Seasonal Hotel Guest Service Host - LEGOLAND Parks

Key Objectives:

• Checks house status - check supplies to ensure that stock is enough for the expected business within the covered shift and/or for the day.
• Obtains briefing from previous shift on outstanding matters requiring further attention.
• Prior to arrivals, prepares all needed documents (key cards, welcome folders, etc.) to facilitate check-in.
• Performs check-ins and check-outs efficiently, ensuring guests’ satisfaction.
• Acknowledges and welcomes guests as soon as guest enters the hotel lobby area
• Assists Guest and Kiosk for the following:
• Guest reservation
• Guest history
• Guest Check-in
• Guest Check-out

Specialized instructions:

• Assists guests in completing registration, reviewing entries to ensure important details are included. Responsible for following up on incomplete details. (Ex: Emails & Payment)
• Directs guests to appropriate lifts and coordinates with Bell staff to bring guests luggage to the room.
• Review shift reports.
• To check in guests according to procedure.
• To handle room keys according to the procedures.
• To be alert and ready without any delay always to provide immediate attention for approaching guest.
• To be discreet when giving guests names and room numbers.
• To attend departmental meeting and training programmes when requested by the management.
• Reports to Guest Service Assistant Manager of guests’ complaints immediately. However, should handle minor ones so as not to delay the guests at the Kiosk.
• To check out guests and make sure guest settles all bills upon departure.
• To carry out any other related duties as assigned by the immediate manager.
• Must be familiarize with all necessary operational components: Kiosk, ALICE, Radios, Opera, Key System (VingCard) Google Nest.
• Must be able to know all Food and Beverage outlets; operational times to be able to recommend to guests.
• To report for duty on time wearing the correct uniform and name tag always.
• Take extreme care with personal grooming in order to maintain a consistently high level of professional appearance.
• To make sure that all Risk Assessment hazards are complying.

Lost and Found:

• Beware of Lost and Found procedures, at all times.
• Immediately reports and turns over lost and found items, always.
• Inform the Guest Service Assistant Manager if valuables are left in the open. Always follow standard procedures in handling this and similar situations .

Care of Equipment:

• Ensures proper maintenance of equipment in the area of assignment
• Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area

Others:

• To extend fullest co-operation to working colleagues and to coordinate and work closely with the Guest Services Assistant Manager, Bell/Valet Service, and all other departments within the Hotel.
• To maintain cleanliness of the Kiosk area always.

Communication:

• Interact with other departments to provide additional or specialized guest services.

HSS: 

• Ensures internal compliance with maintenance, safety and security procedures by following established ASTM (American Society for Testing & Materials International), NEC (National Electrical Code), NSF (National Science Foundation), OHSA as well as state and local codes.
• Ensure full compliance of policies and procedures set forth within the Health, Safety & Security in the workplace and in line with the Merlin Entertainments Group Policy.
• Understand risk assessments within own workplace and ensure reporting of any new risks to appropriate manager.
• Compliance of safe working procedures for work activities within one’s job role, but cognizant of the effects on others prior to the activity/function. 
• In cases of incidents or accidents ensure appropriate reporting is done in a timely manner to the duty manager.

(Subject to change pending Hotel Operational needs)