Guest Experience
Rosewood Hotels and Resorts
Job Description OVERVIEW/BASIC FUNCTION: To contribute to the first impression of Manor Club guests and to be the link between those guests and the hotel; to oversee the guests’ needs during their presence at the Manor Club and help the guest with: reservations, check in and check out process, special requests, room and hotel outlets orientation, offering and serving food; dealing efficiently with guest complaints, anticipating guest needs. To be responsible for recording preferences and information so the guest recognition is ensured for his next visits in the Manor Club; to be responsible for maintaining high standards of the hotel when fulfilling his/her duties; to keep a critical eye on the Manor Club and pantry cleanliness, have a thorough knowledge on the functioning of room features, hotel facilities and equipment of Manor Club.
RESPONSIBILITIES: • Provides a courteous, professional, efficient and flexible service at all times, being always well groomed, clean and pleasant • Reports on duty on time, for the rosewood daily review as per schedule • Has a full knowledge of the Company Philosophy, Mission, Vision, core values, principles • Fully conversant with all services and facilities offered by the hotel • Takes notes of all the information, updates and instruction of the day before leaving the office and during daily reviews • Follows all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards • Logs-in Opera, Know Cross, Micros, Outlook obtaining all the information needed for the shift, reads all the experiences written in the handover of the previous day/shift in order to follow up on the guest experiences • Fully aware of all the relevant information of the guests arriving with Manor Club Access to be able to provide exceptional service • Welcomes the guest at the entrance of the Manor Club leaving the desk when the Guest approaches, welcome at the porte cochere for SAG Guests and guests arriving with hotel transportation • Conducts the check in in the fast and efficient manner following all the standards, liaising with bellmen for luggage delivery • Offers escort to the room for all the Manor Club arrival guests following all LQA standards • Takes care of the Manor guest´s requests and liaise with respective departments: laundry, wake up call, newspaper requests, etc. • Carries out checkout in efficient manner, offering luggage assistance and transportation • Wishes fond farewell to the guest at the Manor Club or porte cochere at the time of departure • Conducts All Opera related operations: check-ins/check-outs, room reservations, requests, changes, and cancellations, secure payment; verify and adjust billing, activate room keys, process all payment types, etc. • Informs housekeeping department the time desired for the daily cleaning and turn-down service • Fully conversant with accommodation features: layout, room type, location décor, in room facilities and equipment • Assists Manor Club guests with Concierge related information, transportation arrangement, etc. • Assists Manor Club guests with printing, scanning and faxing documents • Serves food courses and alcoholic beverages to guests • Fully aware of the menu, answers questions on menu selections, communicates with the kitchen regarding menu questions, the length of wait, recook orders, and product availability • Records transaction in MICROS system at time of order • Checks in with guests to ensure satisfaction with each food course and/or beverages • Picks-up trays and clean tables as needed to ensure a clean dining area. Maintain cleanliness of work areas, china, glass, etc., throughout the day • Follows all company and safety and security policies and procedures • Fully conversant with new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures • Has a thorough understanding and knowledge of use of the Manor Club equipment and techniques such as silverware and chinaware maintenance • Ensures that Manor club, pantry and surrounding area is kept clean and organized at all times • Completes opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors • Performs all his/her duties with the sense of priority and dedication • Monitors operating supplies and reduce spoilage and wastage. • Keeps a friendly environment attitude at all time • Hosts and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner • Serves our guests in a calm, discrete and courteous manner, respecting timing standards • Supports the other departments such as Front Desk, Housekeeping and Room service with their duties • Operates and coordinates with relevant departments when the Manor guests are in and out in the room and optimize service while the guest is away as often as possible • Anticipates guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day • Assists the supervisor in organizing the amenities, supplies, equipment requisition according to business level and replenish shortage when necessary • Handles guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests • Fills out the internal communication forms (amenities form, Opera reports, cashiering, etc.) • Helps with the update of the guest profiles in the system • Helps monitoring the stock inventory and to follow up on pending issues with the tracking system and store requisition forms • Understands and strictly adheres to the Rules & Regulations of the Company and the Hotel’s policy on Fire, Hygiene, Health and Safety • To attend and contribute to all meetings, Departmental and Hotel training as scheduled and other related activities • Undertakes any reasonable tasks and secondary duties as assigned by the Manor Butler supervisor • Projects at all times a positive and motivated attitude and exercise self-control • Carries out any other reasonable duties and responsibilities as assigned out of the list
QUALIFICATIONS: • Experience: Minimum 2 years’ experience at a similar level at a 5 star hotel. • Education: High school diploma • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. • Technical Skills: Thorough knowledge of hotel services and amenities; ability to compute basic arithmetic; provide legible communication and directions; ability to ascertain departmental training needs and provide such training; direct performance of staff and follow up with corrections when needed. • Language: Required to speak, read and write English, with fluency in other languages preferred. • Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. • Licenses & Certifications: None required.
RESPONSIBILITIES: • Provides a courteous, professional, efficient and flexible service at all times, being always well groomed, clean and pleasant • Reports on duty on time, for the rosewood daily review as per schedule • Has a full knowledge of the Company Philosophy, Mission, Vision, core values, principles • Fully conversant with all services and facilities offered by the hotel • Takes notes of all the information, updates and instruction of the day before leaving the office and during daily reviews • Follows all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards • Logs-in Opera, Know Cross, Micros, Outlook obtaining all the information needed for the shift, reads all the experiences written in the handover of the previous day/shift in order to follow up on the guest experiences • Fully aware of all the relevant information of the guests arriving with Manor Club Access to be able to provide exceptional service • Welcomes the guest at the entrance of the Manor Club leaving the desk when the Guest approaches, welcome at the porte cochere for SAG Guests and guests arriving with hotel transportation • Conducts the check in in the fast and efficient manner following all the standards, liaising with bellmen for luggage delivery • Offers escort to the room for all the Manor Club arrival guests following all LQA standards • Takes care of the Manor guest´s requests and liaise with respective departments: laundry, wake up call, newspaper requests, etc. • Carries out checkout in efficient manner, offering luggage assistance and transportation • Wishes fond farewell to the guest at the Manor Club or porte cochere at the time of departure • Conducts All Opera related operations: check-ins/check-outs, room reservations, requests, changes, and cancellations, secure payment; verify and adjust billing, activate room keys, process all payment types, etc. • Informs housekeeping department the time desired for the daily cleaning and turn-down service • Fully conversant with accommodation features: layout, room type, location décor, in room facilities and equipment • Assists Manor Club guests with Concierge related information, transportation arrangement, etc. • Assists Manor Club guests with printing, scanning and faxing documents • Serves food courses and alcoholic beverages to guests • Fully aware of the menu, answers questions on menu selections, communicates with the kitchen regarding menu questions, the length of wait, recook orders, and product availability • Records transaction in MICROS system at time of order • Checks in with guests to ensure satisfaction with each food course and/or beverages • Picks-up trays and clean tables as needed to ensure a clean dining area. Maintain cleanliness of work areas, china, glass, etc., throughout the day • Follows all company and safety and security policies and procedures • Fully conversant with new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures • Has a thorough understanding and knowledge of use of the Manor Club equipment and techniques such as silverware and chinaware maintenance • Ensures that Manor club, pantry and surrounding area is kept clean and organized at all times • Completes opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors • Performs all his/her duties with the sense of priority and dedication • Monitors operating supplies and reduce spoilage and wastage. • Keeps a friendly environment attitude at all time • Hosts and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner • Serves our guests in a calm, discrete and courteous manner, respecting timing standards • Supports the other departments such as Front Desk, Housekeeping and Room service with their duties • Operates and coordinates with relevant departments when the Manor guests are in and out in the room and optimize service while the guest is away as often as possible • Anticipates guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day • Assists the supervisor in organizing the amenities, supplies, equipment requisition according to business level and replenish shortage when necessary • Handles guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests • Fills out the internal communication forms (amenities form, Opera reports, cashiering, etc.) • Helps with the update of the guest profiles in the system • Helps monitoring the stock inventory and to follow up on pending issues with the tracking system and store requisition forms • Understands and strictly adheres to the Rules & Regulations of the Company and the Hotel’s policy on Fire, Hygiene, Health and Safety • To attend and contribute to all meetings, Departmental and Hotel training as scheduled and other related activities • Undertakes any reasonable tasks and secondary duties as assigned by the Manor Butler supervisor • Projects at all times a positive and motivated attitude and exercise self-control • Carries out any other reasonable duties and responsibilities as assigned out of the list
QUALIFICATIONS: • Experience: Minimum 2 years’ experience at a similar level at a 5 star hotel. • Education: High school diploma • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. • Technical Skills: Thorough knowledge of hotel services and amenities; ability to compute basic arithmetic; provide legible communication and directions; ability to ascertain departmental training needs and provide such training; direct performance of staff and follow up with corrections when needed. • Language: Required to speak, read and write English, with fluency in other languages preferred. • Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. • Licenses & Certifications: None required.
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