Guest Service Ambassador

Job description for front office department. Job Title: Resort Reservation Officer Job Overview: As a Resort Reservation Officer, your primary responsibility is to assist guests in planning and booking their stay at the resort. You will be the point of contact for guests, providing excellent customer service while efficiently handling reservation inquiries, processing bookings, and ensuring a seamless experience for guests from the initial inquiry to their departure. Key Responsibilities: Reservation Management: Handle incoming reservation inquiries via phone, email, and online platforms. Provide accurate information about room availability, rates, and resort amenities. Assist guests in choosing the most suitable accommodations based on their preferences and needs. Process reservations and ensure all guest details are accurately recorded. Customer Service: Provide exceptional customer service by addressing guest queries, concerns, and special requests promptly and courteously. Build and maintain positive relationships with guests to enhance their overall experience. Communicate effectively with other departments to fulfill guest requests and ensure a smooth check-in/check-out process. Sales and Up-selling: Promote additional resort services, amenities, and packages to enhance the guest experience and increase revenue. Identify opportunities for up-selling and provide guests with information on available upgrades and special offers. Communication: Collaborate with the front desk, housekeeping, and other relevant departments to coordinate guest arrivals, departures, and special requests. Maintain clear and concise communication with guests, colleagues, and management. Record Keeping: Maintain accurate and up-to-date records of reservations, cancellations, and guest interactions. Generate reports as needed to track occupancy rates, revenue, and other relevant metrics. Technology and Systems: Utilize reservation management systems and other relevant software to process bookings and manage guest information. Stay informed about the resort's offerings, policies, and promotions to provide accurate information to guests. Qualifications and Skills: High school diploma or equivalent; additional education in hospitality or a related field is a plus. Previous experience in hotel or resort reservations is preferred. Strong communication and interpersonal skills. Proficiency in using reservation management systems and other relevant software. Ability to handle multiple tasks simultaneously and work in a fast-paced environment. Exceptional problem-solving and decision-making skills. Flexibility in working hours, including weekends and holidays. Overview: We are seeking a dynamic and experienced Guest Service Ambassador (Front Office) for our Five Star Resort. Customer Service  Delivers the service sequence and provide exceptional guest service at all times. Provides excellent service to internal customers as appropriate.  Be familiar with the Resort’s products and services and policies.  Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.  Maintains positive guest and colleague interactions with good working relationships.  Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.  Ensures that guest history records are accurately maintained and all repeat guests are pre-registered. Operational • Meets and greets all guests and assists with registrations. • Ensures the strict control of room keys. • Prepares welcome cards and keys for arrival FIT guests. • Ensures accurate knowledge of Resorts and the tourism in Malaysia. • Reports “Lost and Found” items. • Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the Resort and the satisfaction of Resort guests. • Supports and embraces the spirit of “We work through Teams”. • Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests. • Ensures an understanding on the sequence of duties related to Royal Family visits. Accords protocol with Royal Family visits.