Job Description

About the Company
10 2nd Avenue Houghton Estate is a luxury boutique hotel in Houghton Estate, Johannesburg. Located near business hubs, our hotel offers luxurious accommodation, gourmet cuisine, and state-of-the-art conferencing facilities. We pride ourselves on providing warm South African hospitality in our lush, landscaped gardens.
10 2nd Avenue Houghton Estate is a part of Dream Hotels & Resorts, a mixed-use accommodation group dedicated to greater accountability and local impact. Our vision is to co-create memorable travel experiences that connect people for a brighter future. Together, our mission is to deliver dynamic and exceptional hospitality solutions in Africa, connecting local and global travellers to our communities in a sustainable and relevant manner.
Job Overview
The Hotel Receptionist / Guest Relations Team Member serves as the first point of contact for guests visiting or staying at the hotel. This role involves providing exceptional customer service, handling guest inquiries and requests, managing reservations, and ensuring a positive guest experience throughout their stay. Additionally, the team member is responsible for addressing guest feedback, resolving issues, and fostering positive relationships with guests to enhance their overall satisfaction.
Key Responsibilities
Guest Check-In and Check-Out

• Welcome guests upon arrival, check them in, and provide information about the hotel's facilities and services.
• Assist guests with the check-out process, finalise payment transactions, and address any final requests or concerns.

Welcome and Greet Guests

• Provide a warm and friendly welcome to guests upon arrival.
• Assist with check-in and check-out processes efficiently and accurately.

Reservations Management

• Manage room reservations, including bookings, cancellations, and modifications, to ensure accurate and up-to-date guest information.
• Work closely with the reservations team to maximise room occupancy and revenue.

Guest Services

• Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalised assistance and solutions as needed.
• Arrange for special services or amenities for guests, such as restaurant reservations, transportation, or special requests.

Information and Assistance

• Provide guests with information about local attractions, dining options, events, and activities to enhance their experience during their stay.
• Assist guests with directions, transportation arrangements, and any other information they may require.

Guest Relations

• Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations.
• Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.

Administrative Tasks

• Maintain guest records, reservation logs, and other administrative documentation accurately and confidentially.
• Assist with billing, invoicing, and financial transactions as needed.

Communication

• Answer phone calls, emails, and in-person inquiries, directing them to the appropriate departments.
• Relay messages and information to guests and staff members as needed.

Collaboration

• Coordinate with other hotel departments to ensure smooth communication and guest services.
• Work closely with housekeeping to manage room turnovers and ensure cleanliness standards.

Security and Safety

• Maintain a secure and safe environment by monitoring guest access and following safety protocols.

Upselling

• Promote hotel amenities and services to guests, encouraging additional bookings or purchases.

Qualifications

• Matric Certificate
• Familiarity with hotel reservation systems and basic computer proficiency

Requirements for Competence

• 1 - 2 years relevant front of house or related experience
• 2 years solid customer service experience
• Previous experience in a customer service or receptionist role

Skills Required