Receptionist - Protea Hotel Fire & Ice Menlyn

2 weeks ago

Pretoria, South Africa Marriott Worldwide Full time

**Job Number** 22141928
**Job Category** Rooms & Guest Services Operations
**Location** Protea Hotel Fire & Ice Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Non-Management

***

answer and direct incoming calls

welcome and greet guests

make and confirm reservations for guests

register and check guests in

verify guest's payment method

issue room keys and direct guests to their rooms

maintain clear and accurate records of guest room bookings

compute all guest billings, accurately post charges to guest rooms and house accounts

receive and transmit messages for guests

listen and respond to guest queries and requests both in-person and by phone

provide accurate information about local attractions and services

liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests

close guest accounts and check guests out

AR/Direct Bills

review accounts and charges with guests during the check-out process

process accurate payment of guest accounts

maintain a neat and orderly front desk and reception area

Greet guests upon arrival, check them in and provide them with any information they need to enjoy their stay

Process invoices, post checks to vendors and distribute employee checks

Respond to guest complaints, requests and emergencies

Reconcile all accounts in a timely manner

Verify that all EOD work has been performed by other departments

Schedule guest wake-up calls and reservations for the following day

Respond to guest inquiries, concerns and complaints as needed

Answer phones and place reservations

Key Competencies and Qualities

customer service orientation

attention to detail and accuracy

ability to multitask and prioritize

professional appearance and attitude

effective verbal and written communication skills

ability to handle stress and stay calm under pressure

conflict resolution skills

decision making and judgment skills

team work

flexible regarding work schedules

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.

Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail. Create and maintain computer
- and paper-based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work-related information using computers and/or point of sale systems.

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedure

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