Receptionist/Front of House - Citrusdal, South Africa - Dream Hotels and Resorts

Description

We are seeking a friendly and professional individual to join our team as a Hotel Receptionist/Front of House. As the first point of contact for guests, the ideal candidate will have excellent communication and customer service skills. This role involves managing the front desk operations, handling reservations, assisting guests with inquiries, and ensuring a positive overall experience for our visitors.

Responsibilities:

• Welcome and Greet Guests: Provide a warm and friendly welcome to guests upon arrival and assist with check-in and check-out processes efficiently and accurately.
• Reservation Management: Handle reservation requests, ensuring accuracy and timely confirmation. Maintain an organized system for tracking reservations and room availability.
• 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.
• Problem Resolution: Resolve guest issues and complaints in a timely and effective manner, ensuring guest satisfaction.
• Collaboration: Coordinate with other hotel departments to ensure smooth communication and guest services. Work closely with housekeeping to manage room turnovers and ensure security and safe cleanliness standards.
• Administrative tasks: Perform administrative duties, including data entry, filing, and maintaining guest records. Handle cashiering responsibilities, including processing payments and balancing cash drawers.
• Problem Resolution: Resolve guest issues and complaints in a timely and effective manner, ensuring guest satisfaction.
• 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.

Theoretical Knowledge:

• 1-2 years relevant front of house/receptionist or related experience
• 2 years solid customer service experience
• Previous experience in a customer service or receptionist role
• Experience within the Hospitality & Tourism Industry

Behavioral Competencies:

• Customer Service Orientation: Being polite, approachable, and helpful to create a positive impression, actively listening to inquiries, and providing clear and accurate information.
• Communication Skills: Being polite, approachable, and helpful to create a positive impression, actively listening to inquiries, and providing clear and accurate information.
• Organisational Skills: Summary: Managing multiple tasks simultaneously, maintaining an orderly reception area, and efficiently handling appointments, schedules, and administrative duties.
• Adaptability: Handling unexpected situations and changes with composure, being flexible in responding to inquiries, and maintaining professionalism in dynamic environments.