Amari Host

The Amari Host is a warm and uplifting destination host. The Amari Host makes the guests’ stay more convenient, relaxing and enjoyable by actively engaging the hotel guests to enhance their experience of the hotel’s services and products and by providing pertinent destination information and arrangements. The Amari Host’s goal is to be the guests’ first point of contact for a majority of their interactions.

The Amari Host displays an outgoing personality with an excellent command of English, is well-groomed and wears a uniform distinct from those of the other FO Team Members to be easily recognizable. The Amari Host is primarily based at the Hotel Lobby but is also frequently seen walking the property and outlets engaging guests.

To support property head, Front Office & Food & Beverage following guests feedback and communicate effectively with the respective Head of department and implement actions to improve results.

Main Duties & Responsibilities

General

• Primarily located in Lobby area but also moves around the hotel (Library & outlets & pool) to actively engageguests and enhance their stay with advice and arrangements by conversing with guests re their stay and related needs. Is almost entirely Front of House orientated.
• Actively listens and responds positively to guest questions, concerns, and requests using brand or property specific processes to resolve issues, provide information and arrangements thereby delighting the guest and building trust in the Amari.
• Proactively seeks out guests and addresses their service and info needs in a professional, positive, and timely manner.
• Assists and communicates with other Team Members to ensure proper service coverage and prompt guest service. Ensures Amari Host is available to answer queries throughout the hotel.
• Is aware of daily arrivals, VIPs and special requests through daily meeting with MGR and/or MFO.
• Welcomes and acknowledges every guest with a smile, eye contact, friendly verbal greeting and uses guest name whenever possible.
• Logs guest interactions in order to report to Management and to ensure guest profiles are updated with guest preferences in terms of info and interests.
• Proactively bids farewell to departing guests, seeks to get feedback from their stay and encourages them to return to the property.
• Offers departing guests a name card in order to allow them to get in touch with someone at the property in the future (to book a future stay, to inquire about lost & found, etc.).
• Reports issues and trends to Management in order to gain support and enhance service offered.
• Ensures guests with disabilities are entirely comfortable and ensures all departments and Management are aware.
• Maintains and competently uses a PC Tablet (Samsung) to provide instant answers to guests’ queries.
• Ensures the PC Tablet is loaded with updated documentation (i.e. a living database) re relevant internal information, local attractions, excursions, restaurants, golf and events in a format that is easily updated and uploaded at regular intervals (at least monthly). Information available follows the requirement trends of the guests and focuses both on foreign visitors’ and national guests’ needs. Information is available in local language and English wherever practical.
• Ensures PC Tablet Wi-Fi connectivity at all times for instant access to assist guests with their queries.
• Works with MGR and MFO to ensure Medallia / Revinate comments are updated in guest profile for return-guest reference.
• Maintains a good relationship with 3rd party service providers (e.g. excursions, golf, restaurants etc.)
• Is knowledgeable of Hotel’s F&B offerings and special events, banquets and meetings products
• Is fully knowledgeable of, and can actively recommend, Massage and Spa treatments, products and operating times.
• Is fully knowledgeable of and actively promotes Fitness Gym, Pool with opening times and services and machines available.
• Is competent with Opera FO functionality and can assist whenever required
• Is able to provide basic assistance with technical questions relating to guest internet connectivity, iPad, telephone and the TV system
• Is knowledgeable of local and national events (e.g. Songkran, Loy Krathong events and etc.)
• Supports a socially responsible atmosphere by joining in hotel CSR Team and an awareness within his/her area of responsibility
• Actively listens to and considers the concerns of other Team Members, responding appropriately and effectively.
• Supports all co-workers and treats them with dignity and respect.
• Partners with and assists others to promote an environment of teamwork
• Reports work related accidents, or other injuries immediately upon occurrence to manager/ supervisor.
• Follows Company and departmental safety and security policies and procedures to ensure a clean, safe and secure environment.
• Follows property specific procedures for handling emergency situations (e.g. evacuations, medical emergencies and natural disasters).
• Maintains awareness of undesirable persons on property premises.
• Protects the privacy and security of guests and co-workers.
• Ensures uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Maintains confidentiality of proprietary materials and information.
• Protects company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Performs other reasonable job duties as requested by Superiors / Management.

Front Office Tasks

• Supervises and participates in serving guest at the Front Desk according to standards.
• Ensures all guest requests and complaints are handled appropriately adhering to the hotel’s general guidelines for service recovery.
• Ensures all opening and closing duties are implemented in accordance with established standards.
• Approves rebates within the amount parameters as specified by the hotel’s policies & procedures.
• Ensures the correct implementation of all cash-handling procedures.
• Coordinates with Housekeeping concerning room status and others.
• Checks guest history, arrival list and ensures all routing and special instructions are properly implemented.
• Conducts daily shift briefings and logbook handover.
• Follows up on work and maintains logbook.

Job Type: Full-time

Pay: RM2,500.00 - RM2,800.00 per month

Benefits:

• Dental insurance
• Health insurance
• Maternity leave
• Meal provided

Schedule:

• Rotational shift

Expected Start Date: 11/30/2024