Job Description

Job Summary MINIMUM REQUIREMENTS

• Minimum of 3 years' experience in a luxury hospitality environment.
• Outstanding customer service and communication skills (spoken and written).
• Ability to communicate effectively with people at all levels.
• Enthusiastic, positive personality with strong relationship-building skills.
• Exceptional multitasking and problem-solving abilities in fast-paced environments.
• Keen eye for detail.
• Experience in guest complaint handling and consistently going the extra mile.
• Flexibility to work various shifts, including nights.
• Valid driver's license.

ACCOUNTABILITIES

• Deliver a flawless 5-star luxury guest experience with authentic emotional connections.
• Take ownership of guest requests, ensuring completion and satisfaction.
• Optimise communication and adapt to support a seamless guest journey.

KEY RESPONSIBILITIES

• Create personalised guest itineraries, manage bookings, and offer thoughtful recommendations.
• Confidently handle all front desk operations, including arrivals, checkouts, and billing.
• Provide butler services, including VIP setups and special arrangements.
• Demonstrate knowledge of food and beverage, cocktail making, and basic cooking.
• Drive revenue through upselling and cross-selling opportunities.
• Communicate clearly with all teams to ensure efficient service delivery.
• Look for opportunities to surprise and delight guests, exceeding their expectations.
• Maintain service standards during every guest interaction.
• Record and deliver packages for guests and colleagues accurately.
• Ensure front hall coverage at all times to warmly welcome guests.
• Perform room checks and ensure accommodations meet high cleanliness standards.
• Represent the property positively in the local area to strengthen market presence.
• Pay attention to guest preferences and update profiles accordingly.
• Cover night shifts, including assisting with night audits.
• Hands-on approach to ensure seamless service and operations

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