Location: Cape Town
Purpose of the Job
The receptionist is responsible for being the point of contact for guests, facilitating the check-in and check-out processes of the hotel, upselling of rooms and providing exceptional, personalised customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering
Duties and responsibilities include
Prepared Work Station
Identify issues with regards to the floor appearance/ functioning of equipment and systems
Check overall cleanliness of the front of house areas
Check and restock information brochures
Review the arrival and VIP lists daily and understand and communicate special requirements to the various role players
Assist in preparing and distributing welcome / VIP amenities.
Be familiar with the hotel and complex facilities, promotions and activities
Delivered Reception Services
Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times
Interact with guests and complete procedures on guest’s check-in and check-out of tthe hotel; including cutting of keys; preparing bills and taking payments, etc.
Take and pass on messages to guests
Deal with special requests from guests (like booking theatre tickets or storing valuable items)
Customer Engagement
Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
Interact with guests and provide professional service standards and relevant solutions
Identifies customers and understand their preferences
Requirements:
Grade 12
2 years’ experience in a customer service environment, preferably in a hotel environment
1 year reception experience in a hospitality environment.
Technical competencies:
Basic Computer Literacy
Hotel Product Knowledge (facilities and activities)
Front desk procedures
Forex and cashiering knowledge
Communication skills
Telephone skills
Listening skills
Proficient computer skills (MS Office, Opera)
Upselling skills
Multi-tasking skills