Laguna Phuket Hotel Group

Job Requirement:

To provide guest recognition at all times, doing your utmost to ensure optimum guest satisfaction and comfort, and to interact with guests on a continual and complete basis.

Key results Area:

1. To provide guest recognition at all times by interaction with guest on a continual an complete basis.

2. To do your utmost to ensure optimum guest comfort and satisfaction.

3. To never say no to a guest and going out of your way to satisfy a guest request even it the item or service is unavailable.

4. To know all in house guest names and villa numbers and be able to recognize guest by sight. To use guests first name as form off address.

5. To record all guest complaints, guest comments an compliments, damage or lost of guest property, and other relevant information in the Resort Host Log Book.

6. To report all guest complaints, compliments and suggestions immediately to Management.

7. To be fully conversant in all Fidelio computer Front Office operation.

8. To use Fidelio guest history as a tool to become fully conversant with returning guests likes and dislike, previous experiences, preferred activities, children names, F&B preferences. Etc.

9. To obtain selective guest history information from our in house guest and input important information into the Fidelio guest profile.

10. To attend the daily morning or afternoon Front Office briefing at beginning of your shift.

11. To attend the monthly Resort Host meeting with the Director of Room.
12. To be fully conversant with all aspects of Banyan Tree Resort and our facilities.

13. To be fully conversant with geographical, cultural, and historical aspects of Phuket, as well as be up to date on all tourist attractions, tours, beaches, shopping, and restaurants on Phuket

14. To have a sound working knowledge of the hotels daily and future functions and activities luncheons, dinners, cocktail parties, meeting, etc.

15. To men the Resort Host desk, located in the Library, which is the control center for Resort Hosts, and ensuring the Library is always is clean and organized condition.

16. To stock and catalog current books, magazines, CD, and DVD in the library, taking note of all guest suggestions.

17. To sign-out books, magazines, CD and DVD to in house guests.

18. To serve afternoon tea in the Library if required.

19. To use the Library as an information desk for our guests and being able to book outside tours and restaurant reservation for guests, following the correct procedures.

20. To book all Banyan Tree activities for guests, such as golf, tennis, spa treatments, recreational equipment, etc following the established reservations procedures.

21. To arrange activity partners for guests, including yourself or another Resort Host if you have time available.

22. To handle all guest inquiries.

23. To answer the telephone promptly and clearly in a friendly and courteous manner.

24. To ensure that there exists an up to date and extensive selection of booklets, guides, maps and brochures for our guests.

25. To have the responsibility to make decision and handle minor guest problems on your own, reporting back your solutions to the Director of Rooms daily.

26. To confirm flight booking and reservations for in house guests.

27. To sell in house facilities and other Banyan Tree destination.

28. To place a courtesy call to check in guest, within 30 minutes of check in inquiring of guest is comfortable an to offer any assistance required. Calls to be noted in Resort Host Log Book.

29. To greet arriving guests at the airport, settle guests in the car, serving drinks and telephoning back to FO that guests are on the way.

30. To escort VIP guest in BTR car from airport, serving drinks and conversing with them in route.

31. To greet departing guests at airport, assisting them with flight check in and ensuring all luggage is handled in a satisfactory manner.

32. To bid farewell to all BTR guests at the airport.

33. To handle yourself at the airport in a polite and positive manner, as you are representing Banyan Tree Resort.

34. To greet arriving guests and VIP guests at the hotel lobby, making sure correct luggage is transferred to correct Banyan Buggy.

35. To escort guest in the Banyan Buggy on their way to check in at their villa, pointing out spots of interest in route.

36. To check in guests at their villa, taking care of all details and pointing out villa facilities.

37. To check all VIP and guest blocked villas before arrival to ensure the set up and cleanliness is to our standard.

38. To meet with guests after check in to describe the resort facilities, put together their activity schedule, and give your utmost assistance.

39. To constantly be in contact with in house guests during their stay by visiting them in restaurants, and throughout the out.

40. To always be visible and accommodating for all of our guest needs.

41. To observe conduct and appearance of employees during the overnight shift.

42. When necessary, to investigate all guest and employee accidents and report the circumstances to Management.

43. To inspect the hotels main entrance, corridor, and public areas on a daily basis and report finding in Resort Host Log Book.

44. To assist F&B in the Lobby Lounge, inquiring if guests would like a drink and clearing tables.

45. To have a complete list of emergency telephone numbers and list of hotels emergency team at the Resort Host desk.

46. To be aware and respond to all hotel emergency situations, ensuring the safety of guests, employees. And yourself by following the hotels policy and procedures for handling emergencies and remaining calm and in control of the situation.

47. To maintain good working relationships with all departments.

48. To completer any additional tasks assigned by the Director of Rooms

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