Job Description

Front Desk Agent
(18817)
Our Colleagues are inspired to write the story of their career, and when they do, they also write the history of One&Only. We are recruiting for this exciting role at One&Only Cape Town and we welcome you to take part, to try new things, to become immersed, and feel fulfilled.
The Front Desk Agent is responsible for all systems and procedures connected with Front Desk - Check in, Check Out, Resort Information, Cashiering, Luggage Handling, and other related Front Office duties. You will at all times project an image of courteousness and hospitality whilst dealing with guests and fellow colleagues. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service. The Front Desk Agent operates under the general direction of the Front Desk Manager, and within the limits of established hotel policies and procedures.
Key Duties and Responsibilities Development

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests' whereabouts
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Conduct and participate in team meetings and induction of new employees
• Attend all pre-shift briefings under the supervision of a departmental leader.
• Actively participate in the workflow sequence and complete allocated tasks accurately

Product

• Act as the One&Only brand Ambassador always.
• Adhere of company ethics & antibribery policies
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP.
• Ensure strict adherence to company processes when dealing with cashiering functions, while maintaining the highest level of guest satisfaction.
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Able to drive and support revenue generation by following the upselling program that is available.
• Be diligent in keeping the PMS system accurate and relevant at all times.
• Ensure all processes and procedures are followed with guests' arrival and departure.
• Must be able to update computer systems with relevant information obtained from guests.
• Ensure strict adherence to policy when taking payments for accommodation and incidentals.
• Complete refund process in accordance with hotel protocols.
• Be able to perform room moves and upgrades on the PMS System.
• LQA standards to become part of your daily routine.
• Handling foreign currency exchanges.
• Perform a comprehensive pit check, Credit Limit checks and all other financial processes daily to ensure full compliance.
• Dealing with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.

• Answering questions about facilities in the hotel and the surrounding area
• Dealing with complaints or problems and escalating to a Manager on Duty when necessary.
• Be able to communicate telephonically and to provide callers with requested information.
• Relay and route written and verbal messages
• Handle room reservation requests after office hours
• Assist with customer service enquiries
• Ensure the filing of customer bills - docket and correspondence management - Guest Pits
• As required or requested by the leader on duty, assist with or accept other responsibilities in the office
• Is responsible for their own cash floats and cash handling
• Ability to effectively use the following operating systems: OPERA, ALICE, SAGA; ReviewPro - Guest Messaging Hub
• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
• Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
• Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest's satisfaction
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Use the communications tools as per the standard of communication established by the Resort
• Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Supervisor / Manager
• Support the Hosts were required

Skills, Experience & Educational Requirements

• Minimum of 2 Years working experience at 5-star establishment
• Diploma / Degree in Hospitality / Travel & Tourism desirable
• Fluent in English / Multi-lingual a plus.
• Good communication skills
• Must be computer literate
• Proficiency on Microsoft office, Outlook and Opera is required
• Excellent Guest Relations skills
• Can do attitude
• Must be able to multi-task
• Must respect privacy and confidentiality
• Must have an understanding of health and safety protocols

Knowledge and adherence to hotel's policy and procedures
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Skills Required