Amari Host / Guest Experience Assistant Manager

• Primarily located in the Lobby area to welcome the arrival guests and enhance their arrival experience
• Primarily located in Lobby area but also moves around the hotel’s facilities to actively engage guests and enhance their stay with advice and arrangements by conversing with guests.
• Actively listens and responds positively to guest questions, concerns and requests using brand specific processes to resolve issues, provides information and makes arrangements thereby delighting the guest and building trust in Amari.
• Proactively seeks out guests and addresses their service and information needs in a professional, positive, and timely manner.
• Welcome, assist, communicate and enhance VIP & Loyalty Members’ stay and experience including special request
• Master the knowledge and latest information of local destination, activities and events nearby to recommend the guests to explore the locale
• Assists and communicates with other Team Members to ensure proper service coverage and prompt guest services, perform service recovery within the empowerment grid to provide personalized solutions and satisfy guest request personally
• Welcomes and acknowledges every guest with a smile, eye contact, friendly verbal greeting and uses guest name whenever possible.
• Possess the operations excellence knowledge and skill to improve guest satisfaction
• Ensures guest profiles in Opera are updated with guest preference, feedback and special request details.
• Be accountable for all VIP and Loyalty Member’s special preferences and requests to be delivered or communicate and explain if the hotel cannot deliver or fulfil the requests
• Reports issues and trends to Management in order to gain support and enhance service offered.
• Proactively bids farewell to departing guests, seeks to receive feedback about the stay and encourages guests 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.).
• Ensures guests with disabilities are entirely comfortable and ensures all departments and Management are aware.
• Proactively use online source of information such as Google to find possible information for guests including to ease the language barrier with the guests
• Work closely with the hotel’s social media personnel to create, go through the standard proof-reading processes and post destination information on social media account of the hotel on weekly basis. Ensures that PC Tablet internet connectivity is activated at all times for instant access to assist guests with their queries.
• Works with MFO to ensure GSS comments are updated in guest profile for future reference.
• Together with MFO and Hotel Management to monitor Guest Satisfaction Survey and Feedback
• 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, Breeze Spa treatments, products and opening times (if applicable).
• Is fully knowledgeable of and actively promotes Kids Club (if applicable) and Fitness Gym with opening times and services and machines available.
• Is able to provide basic assistance with technical questions relating to guest internet connectivity, iPads, telephones and the TV system.
• Is knowledgeable of local and national events and general information.
• Supports a socially responsible atmosphere and awareness within 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 a manager/ Team Leader.
• Follows Amari 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).
• Protects the privacy and security of guests and Team Members.
• 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.
• Performs other reasonable job duties as requested by EAM / GM

Job Type: Full-time

Pay: From RM3,400.00 per month

Benefits:

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

Schedule:

• Rotational shift

Experience:

• Front Office: 5 years (Preferred)