Location Overview
Join our team in Aman Nai Lert. Amid the skyscrapers of central Bangkok, Thailand's first urban Aman hotel and residences will rise from the verdant sanctuary that is Nai Lert Park. Here, history and nature will come together to tell a new Aman story, one entwined with the exceptional legacy of Thailand's revered Nai Lert family.
The Hosts oversee and direct all aspects of the guest experience function to achieve the highest possible guest satisfaction to all guests, under the general direction of the team and within the limits of established hotel and local policies and procedures. The Hosts are responsible for welcoming all guests to the hotel and overseeing each guest's experience throughout the journey as well as ensuring that personalised service is being provided while billing and other documentations are proceeded with accuracy.
- Responsibilities and Duties:
Please note that this is not an exhaustive list of everything that needs to be done. Aman employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:
General:
- To maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- To ensure that standards are maintained at a superior level on a daily basis.
- To maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- To perform all duties with discretion, professionalism and a pleasant demeanor.
- To maintain an image of professional service to all guests, team members and management.
Operational:
- To ensure standards are delivered at all times.
- To maintain complete knowledge of daily house count and expected arrivals/departures.
- To provide personalised check-in and personalised check-out procedures, including reservations and financial transactions.
- To check the daily arrival list for all guests with special attention details e.g. guest preference, special occasion, or special request. Recognize all returning and VIP guests and extend a warm welcome back gesture.
- To perform all tasks related to check in preparation prior to arrival.
- To communicate with housekeeping to ensure rooms are in perfect condition before guest arrival and working with all departments to meet guests needs.
- To perform check-in and accompany all guests to their rooms following the standards and procedures established by the hotel.
- To ensure all data is entered completely and correctly into the hotel systems in accordance with each reservation.
- To check the daily departure list for all guests. To prepare provisional bills and deliver them to the guests at least one day prior to the departure.
- To perform check out, to prepare bills and ensure all details are accurate before presenting to the guest and process billing payment procedure upon departure.
- To ensure all guests are greeted upon departure in a professional friendly manner.
- To maintain cashier float and ensures accurate daily report of all money received.
- To adhere to all cashiering procedures.
- To ensure all in-house guests are greeted in the lobby with a warm professional friendly manner and anticipate their needs before they arise and offer assistance at all times.
- To review designated in-house guest list and be familiar with guests names, preferences, movements and room locations.
- To accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
- To anticipate guests needs by learning their preferences, allergies, dislikes, etc. and log guest preferences, requests or complaints accordingly.
- To assist the guests with their requests and inquiries throughout the guest's journey. This includes but not limited to concierge recommendations, restaurant reservations, room reservations, and so forth.
- To keep accurate records of all arrangements and prepare confirmation for guests reference.
- To have a thorough understanding of all guest room features, amenities, in room facilities, hotel venues and emergency procedures and orienting guest with once escort all guest to their room.
- To maintain a full knowledge of packages and promotions available to guests.
- To remain approachable and visible in the guest's view throughout the guest's journey. To act as the key contact point for the guests and ensure to meet up with the guests daily to ensure their satisfaction or to learn if additional assistance is required.
- For any guest requests, follow up call to be made back to the guest to verify complete satisfaction.
- To communicate guest preference information to operational departments.
- To follow through the communication plans for guests (birthday and anniversary cards, letters, e-mails)
- To ensure that e-mail inquiries are handled in a timely manner.
- To be able to take room reservations when the Reservations Department is closed and accurately input into PMS.
- To handle guest complaints and follow up. Also ensure that all guest complaints are consistently logged accordingly.
- To liaise with other sections and/ or departments as well as necessary outside contracts to ensure excellent service delivery.
- To stay updated on what's happening in the hotel area and Bangkok to provide the guests with information. Be fully acquainted with the different points of interest within the surrounding area of the hotel and local attractions.
- To monitor guest satisfaction from direct feedback, comment cards or any online reviews and raise up to the Managers to follow up with the guest for further process of discussion to ensure we resolve guest concerns when necessary.
- To maintain exemplary department standards of behaviour, appearance, and attitude.
- To be flexible as the job changes and be able to work flexible hours, including weekends, holidays and evenings if necessary.
- To ensure integrity and confidentiality of information at all times
Safety and Security:
- To be fully aware of Hotel Safety Procedures.
- To fully understand and be able to utilise the code of discipline as a guide to maintain a safe and secure work environment.
Other responsibilities:
- To maintain a full working knowledge of the IT support tools used in the world of front office today, including property PMS, the Microsoft Office toolset.
- To have a full understanding of the SOPs in all concerned areas.
- To take personal interest and pride to ensure that the Hotel lobby area is always kept clean and in an orderly state.
- To monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- To complete the daily reports as required.
- To ensure that all administrative work is processed quickly and efficiently.
- To perform other duties and responsibilities as assigned by the direct managers.
