Guest Wellness Host - Russian & Japanese Speaking

KEY DUTIES / RESPONSIBILITIES
 Report for duty on time in full uniform according to resort grooming standards.
 Responsible for guest’s pickup and drop off from airport and also to accompany the guests during the time of arrival and departure.
 To act as an interface between guests and other departments for any guest requests like spa, F&B Service etc.
 Prior to guest arrival check boat departure time
 Carry out guest Check in as per the SOP and SLH Standards
 Ensure room is at Velassaru standard for the guest arrival
o Arrival Letter
o Welcome Drink
o Registration cards
 Prepare amenities request for special and repeat guests.
 To be conversant with: Fire, Security Procedure, Health and safety Policies and Procedure
 Guest arrival process should cover the check in, room and resort familiarisation.
 Advise relevant departments if there are special requests or requirements during the guests stay
 Be totally familiar with room amenities, lay-out, rate structure, outlets (e.g. operating hours, menu, promotions, prices, etc.) facilities and services offered in the resort.
 Be aware of activities and happening in the Resort so that you are able to provide your guest with appropriate activities to ensure they optimise their stay on Velassaru.
 To generate/increase revenue in the Front Office Department whenever possible.
 Keep up to date and have an extensive knowledge of the Maldives, the island and the surroundings, allowing you to provide your guests with information that will enhance their Maldivian experience
 Provide a warm and friendly service responding to all guest enquiries immediately.
 Perform other relative duties as required, such as handling phone calls, issuing and accepting return of DVD’s & CD’s.
 Co-ordinate with other departments all the time’s respecting their policies and procedures and ensuring that you are representing the front office department in a professional manner at all times.
 Handle guests’ complaints or requests and liaise with the departments concerned to ensure immediate follow-up.
 Report all suggestions, complaints and compliments from guests to the Front Office Manager
 Arrange special occasion cakes and make courtesy calls on guests special occasions.
 Maintain a friendly rapport with guests in order to ensure open and accurate communication.
 At all times know what your guests are wanting to do and where they are
 Have contact with guests everyday to ensure you have the opportunity to be proactive in meeting and exceeding their needs, wants and desires.
 At all times believe that Team work is the key to ensuring all of our guests have the ultimate experience.
 Facilitate Guest Departure
The night before departure
o Prepare departure letter the and place in room at turn down
o Attach a copy of their account with the letter
o Ensure that tickets are confirmed and ready to be handed to the guest on their departure
The day of the departure
o Pick up the guest at time confirmed in departure letter
o Hand over guest account ( once you have checked and confirmed it’s accuracy)
o Process payment for account
o Escort guest to boat or airport
o Bid a warm farewell
 Be conversant with the Front Office computer systems: Opera and word packages.
 Where and when translation, oral or written, is required, be available to assist
 Be familiar with all the Emergency procedures (fire, etc.)
 Actively participate in Human Resources, Learning and Development initiatives that will help the Resort to deliver higher levels of service to our guests and our compliance to good health and safety practices at the workplace.
 To support by assisting with on-the-job training and orientation of new team members/trainees and other reasonable requests in order to improve the performance and service standards of our team.
 To follow all systems and procedures as laid down in the standard operating manual

This is not an exhaustive list of responsibility; 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