Job Description

Main Purpose of the JobResponsible to provide exceptional, personalised luggage and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering.Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.
• Physically able to move around, and stand for extended periods of time
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Key Performance AreasPrepared Environment

• Identify issues with regards the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Review the arrival and VIP lists daily and understands special requirements
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions and activities

Delivered Laggage Services

• Collect guest luggage and equipment on arrival and take through to front desk
• Tag baggage items and return the identification slips to guests.
• Escort guests to their room, placing luggage in room assigned by front desk.
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Delivers faxes, messages, packages and flowers to guests rooms and other offices.
• Collect, tag and deliver group luggage.
• Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items.
• Update and file any luggage documentation
• Transport departing guestsxe2x80x99 luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.

Customer Engagement

• Be present at the porte cochere and maintain proper decorum at all times.
• 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 solutions to questions and enquiries
• Identifies customers and understand their preferences
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and porte cochere

Job ComplexityKnow How

• Knowledge required involves the practical application of work procedures and processes
• Planning is generally on a short-term daily / weekly basis and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure customers receive exceptional experiences
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Problem Solving

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Please Note:Preference will be given to suitably qualified employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998 (and any amendments thereto), the relevant internal recruitment policy as well as unitxe2x80x99s employment equity plans and Gaming Board License conditions.As a result of the companyxe2x80x99s operational requirements, you may be expected to work in any area designated as a xe2x80x9csmoking areaxe2x80x9d.Right of first refusal will be given to candidates from Mgungundlovu Communal Property Association (MCPA) and the licensed areas: (Mbizana, Flagstaff, Mount Fletcher, Lusikisiki, Matatiele, Mount Ayliff, Mount Frere, uMzimkhulu, Ntabankulu)People living with disabilities are encouraged to apply.POPI Statement

• Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.

• Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.

Education, experience, and competencies required.xc2xb7Grade 12xc2xb7Minimum of 2 years relevant experience in a customer facing positionxc2xb7Dealing with Customersxc2xb7Problem Solvingxc2xb7Verbally informingxc2xb7Collecting informationxc2xb7Team Co-operationsxc2xb7Hotel Product Knowledge (Facilities and activities)xc2xb7Luggage proceduresxc2xb7English Verbal and Written Communication skillsxc2xb7Basic PC skillsxc2xb7Basic knowledge of Opera

Sun International