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, personalised 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, email 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
Work conditions and 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
- Knowledge of an additional language (relevant to market) is an advantage
Technical competencies
- Hotel Product Knowledge (facilities and activities)
- Front desk procedures
- Forex and cashiering knowledge
- Communication skills - Good command of the English Language (Understand, Speak, Read and Write)
- Telephone skills
- Listening skills
- Proficient computer skills (MS Office, Opera)
- Upselling skills
Core behavioural competencies
- Dealing with Customers (including managing conflict)
- Problem solving
- Developing relationships
- Checking
- Collecting information
- Verbally informing
- Team Player
- Presentable, courteous individual
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.
