Guest Experience Attendant
Position Summary Expectations - Duties, Responsibilities
Location: Koh Rong
- Providing a courteous, professional, efficient and flexible service consistent with the standards of Song Saa Private Island.
- Maintain a high level of knowledge about Song Saa Private Island facilities, guest experiences and services. To be prepared to answer any guest enquiries and questions. A constant source of information offering their assistance to all guests and colleagues.
- Enhance the guest experience by providing a professional and informed contact for the guest to liaise with during their stay. Overseeing daily guest communication.
- Preparing the guest personalized itinerary.
- Servicing all guest requirements and be a source of information on guest activities, experiences and food & beverage.
- Be an accessible representative for guests, directing all guest comments and feedback to relevant departments.
- Resolving guest complaints to the guest’s satisfaction within your level of authority, ensuring these issues are feedback to the staff to ensure that these incidents aren’t repeated
- Upholding the company beliefs and Brand DNA at all times to maximize guest satisfaction.
- Qualification & Experiences:
- A minimum of 2 year’s experience in a similar role in a 5star luxury hotel/resort environment.
- Strong problem solving skills, ability to handle difficult situations and guests.
- Excellent English communication and interpersonal skills.
- Able to live in a remote location and appreciation for island lifestyle.
- Is able to work in any given shifts.
- Ability to work in a remote location of island life
- Knowledge & Competencies
- Highly motivated and good interpersonal skills
- Easily adapt to unpredictable events and work under pressure
- Ability to remain calm during challenging situations.
- Pro-active and reliable
- Customer Focus
- Team Work
Housekeeping Supervisor
Position Summary Expectations - Duties, Responsibilities
Location: Koh Rong
- The Housekeeping Supervisor is responsible for daily supervision of the Housekeeping staff, quality service, guest satisfaction and safety.
- Supervises cleaning and assists in administration of Housekeeping services in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations.
- Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.
- Reports any deviations from policies, procedures, brand standards and regulations to management.
- Knowledgeable on hotel facilities and services to assist guests as appropriate.
- Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
- Impresses guests with quality and timely service in a pleasant and friendly manner.
- Properly sorted for washing and drying
- Properly counted, marked and sorted
- Properly cleaned and according to the corresponding laundry list
- Examine tear, stains and missing accessories due to processing and that these be remedied and replaced.
- Promptly and efficient collection and delivery.
- Maintains quality in cleaning and finishing and sees to it that systems and procedures are being followed.
- Ensures that all equipment is used and being cleaned properly, refer to the Executive Housekeeper any unusual sound or defects of the equipment.
- Maintains daily production report and sees to it that all equipment used at its maximum output not necessarily over loading the same.
- Helps in marking, sorting, spotting, etc. whenever necessary.
- Ensure cleanliness, proper handling and maintenance of work area and equipment.
- Responsible for resolving all operational problems that occurs within the section.
- Make certain that all assignments are completed by the end of all employee shifts.
- Ensures that the incoming shift is aware of the status of all assignments before the commencement of work.
- Checks and controls the quality of output from the Laundry as a whole.
- Ensures the availability and adequate supply of all housekeeping linen, F&B linen and uniforms as required.
- Ensures constant clear and open communication lines are kept with the Linen Room Supervisor in relation to their requirements.
- Ensures that at all times laundry equipment is kept in a clean state.
- Ensures that at all times the Laundry, as a whole is clean and organized.
- Ensures that adequate supplies of cleaning chemicals and supplies are kept at all times.
- Ensures that the logbook is read on a daily basis and all problems are resolved.
- Train new laundry staff in all operation and activities.
- Reinforce quality control on standard procedures for all laundry operations activities to ensure a consistent high and quality service.
- Delegate work to all personnel.
- At least 2-3 years experiences in the role of Housekeeping Supervisor.
- Knowledge of housekeeping principles and practices along with proper use of cleaning equipment and supplies.
- Ability to effectively and efficiently supervise staff, daily operations and resolve operational problems in compliance with policies and procedures.
- Ability to operate a computer, phone and other office equipment.
- Attention to details with good organizational and efficient time management skills.
- Previous experience of working on a luxury property.
- Able to stay on an island
Reservation Supervisor
Position Summary Expectations - Duties, Responsibilities
Location: Koh Rong
- Handling of all incoming calls to the resort standard with utmost care and courtesy.
- Handling of incoming reservations request via fax and email observing response time (all incoming correspondence to be responded within 24 hours)
- Completing of reservation forms with all accurate details prior to processing the same.
- Processing all reservations in Opera accurately, observing all necessary codes that are created to track statistical data.
- Follow up on missing details on reservations for completion.
- Filing of all reservations and related correspondence as per the set guide lines.
- Always check availability/blocking chart prior to confirming reservations and keep Assistant Director of Reservations & Revenue updated on any critical occupancy dates/situations.
- Controlling of room inventory/categories and tour operator allotments as per set standards.
- Always up-sell villa categories whenever possible.
- Always observe company policies, attendance and punctuality.
- Issuing of pro-forma invoices for TO / Direct advance bookings within the correct time frame giving sufficient time for revenue to follow up.
- Handle the agent commission process including raising the PR when needed.
- Help Assistant Director of Reservations & Revenue to conduct training for the team which might be required.
- Follow on payment for all paying bookings as per the resort policy.
- Follow up on missing details for all future bookings.
- Ensure all out going correspondence are in accordance with standard resort formats.
- All reservations related issues or difficulties to be brought to the immediate attention of Assistant Reservations Manager / Assistant Director of Reservations & Revenue.
- Complete reservations daily task list to ensure completion of all tasks, any unfinished tasks to be brought to the attention of the reservations assistant Manager.
- Assist Assistant Director of Reservations & Revenue /Assistant Reservations
- Manager in advance bookings correspondence check. Co-ordinate with relevant departments for special requests etc.
- Co-ordinate with transfers for guest transfers & updating of the blocking chart.
- Prepare / update / print all daily / weekly reports as directed by reservation Assistant Director of Reservations & Revenue.
- Assist Assistant Director of Reservations & Revenue with updating the rates and creating packages in the PSM Opera.
- Update rates, availability and offers in Brand website and OTA when requested by Assistant Director of Reservations & Revenue.
- Keep the reservations office tidy and neat at all times.
- Attend departmental /general training sessions / meetings as required.
- Perform any other duties as assigned by General Manager, Assistant Director of Reservations & Revenue, Assistant Director of Sales.
- The ideal candidate must possess the following knowledge, skills and abilities:
- Proven experiences in reservation role.
- Ability to use personal judgment and specialized knowledge to give people information.
- Communicate well with many different kinds of people.
- Ability to change easily and frequently from one activity to another - such as from typing, to searching in a directory, to using a telephone.
- Attention to details with good organizational and efficient time management skills.
Night Auditor
Position Summary
Requirements - Skills, Qualifications, Experience
Location: Koh Rong
JOB BRIEF
The Night Auditor is responsible for providing attentive, courteous service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. The Night Auditor is responsible for completing the audit process as detailed in the checklist. They will also audit all the daily activity and report to management and discrepancies. The Night Auditor is also responsible for all reservation and inquiry calls during their shift. He/she is expected to actively develop excellent service skills in dealing with clients, guests, and co-workers.
- The ideal candidate must possess the following knowledge, skills and abilities:
- High School diploma or equivalent.
- Excellent organization and time management skills.
- Ability to communicate clearly and effectively with customers, co-workers and managers.
- Knowledge of Microsoft Office, Internet and Property Management Systems
- Ability to work a flexible schedule, including weekends and holidays.
- Physical Requirements:
- Long hours sometimes required.
- Must be able to work nights and early mornings.
Laundry Supervisor
Expectations - Duties, Responsibilities
- Supervises and coordinates the activities of all laundry staff engaged in the processing of guest items, house laundry and pressing items
- Informs guest of discrepancies in count, defects or stains in their items prior to laundry and dry cleaning
- Ensure that guest items and staff uniforms are properly sorted, count, marked, and sorted for washing and drying, and promptly collection and delivery
- Maintains daily production report and sees to it that all equipment used at its maximum output not necessarily over loading the same.
- Ensure cleanliness, proper handling and maintenance of work area and equipment
- Ensures the availability and adequate supply of all housekeeping linen, F&B linen and uniforms as required
- Checks and controls the quality of output from the Laundry as a whole
- Resolving all operational problems that occurs within the section
- Reports such house linen and uniform discrepancies and defects, major problem to Executive Housekeeper
- Reinforce quality control on standard procedures for all laundry operations activities to ensure a consistent high and quality service
- Other duties as assigned.
- The ideal candidate must possess the following knowledge, skills and abilities:
- At least 2-3 years experiences in the role of Laundry Supervisor.
- Knowledge of laundry and housekeeping principles and practices along with proper use of cleaning equipment and supplies.
- Ability to effectively and efficiently supervise staff, daily operations and resolve operational problems in compliance with policies and procedures.
- Ability to operate a computer, phone and other office equipment.
- Attention to details with good organizational and efficient time management skills.
- Previous experience of working on a luxury property.
- Able to stay on an island.
