The main goal of any business is profitability, and this is closely related to the creation of customer loyalty, which depends on the degree of satisfaction experienced by the guests during their stay. The Kuwaanu is therefore the cornerstone of a highly personalized service that guarantees high quality standards.
Daily checking of all arriving and departing guests and liaise with relevant Teams for confirmation
- Pre-Arrival check list must be complete for every arrival guest.
- Kuwaanu allocation will be complete for three days in advance and it must be followed properly.
- Greet arriving guests, complete the check-in procedures and registration cards and update in the computer system.
- Arrange, record, deliver and charge all special requests for arriving guests.
- Meet guests during breakfast time and ensure that they are well served. If guests do not arrive for breakfast, call them to check but make sure they are awake.
- Be familiar with room amenities including room layout, types of villas, “BAR”rate ,structure etc.
- Brief all VIP guests’ needs to CVH, AFOM,RM on their arrival.
- Communicate all movements of guests to all Resort outlets, ensuring excellent service and recognition.
- Be able to understand guests needs and interact with poise and composure, even with guests with high expectations.
- Ensure all requests are met and followed up. Practice “CAN DO” philosophy and if faced with difficult situations, seek help from CVH/ AFOM. Explain to guest that you will get back with assistance in the soonest possible time.
- Handle all guest complaints, enquiries, comments and log them and initiate appropriate action and follow up. (Service Recovery, where appropriate).
- Organize guest activities, restaurant and Spa bookings whilst at the resort, including being on call for any special requests.
- Create extra exciting moments for guests at every opportunity, including recognizing and celebrating their birthdays, anniversaries etc.
- ONLY for royalties, high profile and celebrities Offer including packing, unpacking, organizing guest belongings, clothes pressing, laundry management and description of room amenities.
- Buggy request by the Guest must be fulfilled by Kuwaanu.
- Ensure all guest postings are carried out correctly with accurate paperwork completed for accounting purposes.
- Ensure guest profiles are updated correctly on check –in and after check out.
- Take extra note of all guest wake-up calls, record them correctly and follow up to ensure they are carried out effectively.
- Maintain up to date information on facts and figures on country, tours, sightseeing and points of general interest and make necessary bookings when requested by guests.
- Sell, up sell and cross sell all Spa, Gallery, Elements and F & B facilities.
- Attend daily and /or weekly briefings and make effective contributions to the Team.
- Have knowledge on proper beverage and food serving etiquette.
- Departure letter should be printed by Kuwaanu for all his/her guests which should be checked by chief Kuwaanu or AFOM
- All departure letter should be signed by Chief Kuwaanu/AFOM.
- All arrivals and Departure should be escorted by Kuwaanu.
- Follow proper LSOPs, LQA standards to best of abilities.
- Undertake any other reasonable responsibilities and requests by guests and management.