Vacancies Available at Belmond Mount Nelson Hotel

Primary Responsibilities Include:

• 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

What You Bring:

• 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.

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Primary Responsibilities Include:

• Ensure accurate and detailed capturing of reservations.
• Provide support to guests who need to amend or cancel a reservation.
• Stay updated on Belmond Safaris’ offerings, packages, and specials to assist with guest inquiries and third-party bookings.
• Assist with booking charter flights and other guest experiences, including scenic helicopter trips.
• Maintain knowledge of all room types and availability to optimize bookings.
• Ensure all reservation modifications are immediately and accurately updated in the Property Management System (PMS).
• Handle reservation correspondence efficiently, ensuring all necessary documentation is complete before guest arrival. This includes confirming guest details, special requests, payment status, transfer arrangements, and any additional services booked. Ensure all relevant departments are informed of guest preferences and requirements to facilitate a seamless arrival experience.
• Monitor and update the Trace Report daily, ensuring all Follow Ups are addressed promptly. Assist the reservations team by tracking pending actions, coordinating with relevant departments, and stepping in to action tasks when necessary to maintain seamless reservation management.
• Inform the Reservations Manager of any complaints, issues, or concerns related to reservations, guests, or agents. • Assist in maintaining an efficient administration system within the department.
• Assist with office management tasks, including coordinating water, coffee, and equipment requirements.
• Oversee Workday processing related to office needs and procurement.
• Manage the loading of suppliers on Workday and oversee all processes involved in purchase orders.
• Assist with payroll administration, ensuring accuracy and timely processing.
• Pull and review daily and weekly reports and submit monthly reports to the finance team.
• Daily review and monitor the hotel ledger to track, assist and manage outstanding accounts.
• Coordinate guest gifting with the Journeys in Africa Team, and for VVIP guests ensuring a seamless and personalized experience.
• Assist with any other related duties as required by management.

Requirements

What You Bring:

• 1-3 Years’ experience in similar role – preferred.
• Experience in tour operating/safari sector- beneficial.
• Knowledge of office management systems and procedures.
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular).
• Strong organisational skills with the ability to multi-task. Page 2 of 2 BELMOND.COM
• Knowledge of basic bookkeeping principles.
• High degree of computer literacy.