Front Desk Concierge & Guest Experience Specialist

Mactan Seascapes Services Inc.; Lapu-Lapu; On-site; PHP 201,000 - 268,000; Full time

Job summary

Crimson Resort & Spa Mactan in Lapu-Lapu City, Philippines, is seeking a Front Office Agent to handle guest registration, check-out, cashiering and foreign exchange under the supervision of the Front Office Supervisor. The role includes assisting guests with queries and requests to ensure a seamless stay.

The position requires knowledge of room types, upselling, and strong customer service. You will maintain guest history profiles and coordinate with departments to deliver personalized service

Responsibilities

• Receives records and handles guest comments, suggestions and complaints for management attention.
• Facilitates sending out amenity requests for guests that were inconvenienced.
• Sends out the Performance Monitor Questionnaire and completes the report daily log.
• Constantly monitors, issues and files any amenities given to guests under the Repeat Guest Program.
• Prepares and constantly updates Long Staying Guest contracts on file.
• Conducts daily Courtesy Calls to in-house guests.
• Ensures the knowledge of all Room Types and facilitates to optimize room sales.
• Ensures awareness to room situation for the day.
• Ensures maximum sale of rooms at the highest possible rate (i.e. up sell).
• Ensures full knowledge of the computer system and options to render personalized service to guests.
• Promotes inter-hotel sales and in-house facilities and is knowledgeable about banquet events, hotel facilities, Food & Beverage outlets and activities, special promotions and other information that guests may require.
• Attends the daily Front Office briefing.
• Ensures to update the guest history profile accurately so that pertinent information will enable all departments to provide service that will suit the needs and preferences.
• Ensure to keep workplace neat and clean at all times.
• Maintains appropriate standard of conduct, dress, hygiene, uniform, appearance and posture according to established guidelines by the hotel.
• Adheres to established policies and procedures of the hotel in all tasks assigned
• COMPANY POLICIES and PROCEDURES: Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules and Regulations.
• ATTENDANCE: Adheres to the set procedures for attendance and timekeeping.
• COMMUNICATIONS: Attends meetings as required.
• GUEST RELATIONS: As assigned and at all opportunities, assists guest directly and indirectly in order to resolve problems and provide them a delightful staying experience in the hotel.
• LOST and FOUND: Fully aware of and comply with Lost and Found procedures at all times.
• EMERGENCY RESPONSE: Possesses full knowledge of emergency procedures.
• EQUIPMENT CARE: Ensures proper care and maintenance of equipment in the area of assignment.
• GROOMING and HYGIENE: Adheres to specified hygiene and personal appearance standards of the hotel.
• TRAINING and EMPLOYEE ACTIVITIES: Attends scheduled training and participates in company-initiated employee activities.
• ENVIRONMENTAL AWARENESS: Is fully aware of and complies with the Hotels Environmental Policy and established rules and guidelines.
• GUIDING PRINCIPLES: Practices the Guiding Principles in day-to-day interaction. Performs such other functions as may be delegated by management from time to time.
• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Hotel policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database.
• Maintains a favorable working relationship with all other Hotel employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of Crimson Resort & Spa, Mactan to the public
• Practices and role-models the Guiding Principles and Core Values of Crimson Hospitality, and ensures that the employees practice the same.
• Performs any other duties and tasks that may be assigned by immediate superiors from time to time.

Job description

Crimson Resort & Spa Mactan in Lapu-Lapu City, Philippines, is seeking a Front Office Agent to handle guest registration, check-out, cashiering and foreign exchange under the supervision of the Front Office Supervisor. The role includes assisting guests with queries and requests to ensure a seamless stay.

The position requires knowledge of room types, upselling, and strong customer service. You will maintain guest history profiles and coordinate with departments to deliver personalized service