Front House (Reservation Agent) - Johannesburg at Tsebo Solution

Duties & Responsibilities

Operational Delivery:

• Ensure that all meetings booked by clients on the ERS system are confirmed and confirmation communicated to relevant client.
• Support offices nationally with booking queries in relation to the ERS system
• Have a good understanding of the client’s requirements for the room and coordinate set up details with the relevant Tsebo team.
• Generate and distribute relevant reports from the ERS system to the client/manager as required.
• Ensure that all bookings booked more than 6 months in advance is scheduled and confirmed accordingly.
• Ensure that all confirmed meetings are displayed on the scheduled meeting room Condeco panel.
• Brief and inform all AV support staff of all VC and AV requirements in advance.
• Ensure that WIFI details are active and distributed to supporting parties for clients
• Brief Logistics Clerks of set up requirements in advance.
• Manage incoming faxes for the JHB office to ensure they are distributed timeously and to the relevant parties.
• Report and hand in any lost property found in meeting rooms to security.
• Assist to ensure water bottles are refreshed regularly throughout the day and that clean glasses are available at all times.
• Report any building maintenance to the Helpdesk daily.
• Ensure any system queries or errors are reported the EY custodian.
• Perform random checks on the system functionality and reports.
• Ensure that all Tsebo support staff receive events /meeting schedules 24 hours before the event or meeting.
• Manage shuttle driver bookings.

Customer Focus:

• Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.
• Interact with client to provide and process information in response to inquiries, concerns and requests about products and services.
• Conduct client satisfaction surveys to ensure clients are satisfied with the products and services.
• Keep up to date with business developments and strategic objectives within the environment.
• Provide advice on general changes and compliance within the workplace management framework when required.
• Work with processes and procedures in such a way that operational efficiencies and performance are enhanced.
• Attend to and resolve all customer queries timeously or escalate when necessary.
• Follow up and follow through on all escalated queries timeously.
• Manage conflict.

Reporting:

• Prepare daily reporting within set timeframes for distributing to the relevant parties. Code of Conduct:
• Undertake such other responsibilities as directed by Management that will drive sustainability. • Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
• Take responsibility for one’s own performance.
• Promote TFS’s & EY image and corporate citizenry through deliberate and co-ordinated activities.
• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
• Ensure TFS ethical values are adhered to

Skills and Competencies

• MS Office Suite
• Good understanding of the utilisation of the ERS system.
• Good understanding of the EY structure and staff member roles. 
• Proficiency in English; knowledge of additional languages is a plus
• Excellent verbal and written communication skills
• Excellent organizational and time-management skills
• Hospitality and customer centric focus.Emotional Intelligence:
• ability to work with colleagues who have different ways of behaving and interacting.
• Resilience: ability to cope with setbacks. · Ability to work unsupervised and within a team.
• Self-disciplined, motivated, energetic self –starter with an exemplary work ethos. ·
• Capability to interact with both internal and external customers at all levels.
• Ability to maintain confidentiality. 
• Attention to detail with a methodical and structural approach. 
• Results focussed and professionalism

Qualifications

• Grade 12 (non-negotiable) plus….
• Computer literacy on MS Office.
• Facilities Management or Hospitality Diploma
• Minimum 3 years’ experience in a similar environment on similar systems