Front Office Trainee - Hospitality

The Programme

The Front Office Intern duty is to see that given tasks are carried out in line with service standards while comprehending the brand and product in order to complete tasks.  
 
The Front Office Intern will receive daily training on all important responsibilities within the sub-divisions. The individual will collaborate closely with teammates from other departments, as well as leaders, and will have direct contact with our guests. 
 
The Role:

• To fully support the Company's values and culture to ensure guest satisfaction. 
• To be fully familiar with the Forbes Standards and to follow these standards of service at all times. 
• To maintain a high guest service focus by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests. 
• To have a positive impact and take initiative while working closely with the team. 
• To maintain a high standard of appearance and personal hygiene at all times by adhering to the Capella Ubud, Bali Grooming Standards. 
• To report to duty punctually and consistently. 
• To have a complete understanding of and adhere to the resort's policy relating to fire, hygiene, health and safety and take necessary action when required. 
• To provide guests with friendly, efficient, accurate and polite service at all times. 
• To be flexible, responding quickly and positively to changing requirements including the performance of tasks requested of you in line with the training schedule. 
• To be able to coordinate with other departments, when necessary, ensures to maintain a strong relationship with the team. 
• To take direction from and carry out any requests by management in conjunction with work. 
• To always provide guests with an enjoyable and memorable experience. 
• To be able to deal with situations as they occur and redirect guest complaints in a professional manner and involve Supervisors, Duty Manager, Guest Experience Manager when necessary. 
• To sell the resorts' facilities and services by talking to guests about F&B events and excursions. 
• To attend and actively participate monthly communication meetings. 
• To keep excellent relationships with team, peers, and all other teammates of the camp. 
• To be able to work closely with key departments in arranging the requests inquired from guests such as Purchasing, Finance, Human Resources, Housekeeping, Engineering, F&B and Spa. 
• To ensure the Camp Post and Officer Tent area is clean and ready to welcome the guests at all times. 
• To ensure sufficient supply is available for daily operations and in-house guest enquiries. 
• To provide a personalized warm welcome to all guests arriving at the property by assisting in serving face towels and offering welcome drinks. 
• Have a thorough understanding of all guest room features, resort facilities and service amenities as well as emergency protocol in order to orientate guests effectively. 
• To understand and know how to promote and upsell accommodation packages, loyalty programs and food and services offerings to guest in efforts to maximize revenue to meet departmental goals. 
• Plan and communicate special occasions set ups and or requests (e.g. birthdays and anniversary celebrations). Recognize and extend warm welcome to all VIPs and returning guests and maintain strong relations throughout their stay. 
• Engage in meaningful conversation with guests on their comfort, stay experience preferences, and provide suggestions to enhance their stay. Log the information gathered under the appropriate system. 
• Report any service 'glitches' and report it under the appropriate system, resolve the issue as guided by your trainer and ensure that corrective actions and service recovery follow ups are action upon in a timely manner. 
• Perform administrative duties which include but are not limited to; assisting guests' requests via emails and telephone calls, providing support to teammates. 
• Maintain a positive and harmonious relationship with the teammates and other departments. 
• Attend training sessions and provide suggestions or feedback to supervisors or managers for operational improvement. 
• Maintain strict compliance with all departmental policies, workplace safety and security procedures set by the resort. 
• Ensures that the working area is kept organized and clean at all times. 
• Perform other duties or responsibilities that are reasonable as assigned by your immediate supervisor or manager.

Required Skills and Abilities

• An active student that enrolled in a college or University preferably in Hotel/Hospitality Management, Finance or Economy program. 
• Excellent interpersonal skills with personable character, a team player and good at cultivating strong guest relations. 
• Very good command in spoken and written English, additional languages will be an advantage. 
• Great attention to detail and accuracy with the ability to multitask and prioritize. 
• Possess great communication skills. 
• Ability to focus attention on guest needs, remaining calm and courteous at all times. 
• Flexible regarding work schedules. 
• Highly responsible and reliable. 
• Frequent lifting carrying up to 30 lbs. 
• Occasional ascending or descending ladders and stairs. 
• Ability to work cohesively with fellow colleagues as a part of the team with minimum supervision. 

About Us: 

The Capella Hotels and Resorts collection consists of properties in Singapore, Sydney, Bangkok, Hanoi, Ubud, Shanghai and Hainan.  
 
Set to open in the coming years include properties in Taipei, Kyoto, South Korea, Riyadh and the Maldives. Capella Hotels and Resorts was awarded as "Best Hotel Brand in the World" in the Travel + Leisure World’s Best Awards 2023.  
 
The exceptional hospitality brand focuses on crafting authentic, cultural experiences for its guests, combining a legacy of thoughtful design with the highest level of personalized service.  
 
Auriga is a wellness spa concept inspired by the cycles of the moon.  Each Auriga signature treatment is carefully crafted to take into account the impact these different cycles have on our physical and emotional well-being.