The posting
Objective
As a member of the Front Office Department, he/she shall be responsible for the efficient operation within the department and maintain a good relation with the guests and other team members. Responsible for up keeping guest relations by providing special help/care to guests and by coordinating with related departments on specific needs. Handle guest check-in, check-out, and posting of guest charges, telephone duties, Boutique shop duties and guest services hotline duties. Provide the bespoke, uncompromising service. Thus, lift the guest experience to unparalleled heights. Ensure our Operating Criteria, Culture and 5 Hallmarks and always adhered to.
Reports To
Executive House Master/FOM
KEY DUTIES / RESPONSIBILITIES
- Take care of guests staying in the Houses & Residences
- Contact the guests prior to arrival and assist with personalized service (pre-booking Spa, dining & activities)
- Arrange, record, deliver and charge all special requests for arriving guests
- Greet the guests on arrival, and offer island introduction or to escort the guests straight to their villas
- Villas rooming
- Be able to operate, assist the guests with equipment such as TV, electrical curtains
- Offer personalized services such as unpacking / packing, organization of guest’s belongings, laundry, pressing….
- Create extra special moments for the guests at any opportunity (special celebration…)
- Monitor guests activity while at the resort, including being on call for any special requests or last minute needs
- Comprehensive understanding of all menus, outlets, on site amenities and communicate these to the guests when asked
- Communicate movement of the guests to all outlets, ensuring proper service & recognition
- Inspect all guest villas prior to guest arrival, ensuring their excellence
- Inspect, present and clear all food and beverage items ordered by the guests
- See to any secretarial needs of the guests
- Present the folio upon departure, clarify any misunderstandings with regards to the folio
- Assist guests with luggage, transport arrangements and booking and bid them farewell
- Follow SOPs, update guest profile…
- Maintain a well-stocked pantry so all items needed are at hand
- Operate on the basis that service to and the pleasure of the guests is the highest priority
- Demonstrate an ability to operate seamlessly with all departments and work well as a team member within the department
- Demonstrate an ability to understand guests ‘service needs
- Demonstrate an ability to maintain confidentiality & privacy
- Understands the value of constant training and pro-actively supports all training activities within The Nautilus Maldives.
WORKING CONDITIONS:
Office Space:
- Back office and guest area.
- Technological Support (Computer, Landline Phone Connection etc.):
- Computers,mobile phone and dhiraagu line
General:
- Subject to the fact that he/she may from time to time be expected to work outside normal hours in order to meet reporting deadlines and take full responsibility of the department thereby extending his/her support whenever needed.
PERFORMANCE STANDARDS:
Specific financial measures of performance:
- To be agreed at each appraisal
Specific non-financial measures of performance:
- To be agreed on recruitment and at each appraisal.
General measures of performance:
- As a member of the department, he/she is required to set the highest standards of performance both within his department and as an example for others outside his department.
Frequency of appraisal:
- Performance to be appraised annually or as per policy of the company
Appraiser:
- To be appraised by the immediate superior.
This is not an exhaustive list of responsibilities; it is only an indication of the duties and responsibilities expected from you. You could be subject to any other duty and responsibility by the management as and when required.
