PROTEA HOTEL-Receptionist (Guest Experience Expert)

Job Description

Closing Date : Unspecified

Reference Number : 23087745

Job Title : Receptionist (Guest Experience Expert)

Job Type : Full time

Location : Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa

Located Remotely? N

Relocation? N

Position Type Non-Management

POSITION SUMMARY

Our duties go beyond ensuring that visitors have a simple check-in and check-out process. Instead, we want to create a memorable and one-of-a-kind experience. The initiative is taken by our Guest Experience Experts to provide a variety of services that assist visitors throughout their whole stay. They have the freedom to walk around their area and take care of whatever has to be done. The Guest Experience Expert makes transactions seem like they are a part of the experience, whether they are taking care of operational requirements, attending to guest requests, filing reports, or highlighting the local area’s attractions.

Whatever your position, maintaining a safe workplace, adhering to company policies and procedures, maintaining confidentiality, safeguarding company property, upholding quality standards, and making sure your uniform, personal appearance, and communications are professional are all essential for success. For Guest Experience Experts to consistently get it right for our visitors and our business, it is imperative that they do all of these tasks properly (as well as any additional appropriate job requirements that may be needed).

CRITICAL TASKS

Guest Relations

• Use brand- or property-specific procedures to actively listen to guests’ questions, complaints, and requests and to positively address them in order to solve problems, please visitors, and foster confidence.
• Respond in a prompt, courteous, and professional manner to the service demands of visitors.
• Asking inquiries of customers to better understand their requirements, keeping an eye out for and listening to customer preferences, and acting on them when possible are all examples of anticipating customers’ service needs.
• Ensure adequate coverage and fast guest service by assisting other staff members.
• Talk to visitors about their stay, the property’s amenities, and nearby sights and businesses, using social media as appropriate.
• Genuinely express your gratitude to the guests and bid them farewell.
• Whenever feasible, use the visitor’s name while extending a warm welcome and acknowledging each and every visitor.
• Keep up with the neighborhood so you may be ready to provide guests particular recommendations.
• Communicate advice in a way that generates enthusiasm and interest among visitors and colleagues.
• accompanies requests for more, acceptable tasks.

Guest Services

• For visitors, residents, and guests, arrange transportation (such as a taxi or shuttle bus) and note any necessary advance transportation requests.
• To address a guest call, request, or issue, get in touch with the relevant person or division (such as Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as needed.
• Follow up with visitors to make sure their needs or issues were satisfactorily addressed.
• Control who has access to technical equipment in public areas (such as the TV remote, computer, Internet, games, etc.) and offer simple troubleshooting advice or referrals to the proper person or department (such as engineering, security/loss prevention, etc.) as needed.

VIP/Concierge Services

• Information on the property and the local attractions, such as special events and activities, should be gathered, summarized, and used.
• When a guest wants certain arrangements or services (such as transportation, religious services, babysitting, dry cleaning, entertainment/sporting activities, or shopping), you should either make the necessary preparations or find the right suppliers.

Check-in/Check-out

• Keep note of any modifications to the status of the room for housekeeping, such as early or late check-outs, room transfers, and unplanned stays.
• Pre-registration and check-in processes for incoming groups should be planned and coordinated.
• Process all check-outs, including express check-outs, settle any disputed or late charges, get the room key, and ask for feedback on the guest’s stay.
• Process all visitor check-ins in compliance with the rules and regulations of the property by checking bookings in the computer system (such as Fidelio, PMS, FOSSE, or OPERA), confirming guest identification, obtaining payment information, assigning rooms, and providing room keys.
• Before giving over the room key, get a legitimate method of payment (such as a credit card or cash).
• Based on availability, sell a room or other accommodation to visitors who don’t make bookings.
• Verify and modify guest billing.

Cash Handling

• Process all forms of payment, including cash, checks, debit, and credit, as well as hotel costs.
• Adjustment vouchers, paid-outs, correction vouchers, and other charges should be processed.
• At the end of the shift, count the bank and lock it.
• In accordance with accounting standards, balance and drop receipts.
• When the computer system is unavailable, get manual authorizations and follow all accounting processes.
• At the start of the shift, count the bank to make sure the numbers are accurate and there is enough change.
• Observe the conditions and obligations outlined in the EMEA Front Desk Cashiering SOP.
• Follow the Cashier Overage/Shortage SOPs and the Marriott Cashiering Responsibilities/Petty Cash Fund SOPs.

Reports/Recordkeeping

• Run daily reports on arrivals and departures, note any special requests, and ensure that the reports are accurate.
• Check the credit card authorisation report for errors.
• In the absence of a departmental Supervisor, review shift logs and daily memo books and record important information in logbooks.
• To keep a record of all guests in case of emergency, print contingency lists.

Communications

• assists coworkers and makes sure they are aware of their responsibilities.
• Speak in a straightforward, acceptable, and professional manner to both visitors and coworkers.
• Explain to visitors how to access the internet (using dial-up, broadband, or wireless, for example).
• Answering the phone within three rings, answering with a smile in one’s voice, using the caller’s name, transferring calls to the proper person or department, asking permission before putting the caller on hold, taking and relaying messages, and allowing the caller to end the call are all examples of proper telephone etiquette.

Working with Others

• Encourage your coworkers and treat them with respect and decency.
• Build and maintain cooperative connections with various staff members and departments.
• Handle delicate situations with visitors with sensitivity, respect, diplomacy, and discretion.

Policies and Procedures

• Make sure your nametags, outfit, and overall look are neat, sanitary, and professional.
• Observe departmental and corporate policies and procedures.
• carry out additional, comprehensible tasks as directed by managers.
• In line with corporate rules and procedures, safeguard company tools, machinery, and other assets.
• Ensure the safety and privacy of visitors and employees.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Be sure to adhere to any property-specific emergency protocols, such as those for evacuations, medical crises, and natural catastrophes.
• Keep an eye out for any unpleasant visitors to the property.
• Report any injuries or accidents at work to the manager or supervisor right away.
• Determine harmful working practices or situations, fix them, and/or notify management and security/safety professionals.

CRITICAL COMPETENCIES

Analytical Skills

• Learning
• Decision-Making
• Problem Solving
• Computer Skills
• Basic Mathematics

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Adaptability/Flexibility
• Stress Tolerance
• Initiative

Organization

• Multi-Tasking
• Time Management

PREFERRED QUALIFICATIONS

nqf COmparison table:

[wplinkpreview url=https://careerbiz.co.za/the-national-qualifications-framework-nqf/]

Education

Higher Education, Diploma or equivalent

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required

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