Guest Experience Host - Chinese Speaker

Job Summary:

Under the direction of the Front Office Manager (FOM) and the Guest Experience Host Team Leader (GEHTL), the Guest Experience Host (GEH) is an ambassador of the resort and the management. He/she is responsible for maintaining consistently high standards of the operation and guest service, ensuring that all the communications related to the guests and to the resort, both external and internal, are actioned speedily and efficiently in accordance with the specified standards. GEH is responsible for the smooth functioning of the front office department and all the guest related operations and facilities (front of the house), providing prompt and efficient service to guests and to the related departments. GEH maintains an exceptional relationship with guests and associates, is active around the resort, ensures that all guests are satisfied, and all their expectations are fulfilled. Precision, meticulousness, and punctuality are mandatory for the position of GEH. Responsibilities and duties for this position shall include but be unlimited to the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

Duties and Responsibilities:

• GEH is instrumental to achieve the company goals in providing the highest professional standards of service to our guests.
• GEH is in supervisory level and is proactive, resourceful, and able to work independently.
• Is able to handle professionally all guest's complaints. Keeps Experience Host Team leader/ Guest Experience Officer /Front Office Manager informed of all mishaps, unusual cases and guest feedbacks, regardless of the graveness of the case.
• Is self-motivated and leads his colleagues by example.
• He/she is required to maximize and exceed guest’s satisfaction by providing highly personalized, efficient, and responsive service with attention to details, and anticipating guest’s needs.
• Reports to work punctually and maintains a high standard of personal appearance and hygiene at all time by adhering to the JAM grooming standard.
• Has a proper body gestures and oral expression at all time and maintains good eye contact and posture with the guests at all times.
• Possesses a very high level of knowledge about the resort services and facilities, products, current/ upcoming promotions and events.
• Is an active team player and participate to all the activities and events organized for guests and for the associates at the resort.
• Takes direction from management, regarding operational issues.
• Host Tasks
• Takes ownership and leadership of all villas assigned including supervising, directing, assisting, and ensuring the cleanliness and maintenance of guest villas is up to the resort’s standards.
• Handles guests’ comments and feedbacks professionally and efficiently.
• Cultivates guest relations and rapport by engaging with guests, creating a high standard and personalized service
• Endeavour to remember regular guests, and where possible address them by their name. Never overstep the thin line between friendliness and familiarity remaining professional, always. Always excels a memorable CASUAL LUXYRY service experience and Heartfelt Hospitality without fail.

• Constantly strives to increase satisfaction level through self-creativity, responsiveness and enhance service quality. Always try to go ‘extra mile’ by anticipating guest’s needs and creates a wow effect. Ensures a high level of customer satisfaction.

• Contact: Talent Acquisition Team Talent Acquisition Team
• Reference: CatererGlobal
• Job ID: 99630820