Night Audit Reliever/ Guest Experience Expert

**Job Number** 22171557

**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

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Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique.

Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay.

They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, or assisting guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell area, the Guest Experience

Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success - creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.

Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping).

Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts - to get it right for our guests and our business each and every time.

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 sta