Front Desk Agent

7 months ago

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

Front Desk Agent
(10160)

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
- 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, locations, activities, amenities on property and their respective schedules
- Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
- Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
- Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
- Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
- Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
- PPE (Personal Protective Equipment) provided by the Resort must always be used
- Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
- Use the communications tools as per the standard of communication established by the Resort
- Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
- Adheres to all current and any additional organizational policies and standards
- Adhere to the tasks delegated by Supervisor / Manager
- Support the Ho

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