Guest Experience Concierge

Tunamaya Beach & Spa Resort - Tioman Island; Pahang; On-site; AUD 42,000 - 65,000; Full time

Benefits offered by this job

None

Job summary

Tunamaya Beach & Spa Resort - Tioman Island is seeking a Guest Service Assistant. You will greet guests, manage registrations, handle inquiries, process folios, and maintain a welcoming front desk. Excellent customer service and cash handling skills are essential for smooth daily operations and guest satisfaction.

This position requires attentiveness to guest needs, teamwork with other departments, and a polished appearance as you assist with local information and services on Tioman Island.

Responsibilities

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use the guest's name at every opportunity
• Registers and rooms all arrivals according to established procedures
• Maintains intimate knowledge of departmental standards and procedures
• Keeps abreast of all modifications to accounting policies and procedures
• Responsible for attending to guests' requests for the use of the safety box at all times
• Attends to guests' complaints, inquiries, and requests, and refers problems to a supervisor or Front Office Manager if unable to assist
• Records all complaints, comments, special requests, and other business in the daily handover log
• Ensures handover procedures are followed by reviewing and writing the handover log daily
• Ensures appropriate actions are taken to resolve any outstanding issues
• Ensures that all guest lost properties are correctly reported and logged
• Maintains a clean and orderly front desk work area at all times
• Completes and verifies forgotten ID forms
• Answers telephone calls and general building/membership questions, or transfers calls to the appropriate administrator
• Keeps up to date with information on activities, programs, and other general information
• Processes guest folios and collects payment
• Administers and manages cash handling responsibilities
• Handles guest requests and concerns promptly and with courtesy
• Assists guests with inquiries regarding local entertainment, restaurants, or transportation
• Maintains efficient and effective flow of information with guests and all internal departments
• Ensures bedrooms, public areas, and storerooms are set up, cleaned, and ready within agreed time guidelines
• Ensures clear communications with other departments to minimize impact on guest service
• Maintains a comfortable atmosphere in the public areas by controlling and monitoring heating, lighting, music, and TV
• Balances all financials at the end of shift
• Proactively generates sales and refers sales leads as well as upsells products and services where possible
• Attends training meetings, seminars, training courses, and departmental meetings as requested
• Wears a presentable full uniform and name badge when on duty, maintaining a high standard of personal hygiene and grooming
• Handles additional duties as needed by guests or management

Job description

Tunamaya Beach & Spa Resort - Tioman Island is seeking a Guest Service Assistant. You will greet guests, manage registrations, handle inquiries, process folios, and maintain a welcoming front desk. Excellent customer service and cash handling skills are essential for smooth daily operations and guest satisfaction.

This position requires attentiveness to guest needs, teamwork with other departments, and a polished appearance as you assist with local information and services on Tioman Island.