Front Desk Ambassador

4 weeks ago

Johannesburg, Gauteng, South Africa Dream Hotels and Resorts Full time
Job Description:

The Front Desk Ambassador is the first point of contact for guests visiting or staying at our hotel. This role involves providing exceptional customer service, handling guest inquiries and requests, managing reservations, and ensuring a positive guest experience throughout their stay.

We are looking for a friendly and approachable individual to join our team as a Hotel Guest Experience Coordinator. As a key member of our front desk team, you will be responsible for delivering an exceptional guest experience, responding to queries and requests in a timely and professional manner, and working closely with other departments to ensure seamless communication and guest services.

  • Key Responsibilities:
  • Guest Check-In and Check-Out: Welcome guests upon arrival, check them in, and provide information about the hotel's facilities and services. Assist guests with the check-out process, finalize payment transactions, and address any final requests or concerns.
  • Welcome and Greet Guests: Provide a warm and friendly welcome to guests upon arrival. Assist with check-in and check-out processes efficiently and accurately.
  • Reservations Management: Manage room reservations, including bookings, cancellations, and modifications, to ensure accurate and up-to-date guest information. Work closely with the reservations team to maximize room occupancy and revenue.
  • Guest Services: Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalized assistance and solutions as needed. Arrange for special services or amenities for guests, such as restaurant reservations, transportation, or special requests.
  • Information and Assistance: Provide guests with information about local attractions, dining options, events, and activities to enhance their experience during their stay. Assist guests with directions, transportation arrangements, and any other information they may require.
  • Guest Relations: Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations. Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.
  • Administrative Tasks: Maintain guest records, reservation logs, and other administrative documentation accurately and confidentially. Assist with billing, invoicing, and financial transactions as needed.
  • Communication: Answer phone calls, emails, and in-person inquiries, directing them to the appropriate departments. Relay messages and information to guests and staff members as needed.
  • Collaboration: Coordinate with other hotel departments to ensure smooth communication and guest services. Work closely with housekeeping to manage room turnovers and ensure cleanliness standards.
  • Security and Safety: Maintain a secure and safe environment by monitoring guest access and following safety protocols.
  • Upselling: Promote hotel amenities and services to guests, encouraging additional bookings or purchases.

About You:

We are seeking a highly organized and customer-focused individual with excellent communication skills and a passion for delivering exceptional guest experiences. Previous experience in a front-of-house or customer-facing role is essential, with knowledge of hospitality operations and procedures being beneficial.

What We Offer:

We offer a competitive salary range of $45,000 - $55,000 per annum, dependent on experience, as well as opportunities for career growth and development within our company. If you are a motivated and enthusiastic individual who is passionate about delivering exceptional guest experiences, we would love to hear from you

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