Job Description

:

Often the first hello and the last farewell, our Front Office and Guest Services teams are the gatekeepers of the Belmond experience. Their commitment to going above-and-beyond ensures a stay that is incomparable. If you are a service-orientated, guest-focused hospitality professional, then we would love to hear from you. We are looking for a Guest Services Agent to join our Concierge team.

• Serve as the primary point of contact to ensure personalised, prompt and flawless service to all guests throughout their stay.
• Provide accurate information to guests in a courteous manner; fill all reasonable guests requests and requirements; and anticipates guests needs to exceed expectations
• Ensure that assistance is being provided at all times to guests by making reservations, booking tours, checking guests in online for their flights etc.
• Handle all guests' requests, queries, comments and complaints in a courteous and prompt manner, taking the necessary action and ensuring follow-through where required.
• Provide information about hotel amenities and promote hotel services.
• Anticipate guest needs and build rapport with guests.
• Handle incoming and outgoing mail packages and faxes.
• Stay self-informed on what activities are available in the city and surrounds; i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.
• Keep management well informed of any guest's concerns or complaints, and the action taken.
• Assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours etc).
• Work closely with the Porters to ensure the smooth handling of guests and customer vehicles

• Diploma / Degree from a reputable hotel school.
• 1 to 2 years' experience in Guest Services or similar role within a luxury hotel environment.
• Experience with hotel reservations software - advantageous.
• Strong verbal and written communication skills.
• Good organisational skills.
• Proficient in MS Office
• Excellent customer service skills.
• Time Management skills.

• Competitive basic salary
• Medical aid & pension fund benefit
• Internal Belmond discounts
• Loyalty and recognition rewards programme
• Employee Assistance Programme
• On going Learning and Development opportunities
• Regular community, social and staff welfare events

Belmond