Guest Relation Host

1. Ensure all guests are welcomed, greeted according to Six Senses Standards and checked in efficiently and with the highest level of hospitality extended.
2. Ensure that check out is efficient and if a guest has any negative comments that they are addressed immediately by calling the Asst. or manager on duty.
3. To ensure all negative comments are turned into a positive situation by means of Service Recoveries. No matter how small the complaint, service recovery must be carried out comments updated in the Guest Profile.
4. Ensure that all requests are met and followed up. Practice the - CAN DO- philosophy and if you are in a situation where you feel you can not say - yes- , do not hesitate to contact a manager at any time. If you are not able to give a sure answer, explain to the guest you will follow up and get back to them in a realistic time frame.
5. Ensure hotel credit procedures are followed and administrated in a discreet and tactful manner
6. Ensure that all reservations taken are recorded correctly and given to the Reservations department immediately.
7. Ensure a full handover is carried out at the end of every shift.
8. Ensure Guest Profiles are updated correctly on check in and each guest given their own individual profile.
9. Ensure that guest postings and paid outs are done correctly and correct paperwork completed for accounting purposes.
10. All cash handling procedures are closely adhered to and all cashiering duties are carried out effectively and efficiently.
11. Ensure personal floats are counted correctly and any shortages reported immediately to the manager. All problems to be rectified before the end of shift.
12. Liaise will all other departments to ensure smooth communication. This applies to Housekeeping regarding room moves, early departures, late check-outs etc. All room moves are amended in Opera before the guests occupy the room.
13. All guests are escorted to their rooms according to the Best Practices by night shift.
14. Ensure special requests and traces are followed up before guests arrival. This includes expression orders and preferences from - How to Serve you Better-
15. Guests are only shown rooms which have the vacant and inspected status.
16. VIP- s to be met by Front Office Manager/ Room Division Manager/Resort Manager/Resident Manager and General Manager on arrival.
17. Attend briefings on a daily basis.
18. Ensure correct telephone and message procedures are carried out.
19. To ensure that all wake-up calls are recorded correctly and made on time.
20. To assist to other areas in Front Office and other departments as required.
21. To be familiar with the hotel fire and security policies.
22. To promote both EHR and EHH outlets including LIFE and SPA.
23. Keep updated with all other Six Senses properties and promote when possible.
24. To carry out any other reasonable requests as instructed by your manager.
25. Offer guests The Evason Spirit Membership forms.