Job Description

Job Purpose

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, personalized customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering

Key Performance Areas

Prepared Work Station

Identify issues with regards 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 understands special requirements

Assist in preparing and distributing welcome / VIP amenities

Be familiar with the hotel and resort 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 the 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)

Inform guests of the services and accommodation rates in the hotel

Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel

Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.

Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running

Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction

Administer own float and conduct cash-ups at the end of the shift

Be present at the reception desk and maintain proper decorum at all times

Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions

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

Educate customers on business unit facilities, products and current promotions

Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Education

Grade 12

Experience

2-years' experience in a customer service environment, preferably in a hotel environment

Skills and Knowledge

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

Knowledge of an additional language (relevant to market) is an advantage.

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.