top physical condition by reporting any engineering or housekeeping defects to supervisors
• Help maintain standards of cleanliness by carrying out front and back of house cleaning duties as directed.
• Be fully conversant with all health and safety, fire and emergency procedures.
• Handle customer complaints if possible, or report them to supervisors.
• Challenge guests to a lobby game
• Able to operate the roulette and/or other lobby games we may have.

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