Receptionist for The Group

3 weeks ago

Johannesburg, South Africa Dream Hotels and Resorts Full time

**_You will be the image of our Group, the image of Head Office (called : 360Hub), and you will epitomize the heart [read: friendliness, obligingness, and effectiveness] of our Group. WE are looking to place the best of the best Receptionist, not only in effectiveness, but in character [read: soft skills, aka emotional intelligence (EQ)] too_**
- To provide a friendly and welcoming service to all guests, telephonically and front desk correspondences in accordance with the standards laid down by the Company. The receptionist is also responsible to ensure that guests receive courteous and prompt assistance when checking -in and checking-out as part of assisting management with the efficient running of the business._
- The more mature would be most suitable for this position
- Your advanced **_Excel_** skills would be a prerequisite
- Your minutes taking abilities would -also - be a prerequisite

**Duties and responsibilities**

**Front of House**
- Maintain orderliness at the front desk by arranging documents accordingly and keeping the front desk area clean at all times to avoid rowdiness
- Answering telephonic and in-person queries related to resort services and resolved any issues
- 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 resort business running
- Update Club bookings and arrivals systematically
- Answering questions about what the hotel offers and the surrounding area
- Ensuring quick and effective check-in and check-out procedures, preprinted registration forms and key checks
- Taking and passing on messages for and to guests

**Administration**
- Preparing bills and taking payments
- Dealing with special requests from guests (like booking theatre tickets or storing valuable items)
- Report and or actions issues of maintenance and malfunctioning appliances to the manager for quick repair in order to ensure guests comfort and satisfaction.
- Receive stock with department representative
- File all invoices and delivery notes
- Late-Shift to prepare day sheet for the following day
- New booking correspondence and system updates
- Any and all other administrative, assistant and PA duties as allocated

**Customer Service**
- Build good relationships 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 resort
- Deal with complaint escalated promptly and calm down irate customers
- Ensure the quality of services in accordance with the company standard.

**KPA - Key Performance Areas**

**1. Average eGuest survey for Reception related questions**

1.Below 79%

2.80%-84%

3.80%

4.86%-90%

5.Above 90%

**2. Average eGuest survey for Hospitality related questions**

1.Below 79%

2.80%-84%

3.80%

4.86%-90%

5.Above 90%

**3. Administration**

1.Below 79%

2.80%-84%

3.80%

4.86%-90%

5.Above 90%

**4. Customer Service**

1.Below 79%

2.80%-84%

3.80%

4.86%-90%

5.Above 90%

**Qualifications, Experience and Competencies**
- Grade 12
- 1-2- years relevant front of house or related experience
- 2 years solid customer service and administrative experience
- Apex experience would be beneficial
- **Customer and Personal Service** — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- **Administration**— Knowledge of business and management principles involved in planning, resource allocation, leadership, and coordination of people and resources.
- **Public Safety and Security** — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
- **Time Management** — Managing one's own time effectively.
- **Problem Sensitivity** — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

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