Lobby Host / Hostess

1. To ensure a high and consistent standard of customer relations with guests, managers, colleagues and inter department staff

2. To assist with any inquiries or guest requests in a proactive and positive approach so that hotel guests can experience a high level of service which is expected from a world-class five-star deluxe resort

Operational Responsibilities:

1. To welcome and greet all guests entering the hotel

2. To assist and provide information and direct/escort to their desired locations

3. To alert lobby lounge team on arrivals seated to serve welcome drinks

4. To ensure all guests are treated in a warm, friendly and efficient manner

5. To have the product knowledge of the hotel and its food and beverage outlets operating hours and other guest facilities that are available

6. To ensure to address guests by name at all times

7. To keep the work place clean and tidy at all times

8. To inform managers of any guest issues so that any necessary follow-up may be taken action in a timely manner

9. To maintain an atmosphere of tranquility at the Front Desk/Lobby, never giving impression that there is an issue

10. To ensure the regular guests and other VIPs receive special attention and recognition

11. To use the correct verbiage of terms and phrases approved by the management

12. To ensure the proper procedure and complete handover of shift

13. To be familiar with EDP Contingency Procedures during system down-time

14. To ensure managers are kept fully aware of any relevant feedback from guests or other departments

Personnel and Training Responsibilities:

1. To exercise pro-activeness, self-control, efficiency and patience

2. To project a positive, motivated attitude and respect among colleagues and inter department at all times

3. To attend regular training programs prepared by the supervisor

4. To be fully conversant and familiar with the hotel’s facilities and services

5. To ensure the work area is clean, tidy and maintained according to standards set by the resort

6. To take good care of all equipment and materials used at the resort

7. To practice sustainability and follow energy savings initiatives

8. To be conversant in computer systems used at the hotel – Opera, Microsoft office

Administrative Responsibilities:

1. To maintain all hotel records and forms as prescribed by established policies and procedures. Ensure filing of check out registration card are stored properly for auditing purpose according to auditing procedures

2. To be well versed of all Front Office and cashier procedures and adhere accordingly

3. To equip the workstation at the commencement of each shift with adequate stationary and forms

4. To do store requisition – always check par level and ensure all stocks are sufficient

5. To attend shift handover briefings and read all communication and memos at the commencement of each shift

6. To operate computer equipment/tools and related software/system. Requires reading, writing and oral proficiency in the English language

7. To have a complete understanding of the hotel’s emergency policies and procedures – i.e. Death or Fire immediately reported to Guest Experience Manager, Assistant Front Office Manager, Rooms Division Manager, RM or GM

8. To carry out any additional duties as requested by the Supervisor/ Guest Experience Manager/ Assistant Front Office Manager or Rooms Division Manager

Education:

College degree/diploma preferably specializing in Hotel Management or equivalent is required.

Experience:
Nil

Skills and Abilities:
Required ability to operate computer equipment/tools and related software/system. Requires reading, writing and oral proficiency in the English language.

No. of employees supervised:

Nil

Travel required:

Some travel may be required for training, conferences and special events

Hours required:
Minimum 6 days (45 hours per week). However, additional hours according to business needs are expected.

Job Type: Full-time

Pay: RM2,000.00 - RM4,000.00 per month

Benefits:

• Health insurance
• Meal provided
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person