Buggy Driver

·      To ensure that the uniform provided is kept clean, presentable and in good condition, ensuring personal appearance and hygiene standards are an example for the team and demonstrate a professional image for our guests

·      To give and receive handover information at shift beginning and end in order to ensure effective communication

·      To ensure the safe keeping of pass keys

·      To ensure safe use of resort buggies

·      To check arrival and departure reports so as to enable anticipation and of guests needs

·      To log all arrivals and departures in the daily book and by using HotSOS whenever relevant, so as to enable an efficient follow-up in case of queries

·      To ensure that luggage or other items are delivered or collected from the guest’s room within the Company’s standard

·      To ensure that the hotel entrance lobby is clean and tidy              .

·      To ensure that the work place such as the luggage room and long term storage room is clean and tidy    

·      To greet guests, offering assistance in carrying items efficiently

·      To introduce guests to the Guest Service Agents for an efficient and personalised check-in

·      To deliver luggage or other guest items according to LQE standards

·      To ensure a warm “Farewell” to all guests leaving the resort, encouraging their repeat custom

·      To proactively engage with guests around the resort who may require buggy service

·      To follow instructions of Bell Captain to prioritise guest buggy service

·      To proactively engage guests while providing buggy service, enquiring about their satisfaction and identify upselling opportunities

·      To provide resort tour to guests

·      To ensure buggies are clean and in good repair at all times

·      To report any damage or repair needs to Bell Captain to arrange repairs

·      To proactively identify buggy charging needs to ensure they are ready for service at all times

·      To assist in answering the telephone, providing assistance when possible             

Customer focused

The colleague is genuinely pleasant, positive and helpful to both guests and colleagues, always striving to anticipate guests’ needs and exceed their expectations, as follows:

·         demonstrates confident, helpful and genuine behaviour with internal and external customers

·         anticipates guests’ needs and is sensitive to people from all cultures

·         is conscientious and always attentive to detail

·         goes the extra mile and strives to exceed guests’ expectations

·         has a natural, warm smile and a friendly and passionate approach

·         serves guests with a sense modesty and humility – gets things done quietly without unnecessary fuss.

Team player

The colleague demonstrates co-operation and trust with colleagues in his/her own team and across departments and works well as a team player to achieve results, as follows:

·         understands the service-profit chain concept (i.e. happy colleagues ð happy guests ð profit)

·         demonstrates co-operation within the team and with other departments

·         listens carefully and works well with other colleagues

·         uses resources efficiently

·         has a positive influence on others in the team and clearly enjoys working with people

·         demonstrates sensitivity to cultural differences and diversity, as appropriate.

Delivers their best

The colleague continually strives to do his/her best, is hard working. efficient and consistently performs well against the MOHG standards, policies and procedures, as follows:

·         has energy and a sense of urgency for his/her work

·         delivers on all expected MOHG standards

·         language and communication skills meet the needs of the role

·         open to feedback and self-development

·         resourceful, makes things happen and looks for ways to work ‘smarter’ (more efficiently)

·         always look their best and acts appropriately e.g. approaching guests, body language and eye contact.