Guest Service Agent

1 month ago

Johannesburg, South Africa NH Hotels Full time

**Company Description**
NH Hotels offers trustworthy experiences based on three main pillars: value for money, the best location to connect with the city, and service with a human touch. NH Hotels’ remarkable products and services meet the expectations of the guests looking for functional urban hotels with a natural and fresh style and friendly service that makes the experience both surprising and enjoyable.
- To anticipate guest needs, and handle guest inquiries in a helpful and attentive NH Hotels & Resorts manner.- To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other NH Hotels & Resorts properties.
- To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of NH Hotels & Resorts at all times.
- Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
- To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their NH Hotels & Resorts experience.
- To develop a close and harmonious working relationship with all hotel departments, to address any problems or complaints made by guests
- To attend hotel events, daily shift briefings and training to improve professional skills.
- Receives guests in a friendly and efficient manner. Up sells rooms to optimize revenue and achieve a high average room rate.
- Checks the daily arrival list / Departure list.
- Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment.
- Allocates rooms and issues appropriate keys.
- Welcomes customers to the hotel.
- Meets and responds to customer requests for information about the hotel and its surroundings.
- Arranges for special services requested by the customer.
- Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
- Arranges fulfilment of customer services by working with O.T.S, /Operators, Bell Staff, Maintenance, Housekeeping, Reservations and Room Service.
- Follow up and ensure backups for complimentary & upgrade rooms are in place.
- Handles incoming guest room reservations after office hours.
- Be aware, at all times, of current room status and room availability.
- Be fully aware of, and knows how to handle, all current and future hotel promotions.
- Utilizes yield management to maximize room revenue.
- Increases hotel revenue by promoting food and beverage alternatives within the hotel.
- Minimizes loss of revenue by adhering to all established credit procedures.
- Insures all guests establish credit upon check-in.
- Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
- Improves timeliness of cash flow by adhering to established credit and inventory control procedures.

**Qualifications**
- Certificate /Diploma in Hospitality Management would be an added advantage- Fluent in English
- Computer literacy Ms Excel, Word and PowerPoint
- Hotel Product Knowledge
- Proficient in all front Office Procedures

**Additional Information**
- Commitment to delivering exceptional guest service with a passion for the hospitality industry
- Ability to find creative solutions with proven problem-solving capabilities offering support where required
- Ability to work in an environment that demands excellence, time and energy
- Strong communication skills

Our people drive the success of our business, so we will invest in your skills to allow you to grow and progress through your career.

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