Tracy Nthenya

· Check WhatsApp for Airport Guest Arrival updates and for any requests to be followed up

· Arrival message passing to arrival information group / informing lagoon bar about the drinks, updating arrival rooms status

Mailing Morning arrival dietary before 12pm, Evening dietary before 6Pm to F&B.

· Answering calls /Log sheet follow up

· Check the days daily guest issue log sheet for any pending requests

· Check previous day guest issue log sheet for any pending requests

· Updating registration cards to the system and updating registration card Check list (excel file) Give a proper handover to next shift

· Update the daily movement in daily work file, all the amendments that occur during the operation

· Profile check list for all same day arrivals and filling any missing information

· Passing any missing information to the team members everyday

· Remove all Departure Registration cards and bills / Move the Registration cards and Bills of Room moves / Places all Arrivals Registration cards and bill/ (Notify the Supervisor if any Departure or arrival Registration cards are missing)

· Prepare the Registration Cards for Next day arrivals

· Create Day Visit List and Create PFs

· Create PFs for the afternoon Departure rooms, If there is any arrivals to the same room

· Prepare garlands for next day arrivals

· Recording accordingly wake up calls to be given if any.

• Guest Messaging & Instant Response
• Monitor and manage Alliants messaging platform to promptly receive and respond to guest inquiries.
• Provide instant, personalized replies based on guest requests, ensuring a high standard of service and satisfaction.
• Call Handling – Internal & External
• Answer and direct external and internal calls with professionalism and courtesy.
• Maintain clear communication and accurate information flow between departments and guests.
• Wish System Coordination
• Utilize the Wish system to log and assign guest requests to relevant departments: Housekeeping, IT, Engineering
• Ensure timely follow-up and resolution of all requests, maintaining service excellence.
• Resort Group Updates & Follow-Ups
• Regularly update resort group chats or communication channels with pending follow-ups and completed tasks.
• Coordinate with relevant teams to ensure accountability and smooth operations.
• Emergency Call Management
• Receive and escalate emergency calls following resort protocols.
• Maintain calm, clear communication and ensure swift response from appropriate teams.
• Lost & Found Inquiries
• Handle lost and found requests with discretion and efficiency.
• Log items, communicate with guests, and coordinate with departments to locate and return belongings.
• Seaplane Timing Coordination
• Receive seaplane arrival and departure schedules.
• Share accurate timing updates with relevant teams (e.g., front office, transport, guest services) to ensure seamless guest transitions.

• Check WhatsApp for Airport Guest Arrival updates and for any requests to be followed up
• Arrival message passing to arrival information group / informing lagoon bar about the drinks, updating arrival rooms status
• Mailing Morning arrival dietary before 12pm, Evening dietary before 6pm to F&B Answering calls /Log sheet follow up
• Check the days daily guest issue log sheet for any pending requests
• Check previous day guest issue log sheet for any pending requests
• Updating registration cards to the system and updating registration card Check list (excel file) Give a proper handover to next shift
• Update the daily movement in daily work file, all the amendments that occur during the operation
• Profile check list for all same day arrivals and filling any missing information
• Passing any missing information to the team members everyday
• Remove all Departure Registration cards and bills / Move the Registration cards and Bills of Room moves / Places all Arrivals Registration cards and bill/ (Notify the Supervisor if any Departure or arrival Registration cards are missing)
• Prepare the Registration Cards for Next day arrivals
• Create Day Visit List and Create PFs
• Create PFs for the afternoon Departure rooms, If there is any arrivals to the same room
• Prepare garlands for next day arrivals
• Recording accordingly wake up calls to be given if any.

• Direct calls to guest rooms, departments or staff through the switchboard
• Use listening skills to obtain accurate and complete information from callers
• Logs all wake- up call requests and ensure all wake up calls are performed
• Promoting company products, services when appropriate.

• Direct guest or external calls to appropriate personnel and departments Assisting the front desk in carrying out guest check in and check out Updating guest passport information to the police report system Setting wake up calls and doing follow up call on time Assisting to carry out end of shift posting for reception Ensure completion of paper work and handling last night figures Take an extra mile to engage the guest and record feedback report
• Doing courtesy calls and reports as well as maintaining the standards of operation while dealing with guest and external callers

• Greeting and welcoming guest
• Inform guest about the days specials Arrange table and maintain tidy clean area Deal with enquiries and requests from guests
• Present menu and provide detail upon request by customer Up- sells additional products when appropriate
• Provide excellent customer service to guest
• Clear plates, cutlery/silverware from the tables to the stewarding area.

• Maintaining documentation of customer's inquiries and response Provide administrative and management support as required Answer inquiries of a general nature by telephone and in person Ensure completion of paper work, sign in within the given time
• Direct or route customer or calls to appropriate personnel Delivering prompt and professional solution to customers Provide feedback on the efficiency of the customer service process