Job Description
- Proactively offer guests assistance with baggage in any area of the property.
- Upon departure, thank guests and invite them back to the hotel.
- Orient guests to the property when escorting to guest rooms.
- ·Place luggage according to guest preference, provide guest room orientation, and offer further assistance before departing.
- Store and retrieve luggage for guests.
- Assist individuals and groups with check-in, checkout, and room changes.
- Deliver newspapers, messages, packages, mail, and other items to guest rooms, meeting rooms, and offices.
- Ensure property entrance, lobby, and bell closet areas remain clean and orderly.
- Utilize bell carts effectively and with caution. Ensure carts remain clean and in good condition.
- Request taxis and shuttles for guests, as needed.
- Notify Front Desk of VIP arrivals.
- Engage in conversation with guests at property entrance and in lobby areas.
- Maintain an alert position at post at all times.
- Work closely with the door and valet staff to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
- Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
- Work with Front Office Manager regarding hotel business to keep them informed.
- Maintain positive and professional communication with all staff.
- Provide recognition to others, including co-workers, supervisors, managers, and directors.
- Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
- Ensure a healthy and safe work environment for co-workers and guests.
- Be knowledgeable of property facilities, services, and hours of operation, in-house events, conferences, and amenities to proactively assist guests.
- Promote property outlets to guests.
- Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
- Resolve guest complaints using property procedures.
- Create a positive environment in which all employees have the ability to maximize their potential.
- Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
- Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
- Participate in Sound Check meetings on each shift.
- Always smile and offer a warm greeting to all.
- Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
- Take initiative to offer assistance throughout the property.
- Operate ethically to protect the Hard Rock brand.
- Utilize programs designed to help Save the Planet.
- Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
- Perform additional duties as requested by department managers and supervisors.
- Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
- Coordinate operations with other departments, as needed.
- Present a professional image to employees, guests, clients, owners, and investors.
- Review and develop guest history records to enhance personalized service for repeat guests.
- Maintain confidentiality of guest, employee, and company information.
About Hard Rock Hotel Desaru Coast
Escape to Malaysia’s ultimate destination for fun and entertainment at the Hard Rock Hotel Desaru Coast, conveniently located in Johor – Malaysia, driving distance from Singapore. The stunning resort provides an amplified experience for families, honeymooners, groups and business travelers alike by offering unforgettable amenities and unparalleled services.
This upscale hotel sits adjacent to one of the world’s biggest waterparks and overlooks its giant wave pool and man-made beach. Entry tickets to the waterpark can be obtained easily at the hotel. Get spoiled with Hard Rock’s stylish accommodations, live music and entertainment, collectible and merchandise, legendary memorabilia and an unmatched menu.