Italian & German Language Specialist
Sobre el trabajo
Job Brief
This role includes following areas and activities. At Management discretion, direction may be given for tasks outside the scope of work described.
DUTIES AND RESPONSIBILITIES:
- At all times offer graceful, personalised and caring service towards all guests as you are an ambassador of the Constance Moofushi Resort Maldives service philosophy
- At all times exhibit good posture and an elegant demeanor, and speak in a polite and attentive manner
- Always address the guests with their name, keeping eye contact and smiling
- At all times take ownership of guests request and do not refer guests elsewhere
- At all times adhere to the grooming and etiquette standards of the resort
- Always display punctuality and good attendance as an act of responsibility towards the guest service and towards your colleagues
- Always be courteous, considerate, supportive and respectful towards other team members of FO and rest of the resort. Treat others as you would like to be treated.
- Ensure to keep yourself updated with the role of FO in Fire, Tsunami and First Aid standards, through trainings
- Attend all the trainings that you are assigned to within your department or on a resort level
- Be knowledgeable of all resort facilities and of your job duties
- Be knowledgeable of all department and general SOP’s relevant for your job tasks
- Be knowledgeable about daily MAT operation
- Attend the daily briefing and keep yourself informed about all arrivals of the day
- Check and ensure that all traces and guest requests for future arrivals have been pre arranged by coordinating with other departments and place the same information in traces
- Ensure that all arrival guests whose contacts details are known (repeaters, direct bookings) are contacted 1 week prior to arrival in order to anticipate the resort experience and offer pre-arrival assistance if needed
- Handle seaplane arrivals and departures as per training given
- Ensure that all arrival guests receive a welcome as per resort standards
- Ensure that all departure guests receive a farewell as per resort standard
- Ensure that all back to back arrival and departure guests and room moves are handled as per resort standards
- Always be aware of guests arriving, in house and departing who pertain to your language specialty and assist them whenever this is necessary
- Ensure all the guests that you have checked in, pertain to your language specialty or assigned to you by GSS or FO & GRM are contacted with courtesy calls as per resort standards
- Establish and maintain relationship with guests during their stay through eventual site inspections, courtesy calls, assistance during the stay and visits in outlets
- As a person in close relationship with the guests during their stay, actively collect guest preferences and pass them on to the Reservations and Profile Coordinator
- To handle and follow up promptly guest issues or requests as per resort standard
- Keep Guest Relation Desk in Reception Area manned at all times
- Promote and execute the booking of restaurants, private functions and excursions
- Ensure that all daily guest information documents are completed in timely manner (daily newsletter, various confirmation letters, etc)
- Coordinate the printing of designated guest documents
- Coordinate with Porters the transfer of the guests and their luggage whilst in resort
- Provide support and assistance to Reception, Telephone Operators and Porters when required.
- Escort guests for excursions if and when required by GSS or FO & GRM
- Assist Sales and Marketing Coordinator with site inspections/ hosting’s when required.
- Use communication tools in place to follow up on all guest arrangements or requests (WISH traces and Lotus calendar)
- Maintain the order and cleanliness of the Guest Relations/Reception and Reception Lounge areas.
- To be knowledgeable of all resort facilities and of booking procedures for restaurants, excursions and private functions
- To be able to provide resort arrival information
- To be able to assist FO Team members when necessary and if required by GSS or FO & GRM
- To organise reception counters at beginning of each shift with necessary supporting documents and resort information
- To be familiar with all Constance Moofushi Resort Maldives FO procedures and standards, and act accordingly
- To be familiar with all WISH functions necessary for daily FO tasks
- To be able to use correctly all cashier functions (as per cashier training list signed off)
- To be able to maintain the sufficient cash float in a proper manner
- To be familiar with all resort rates
- To be able to take reservation requests in case of absence of Reservation Coordinator
- To be familiar with all room types, VIP levels and amenities
- To be able to understand MAT list and basics of MAT operation as necessary for daily Reception tasks
- To be able to read and understand reservation summary, complimentary forms and vouchers
- To have basic knowledge of airlines and ticket handling procedures
- To be able to follow up on guest lost luggage situations
- To be able to organise all resort arrivals and departures according to the established procedures
- To maintain Reception area and back office cleanliness at all times
- To be able to handle room moves, back to back arrival rooms and check outs without delay and according to the established procedures
- To be able to prepare back to back and room move list
- To follow up of daily traces
- To be able to complete BED TAX report on daily basis
- To strictly follow billing instructions mentioned in reservation summary, COMP forms or check out alerts
- To be able to use key system
- To be familiar with “safety box open in guest room” procedure
- To be able to drive the resort buggies as per standard
- To continually keep Lotus calendar updated in order to be able to follow up on guest requests and organize desk operation
- Ensure that guest bills are delivered to them accurately and the evening before departure
- Ensure that guest messages, faxes and parcels are delivered through the Porters or through Reception Host if necessary
- Departamento: Administración
La empresa
Constance Hotels and Resorts is the pioneer of luxury hospitality in the Indian Ocean, providing exclusive experiences to our guests through passionate employees and tailor-made services. We share our idea of luxury through our art of living: experience the finest moments in life in settings of pure beauty, without ostentation.
Our passion is driven by turning guests’ dreams into unique emotional experiences, exceeding their expectations.
We are a high-performing family, dedicated and determined to excel ourselves in our services.
Our passion has made us the leaders of luxury hospitality in the Indian Ocean and beyond.
Proud winner of a multitude of prestigious awards and accolades, at Constance Hotels and Resorts we believe in team work, innovation, creativity and excellence without forgetting our multi-cultural heritage.
Be part of our excellence, be part of Constance Family.
