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Guest Service Agent

1 month ago

Johannesburg, South Africa NH Hotels Full time
Job Description

  • 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.