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 Concierge team.

• Serve as the primary point of contact to ensure personalised, prompt and flawless service to all guests throughout their stay.
• Provide accurate information to guests in a courteous manner; fill all reasonable guests requests and requirements; and anticipates guests needs to exceed expectations
• 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 Porters to ensure the smooth handling of guests and customer vehicles

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.
• Good organisational skills.
• Proficient in MS Office
• Excellent customer service skills.
• Time Management skills.

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