Job Summary:
This position is responsible for delivering warm, personalized, and professional service to all guests, especially those staying in executive rooms. The focus is on guest recognition, seamless check-in/out, upselling, and enhancing the guest experience to ensure a memorable stay at JA Resorts & Hotels -JA Ocean View Hotel.
Duties & Responsibilities:
Greet and check in guests following JA Resorts & Hotels standards
Bid farewell to departing guests professionally
Offer welcome drinks and cold towels upon arrival
Manage and prioritize guest flow for check-in and check-out
Ensure personalized service during arrivals and departures
Meet daily targets for room/meal plan upselling and cross-selling
Actively assist and engage with guests in the lobby
Provide accurate information about resort facilities and services
Promptly handle guest inquiries, comments, and complaints
Ensure DTCM data entries are accurate and timely
Coordinate with other departments for smooth service delivery
Promote JA Discovery loyalty program and enroll guests
Complete all assigned tasks and follow up on traces
Anticipate and fulfill guest needs proactively
Ensure lobby cleanliness and assist with evening rituals (e.g., candle lighting)
Escort VIP guests to their rooms upon arrival
Arrange for guest celebrations and special occasions
Follow up on guest well-being reports with calls or in-person checks
Ensure guest invoices are delivered with departure letters
Conduct resort show rounds to familiarize guests with facilities
Assist with planning guest activities or itineraries
Stay updated on all resort services, hours, and events to provide accurate guest information
Experience & Skills:
Minimum 1–2 years of experience in Front Office or Guest Relations in a 4- or 5-star hotel
Experience in handling VIP guests and providing personalized service
Strong knowledge of hotel systems
Confident in upselling rooms, meal plans, and promoting loyalty programs
Excellent interpersonal and communication skills
Warm, welcoming, and professional demeanor
Strong problem-solving skills and ability to remain calm under pressure
High level of attention to detail and guest preferences
Ability to multitask and manage guest flow efficiently
Well-groomed with a strong sense of hospitality etiquette
Familiar with DTCM guest data entry procedures and compliance
Team player with the ability to coordinate with multiple departments
Flexible with shifts, including evenings, weekends, and holidays
Good command of English; additional languages are an advantage
