Front Desk Agent
Johannesburg, SOUTH AFRICA
Job description
Company Description
HYDE Johannesburg Rosebank is a unique opportunity to experience a one-of-a-kind lifestyle hotel brand.
The hotel is a festival-inspired food lovers paradise and showcase for music and nightlife, featuring 131 rooms with natural textures and artisan touches.
The hotel boasts a range of luxurious rooms each meticulously designed to provide the utmost comfort and style.
Job Description
General Responsibilities
· Effectively utilises software applications and communication tools that are used to facilitate the booking, arrival, stay, billing and departure of residents and guests
· Effectively works with processes and systems that enable guests to be comfortably accommodated to the highest standards of the hotel
· Effectively utilises property management software and tools to monitor the preferences of Hotel Guests
· Effectively manages processes and systems that ensure the safety and security of the hotel, its guests and employees
· Ensures efficient collaboration and communication with other service departments
Customer Specific Responsibilities
· Assists the Front Office Management to ensure world-class service is delivered to the Guest, by adhering to all interpersonal, policy and process requirements, on all matters impacting the Guest Service provision
· Ensures that work within the polices, processes and standards directly affecting the Guests is carried out in a manner that reflects their safety, security concerns and preferences
· Assists with the implementation and monitoring of processes and systems that ensure the highest levels of confidentiality and security of information.
People Specific Responsibilities
· With the Front Office Management, ensures that new team members are effectively assimilated into the Front Office culture and standards of service
· Actively participates in the continuous development of Self and Department Team Members
· Conscientiously participates in personal feedback and performance appraisals
· Actively supports an environment that contributes to positive employee engagement and commitment to the job.
Quality Specific Responsibilities
· Ensures that the she understands, complies with and consistently applies relevant quality related standards policies, processes, rules and procedures
· Notices and communicates opportunities to further improve quality standards
· Responds positively to efforts to implement improvement opportunities and works with other Team Members to support change to improve Guest feedback metrics
· Works accurately with systems and methods that capture and communicate Guests’ preferences, likes and dislikes as appropriate without compromising their privacy.
Finance Specific Responsibilities
· Performs a daily “Pit-Check” process to ensure that all charges are correctly posted and unallocated balances are speedily resolved and with minimal loss to the hotel.
· Looks for ways to improve the usage of equipment and reduce consumption of stock without compromising the Guest Service experience
· Reports imminent ‘stock-outs’ to avoid service compromise
· Actively looks out for opportunities for Up-Sell and Cross-Sell and takes advantage of these.
Qualifications
Knowledge and Experience
· Ability to anticipate future circumstances, conditions and requests and use these scenarios to plan for the future
· Qualification in Hospitality Management / Leadership
· Significant Background in Front Office Service of a luxury hotel
· 2 years of previous experience in hospitality Front Office operations of a luxury hotel
· Proficient user in OPERA Cloud
Additional Information
What awaits you...
· The opportunity to join an international and innovative and fast-growing group.
· The ability to challenge the norm and work in an environment that is both creative and rewarding.
· Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
· A competitive package and plenty of development opportunities.