Responsible for quality service and premium guest satisfaction. Ensures smooth operations appointed in the Recreation Department.
Checks schedule & ensure punctuality at work. Monitors and ensures smooth operations of the Kids Club and other sections appointed.
Ensures that service / items are prepared according to minimum standards and procedures. Follows all procedures set for closing and opening of a shift or a section.
Inspects work area, equipment’s and tools to ensure that these are clean prior to and after each shift. Ensures that all materials, equipment and machinery are properly used and regularly cleaned, in order to prolong usage.
Practices economy of paper supplies, electricity and water (practice recycling / re using whenever possible). Checks inventory in sections appointed for daily requisition.
At the start of the shift, checks / ensures that all needed equipment’s are ready and supplies are sufficient for the day’s operation.
Inspects the area ensuring that the cleanliness and orderliness are up to standard. Assists guests with information needed.
Operates all equipment in the Kids Club, including giving of tutorial assistance to guests on use of any of the facilities.
Collates all vouchers and bills made out to guests for accounting purpose. Greets guests upon arrival and ushers to the appropriate area.
Takes guests’ requests, making suggestions when required. Ensures personal knowledge of daily activities and other information pertaining to recreation.
Confirms guest satisfaction and coordinates appropriate action if needed. Immediately acts on complaints related to Kids Club operations.
Takes note of reservation requests by following the set standards. Contributes to revenues by consistently practicing suggestive selling / upselling techniques, per set guidelines.
Operates recommended system in accordance with procedures. Strictly adheres to audit requirements in terms of procedures and reports.
Prepares / generates sales reports at end of shift and submits to appropriate areas. Practices accident prevention measures.
Follows all garbage disposal procedures. Ensures personal grooming and conduct according to standards. Follows safe working practices : handles all equipment in the proper manner.
Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Safety and Security
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Report work related accidents, or other injuries immediately upon occurrence to manager / supervisor.
Policies and Procedures
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow company and department policies and procedures.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisor.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Engage guests in conversation regarding their stay, property services, and area of attractions / offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching / listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Thank guests with genuine appreciation and provide a fond farewell.
Assist other employees to ensure proper coverage and prompt guest service.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Answer telephone using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person / department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speak to guests and co-workers using clear, appropriate and professional language.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Provide assistance to coworkers, ensuring they understand their tasks.
Talk with and listen to other employees to effectively exchange information.
Working with Others
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with employees and / or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance / Quality Improvement
Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Payment / Cash Handling
Operates the recommended system in accordance with set procedures.
Strictly adheres to audit requirements in terms of procedures and reports.
Prepares / generates sales reports at end of shift and submits to appropriate areas.
Customer Service Orientation
English Language Proficiency
Telephone Etiquette Skills
Adaptability / Flexibility
High school equivalent
Related Work Experience
At least 1 year related work experience
No supervisory experience is required