·Performs duties in accordance to Standard Operating procedures and Guidelines of JAM.
·Maintains high standards in personal appearance. Is well groomed, hygienically clean and properly attired in uniform to carry out duties at all times.
·Behaves/carries out tasks and responsibilities in a professional manner.
·Process all reservation requests, changes, and cancellations received by telephone, fax, mail and other sources. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate.
·Answer all calls with proper resort standards and etiquettes, and all communication should be conducted in the same professional manner.
·Responsible to undertake the duties of the Resort Switchboard.
·Explain guarantee, special rate, and cancellation policies to all guests/partners.
·Accommodate and document special requests.
·To maximize revenue by converting enquiries, recognizing business prospects and opportunities to upsell Rooms and services.
·To liaise with Hotel Partners and Guests whilst building rapport and creating professional relationships.
·To exercise effective listening to capture relevant information and provide a premium
Experience for the guest
·To assist with Familiarization Trips whenever required.
·To liaise with all departments to ensure the best service is provided to our Resort Guests.
·Maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and co-workers.
·Develop and maintain positive working relationships with others; support the team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards.
·To undertake general administration duties.
·To observe the Company’s rules and procedures and carry out any reasonable request made by the Manager, Supervisor or a Superior.
·Is always prepared to handle guest requests, complaints, and suggestions and follow through to maximize the service standard.
·Has a thorough and up to date knowledge of the resort’s facilities, products and services on offer, and is able to provide accurate information to guests at all time
·Is detailed and ensures proper handover from incoming and outgoing shifts.
·Takes ownership of guest’s requests and needs and ensures immediate action as appropriate.
·Is well acquainted with all hotel facilities, including the guest room facilities and knows all events in the hotel.
·Keeps himself/herself updated on the arrivals and departure for the day.
·Is able to identify and acknowledge repeat guests and VIP
·Ensures that each guest interaction is a delightful experience for the guests.
·Never says “NO”. Offers alternatives as applicable.
·Always finds a way to exceed guest’s need and expectations.
·Ensures consistent delivery of resort’s service standards.
·Respects the departmental duty roster and reports to work on time.
·Is open and willing to adapt to new procedures for the benefit of guests and colleagues as and when introduces.
·Attends all scheduled training courses organized within the department and by Human Resources as and when asked to.
·Attends daily departmental briefings and communication cascades
·Is a team player and actively participates in all employee activities.
·Presents himself/herself at all times with professional courtesy and etiquette towards both guests and colleagues.
·Maintains a professional demeanour at all times.
·Always projects a positive image of the department and resort on the whole