Receptionist (Eastern Cape) at Sun International

Main Purpose of the Job

• 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.

Work Condition & 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.

Key Performance Areas

Prepared Workstation

• 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, 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 necessaryif necessary.

Planning

• Planning is generally on a daily to weekly basis within regular activity cycles.
• Work within set policy, procedures, system parameters and internal controls
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Decision Making

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving customer queries.

Problem Solving

• Interprets customer requirements in terms of services available and the applicable constraints.
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options, and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

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.
• Right of first refusal will be given to candidates from Mgungundlovu Communal Property Association (MCPA) and the licensed areas: (Mbizana, Flagstaff, Mount Fletcher, Lusikisiki, Matatiele, Mount Ayliff, Mount Frere, Umzimkhulu, Ntabankulu)
• People living with disabilities are encouraged to apply.

Requirements
Education, experience, and competencies required.

• Grade 12
• Hotel Product Knowledge (Facilities and activities)
• 2-year experience in a customer service environment, Preferably in a hotel environment
• Front Desk Procedures
• Dealing with Customers (including managing conflict)
• Forex and cashiering procedures
• Problem Solving
• Communication skills
• Verbally informing
• Telephone skills
• Team Player
• Listening skills
• Presentable, courteous individual
• Proficient computer skills (MS Office, Opera)
• Working Knowledge of Opera suite  
• Upselling skills