Is directly responsible for the day to day key processes in his/her area of work
Assumes training responsibilities when required; demonstrates a high degree of standards awareness
Displays warmth, care and genuine enthusiasm when dealing with both external and internal guests; lives the Golden Rule.
Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals.
Adheres to the hotel’s code of conduct and grooming & hygiene standards.
Is seen as working hands-on, assists colleagues in crunch times.
Actively participates in briefings and meetings; facilitates communication between employees and management.
Maintains a clean and orderly work area and promotes a safe working environment.
Performs any other cognate duties as and when required.
Greet guests in a friendly and courteous manner, welcoming them to the Hotel
Open automobile and assist guests from the automobiles or getting into automobiles
Assist Limo/Taxi drivers in unloading, loading and tagging of luggage for guests
Offer directions to guests to areas of the Resort by escorting towards the check in location, whether it be the Welcome Lounge, O Bar, or the guests’ villa
Ensure smooth flow of traffic in and out of the driveway
Issue all Radios & microphone and ensure all are in good working order.
Check all buggies & rain covers for damage at the start and end of shift and report any damage to security and Duty Manager
Keep the bell closet clean and luggage is properly tracked
Use Opera to understand all guest preferences and follow up to ensure all preferences are met.
Update the GSA & Porters on any changes in arrivals/departure information or pertinent information.
Work with the GSA supervisor to make schedules and ensure coverage of the front drive.
Ensure adequate stock of luggage tags, cleaning supplies and other operating equipment and alert the duty manager when items are needed.
Issue valet claim tickets to all guests for valet parking and address them by name once known
Provide details resort tour and resort orientation with full knowledge and explanation of all outlets and guest services
Escort all arriving guests to their room, handling their luggage with care and efficiency and presenting the in-room orientation in compliance to Four Seasons Core Standards. Use and understanding of the necessary tools such as Opera Arrival Reports.
Assist departing guests with luggage, transportation requirements, etc. in compliance to Four Seasons Core Standards
Store and retrieve guests luggage and belongings when necessary and issue appropriate baggage claim tags
Luggage, Messages, Faxes and packages are delivered to guest rooms with urgency at all times in accordance to the Four Seasons Core Standards
Run errands for guests and the concierge staff
To call guests by their names and remember return guest’s names
Assist the valet and limo staff in welcoming all arriving guests
Front Door, Front Drive, Storage areas to be kept free of debris and clutter at all times
Provide directions and general information to guests when required.
Must be aware of all operational hours, facilities and services available in the hotel
Coordinator role of dispatching guest calls and requests and treating them within the Four Seasons Standard.
Review all materials concerning daily events, i.e., return guests, VIPs and function sheets and be well informed at all times
Assist the Guest Service Supervisor in any request with efficiency and urgency for the guest
Handle a guest room change request
Project an image of friendliness, professionalism and willingness to provide personalized services to guests and fellow employees at all times
Work closely with the Front Office, Valet and Limo drivers and assist in the arrivals and departures of guests
Ensure all buggies, buggies covers and materials are polished and kept clean at all times
Work closely with the overnight staff in ensuring a smooth arrivals and departures of the late night arriving and departing guests, as well as the early arrivals and departures
Remember the needs and requests of regular guests as well as names and preferences of return guests
Coverage of the front door at all times
Retrieve guest laundry from guest rooms and deliver it to the laundry
Ensure jogger’s amenity is set-up daily during the day and evening in accordance to the Four Seasons Core Standards
During rain and cyclone, ensure there are enough umbrellas at the drive for guests and precautionary measures are taken, including but not limited to the placement of the floor mats
Responsible for the printing and delivery of newspapers to guest rooms should the front office need assistance
Perform tasks and duties as directed by the management of the hotel
The ability to secure cars and handle all keys properly
Project an image of friendliness, professionalism and willingness to provide personalized services to guests and fellow employees at all times