Front Desk Agent

6 months ago

Cape Town, South Africa One&Only Cape Town Full time

Front Desk Agent
(11512)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

**Job Summary**:
The Front Desk Agent is responsible for all systems and procedures connected with Front Desk - Check in, Check Out, Resort Information, Cashiering, Luggage Handling, and other related Front Office duties. You will at all times project an image of courteousness and hospitality whilst dealing with guests and fellow colleagues. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service. The Front Desk Agent operates under the general direction of the Front Desk Manager, and within the limits of established hotel policies and procedures.

**Key Duties and Responsibilities Development**:

- Carries out any assigned task with honesty, transparency, and integrity
- Maintain polite and professional interpersonal relationship with both colleagues and guests
- Demonstrate ability to communicate effectively
- Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests’ whereabouts
- Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
- Conduct and participate in team meetings and induction of new employees
- Attend all pre-shift briefings under the supervision of a departmental leader.
- Actively participate in the workflow sequence and complete allocated tasks accurately

**Product**:

- Act as the One&Only brand Ambassador always.
- Adhere of company ethics & antibribery policies
- Understand, instill, and live the Company Philosophy
- Ensure compliance with all brand standards, OO markers, quality standards, and SOP.
- Ensure strict adherence to company processes when dealing with cashiering functions, while maintaining the highest level of guest satisfaction.
- Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
- Demonstrate an ability to maintain confidentiality and privacy

**Operations**:

- Able to drive and support revenue generation by following the upselling program that is available.
- Be diligent in keeping the PMS system accurate and relevant at all times.
- Ensure all processes and procedures are followed with guests’ arrival and departure.
- Must be able to update computer systems with relevant information obtained from guests.
- Ensure strict adherence to policy when taking payments for accommodation and incidentals.
- Complete refund process in accordance with hotel protocols.
- Be able to perform room moves and upgrades on the PMS System.
- LQA standards to become part of your daily routine.
- Handling foreign currency exchanges.
- Perform a comprehensive pit check, Credit Limit checks and all other financial processes daily to ensure full compliance.
- Dealing with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.
- Answering questions about facilities in the hotel and the surrounding area
- Dealing with complaints or problems and escalating to a Manager on Duty when necessary.
- Be able to communicate telephonically and to provide callers with requested information.
- Relay and route written and verbal messages
- Handle room reservation requests after office hours
- Assist with customer service enquiries
- Ensure the filing of customer bills - docket and correspondence management - Guest Pits
- As required or requested by the leader on duty, assist with or accept other responsibilities in the office
- Is responsible for their own cash floats and cash handling
- Ability to effectively use the following operating systems: OPERA, ALICE, SAGA; ReviewPro - Guest Messaging Hub
- Have a full knowledge of room categories, rates, locatio

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