Job Description

1. Guest Arrival and Departure Experience

Warm Welcome:

Greet every guest entering and leaving the property with a genuine, personalized, and professional welcome (often addressing repeat guests by name).

Traffic Coordination:

Monitor and direct vehicle/foot traffic flow at the entrance and in the lobby.

Luggage Assistance:

Coordinate closely with the Bell Staff (or perform the task themselves) to ensure timely loading and unloading of luggage from vehicles.

First Impressions:

Ensure the entire lobby area is impeccably clean, presentable, and reflective of the hotel's luxury standards.
2. Service and Anticipation

Proactive Assistance:

Maintain a visible presence in the lobby, proactively approaching guests to offer assistance rather than waiting to be asked.

Amenities:

Offer welcome amenities, such as refreshments, cold towels, or welcome drinks, as part of the arrival process.

Information Hub:

Serve as the primary source of up-to-date information on all hotel services, amenities (spa, dining, fitness center, etc.), promotions, and special events.

Local Knowledge:

Provide detailed, accurate knowledge of the surrounding area, including directions, local attractions, restaurants, and transportation options.
3. Coordination and Communication

Bridging Departments:

Work closely with the Front Desk, Concierge, Guest Relations, and Food & Beverage teams to ensure all guest requests and special preferences are communicated and fulfilled seamlessly.

VIP Handling:

Be aware of all VIP, special occasion, and high-profile guest movements, ensuring they receive priority and personalized service.

Special Requests:

Handle guest requests for reservations, special arrangements (e.g., flowers, car services), and tailored services.
4. Issue Resolution and Feedback

Complaint Handling:

Address minor guest feedback or complaints with empathy and efficiency, escalating complex issues to the appropriate manager or department for timely resolution and follow-up.

Guest Profile Enhancement:

Engage with guests to learn their preferences and communicate this information to the wider team to enhance their future stays.
Essential Skills and Characteristics

Exceptional Interpersonal Skills:

A naturally charismatic, confident, and outgoing personality.

Communication:

Excellent verbal and written communication skills (often required to be fluent in English, with additional languages being a significant advantage).

Appearance:

Impeccable grooming and professional demeanor.

Problem-Solving:

Ability to remain calm under pressure and handle unexpected situations with grace and efficiency.

Attention to Detail:

A strong focus on anticipating guest needs before they are voiced.
Job Type: Full-time