Guest Services Agent at Belmond Mount Nelson Hotel

Description

Often the first hello and the last farewell, our Front Office and Guest Services teams are the gatekeepers of the Belmond experience. Their commitment to going above-and-beyond ensures a stay that is incomparable. If you are a service-orientated, guest-focused hospitality professional, then we would love to hear from you. We are looking for a Guest Services Agent to join our team!

• Ensure that assistance is being provided at all times to guests by making reservations, booking tours, checking guests in online for their flights etc.

• Handle all guests’ requests, queries, comments and complaints in a courteous and prompt manner, taking the necessary action and ensuring follow-through where required.

• Provide information about hotel amenities and promote hotel services.

• Anticipate guest needs and build rapport with guests.

• Handle incoming and outgoing mail packages and faxes.

• Stay self-informed on what activities are available in the city and surrounds; i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.

• Keep management well informed of any guest’s concerns or complaints, and the action taken.

• Assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours etc).

• Work closely with the Valet Parking associates to ensure the smooth handling of guests and customer vehicles.

• Work closely with the porters to ensure the smooth handling of guest luggage, message delivery and / or special requests.

• Assist with porter duties as and when required.

• Ensure the department meets the required Leading Quality Assurance standards.

• Follow the set guidelines / SOPs for the department.

• Assist with check-in and check-out duties as and when required (welcome drinks, rooming guests, admin tasks etc).

• Assist with Front Office and switchboard coverage as and when required.

Requirements

• Diploma / Degree from a reputable hotel school.

• 1 to 2 years’ experience in Guest Services or similar role within a luxury hotel environment.

• Experience with hotel reservations software – advantageous.

• Strong verbal and written communication skills.

• Thorough knowledge of Cape Town and surrounds.

• Good organisational skills.

• Proficient in MS Office and Opera.

• Excellent customer service skills.

• Time Management skills.

We will only process Your Personal Information in accordance with the Belmond Global Privacy Notice for Employees and Others available here and for recruitment purposes.

We will keep Your Personal Information until the job position which you applied for is filled, whereafter we will delete Your Personal Information.

Should you not hear from us within 14 days of submitting your application, please do accept that your application has been unsuccessful.

Benefits

Competitive basic salary

Medical aid & pension fund benefit

Internal Belmond discounts

Loyalty and recognition rewards programme

Employee Assistance Programme

On going Learning and Development opportunities

Regular community, social and staff welfare events