Maintains accurate guest records, logs, and reports

Adheres to company policies and standard operating procedures

Effectively handles in-person, phone, and online inquiries

Responds promptly to guest requests, concerns, and inquiries

Ensures timely follow-through and resolution of issues

Delivers a high level of guest satisfaction

Receives positive feedback or minimizes complaints

Processes guest arrivals and departures accurately and efficiently

Minimizes guest waiting time

Accurately handles reservations (walk-in, phone, online bookings)

Accurately processes payments, billing, and issuance of receipts

Accurately processes payments, billing, and issuance of receipts

Maintains zero or minimal discrepancies

Demonstrates strong knowledge of rooms, amenities, packages, and promotions

Effectively upsells or recommends appropriate services to guests

Addresses complaints professionally and effectively

Maintains composure and professionalism under pressure

Exercises sound judgment within assigned authority

Escalates issues appropriately when necessary

Coordinates effectively with housekeeping, maintenance, security, and other departments

Ensures smooth execution of guest services and room readiness

Works collaboratively with team members

Contributes to a positive and supportive work environment

Demonstrates professionalism, courtesy, and warmth when welcoming guests

Creates a positive first impression consistent with the resort’s service standards

Communicates clearly, politely, and professionally (verbal and written)

Reports to work on time and follows assigned schedules

Demonstrates reliability and accountability

Maintains proper grooming and complies with uniform standards

Demonstrates honesty, professionalism, and accountability in all tasks

Takes proactive steps to assist guests and improve service delivery

Adjusts effectively to changing guest demands, peak periods, and operational challenges