Wellness Concierge (Local Talents Only)

Job purpose:

Assist guests professionally across all Guest Experience areas, ensuring high service standards.

Anticipate guest needs and consistently exceed expectations.

Promote Jayasom's wellness and sustainability culture by leading through example.

Key operational responsibilities Wellness concierge:

Participate in daily briefings and maintain open, effective communication with the team.

Build strong, professional relationships with guests to ensure exceptional satisfaction.

Deliver a seamless guest journey from pre-arrival to post-departure.

Manage pre-arrival arrangements, room allocation, and VIP preparations in line with guest preferences.

Coordinate with Resort Caretakers to ensure rooms, amenities, and welcome details are ready on time.

Handle guest requests, inquiries, and complaints promptly and professionally, ensuring full satisfaction.

Manage pre-check-out processes, verify billing accuracy, and complete necessary adjustments.

Liaise with all departments to ensure smooth operations and high service quality.

Prepare and share daily departmental reports and update guest records accurately.

Ensure welcome areas are always clean, organized, and presentable.

Support and collaborate with other resort departments as needed to enhance the guest experience.

Key operational responsibilities Reservations:

Gain a strong understanding of Jayasom's distribution structure, rate strategy, and ARI (Availability, Rates & Inventory).

Master room categories, amenities, wellness programs, and resort facilities to match the right product to guest needs.

Handle all reservation enquiries promptly and professionally, striving to convert enquiries into confirmed bookings.

Apply effective selling and upselling techniques to maximize occupancy and revenue.

Monitor occupancy levels, booking trends, and market demand, escalating changes to department leaders.

Process reservations accurately across all distribution channels, ensuring no backlog and fast turnaround times.

Maintain up-to-date knowledge of property policies, procedures, and product updates.

Coordinate with Finance on credit policies, advance billing, and payment requirements.

Maintain accurate reservation records using paperless and electronic filing systems.

Communicate clearly and courteously with guests in English and the local language, delivering warm and efficient service.

Job requirements:

Diploma or Degree in Hospitality Management (preferred).

Proven experience in a similar reservations or guest services role, preferably in a luxury environment.

Experience working with multicultural teams; pre-opening experience is an advantage.

Strong knowledge of front office operations, reservations, room control, and luxury service standards.

Excellent communication, guest service, teamwork, and ownership mindset.

Creative, resourceful, and solution-oriented with strong problem-solving skills.

Familiarity with hotel information systems and reservation platforms.

Strong organizational and time management skills with global and cultural awareness.

Positive, friendly, flexible, reliable, and empathetic attitude with high work ethics and integrity.