Job Title:  Guest Service Agent

PURPOSE OF ROLE

To deliver the front desk guest service, administration and cashiering services to meet the guest's individual needs

CORE JOB FUNCTIONS

1. To deliver guest service exceeding guest expectations through

• Initiating greetings and fond farewells to all guests in the lobby and approaching the desk 
• Handling all enquiries accurately, efficiently, courteously and patiently
• Escorting guests to their accommodation, anticipating and meeting their requirements
• Explaining the facilities and offering to make bookings for services 
• Accurately obtaining and entering guest identification into Opera, in accordance with the Hotel policy
• Preparing and verify the accurate issue of guest bedroom keys to the correct guest
• Assisting in covering the front door and on the porte cochere when the bellmen are engaged elsewhere 
• Knowing about the Hotel services and politely assisting with all general guest enquiries
• Gathering and recording guest preferences and accurately updating the guest profile 
• Providing reports and information as required by the other service departments
• Taking room and restaurant reservations efficiently

2. To efficiently process and manage guest administration and cashiering including

• Posting charges accurately
• Receiving guest payments
• Maintaining an accurate float
• Offering a safe deposit service
• Updating credit card approvals for credit management
• Balancing all postings and correct posting errors
• Filling guest registration, correspondence and dockets

COMPETENCIES REQUIRED

• Service delivery
• Communication
• Collaboration with colleagues
• Delivering excellence
• Being trustful
• Performance in job role
• Adherence to policy 
• Financial support
• Health and safety

CANDIDATE REQUIREMENTS

1. Education

• Bachelor's Degree or equivalent qualification (Essential)
• Diploma in Hotel and Catering Administration or Hospitality Management (Desirable)
• Good command of both written and spoken English 
• Proficiency in additional languages is an added advantage 

2. Experience

• Delivery of exceptional customer service and selling skills
• Luxury hotel experience in a Front Office position for one year
• An in depth knowledge of Front Office services and procedures

3. Physical requirements

• Capable of standing and walking for long periods of time
• Cover 24/7 shifts, over seven days per week, including day, evening and night
• Assist in carrying luggage

4. Functional Knowledge

• Front Office accounting
• Competent with using all Opera functions
• Basic computer literacy and familiarity with hotel management systems