Responsibilities

Guest Relations

• Welcome and Assist Guests: Greet guests with a warm, friendly demeanor, ensuring they feel valued and comfortable upon arrival. Guide them through the check-in process, providing information about hotel amenities and services.
• Provide High-Quality Customer Service: Maintain a consistent level of exceptional service, addressing guest needs promptly and courteously. Strive to create memorable experiences that encourage repeat visits.
• Check Guests In/Out: Efficiently manage the check-in and check-out processes, ensuring accuracy in guest information and payments. Make use of the hotel management software to streamline operations and reduce wait times.
• Handle Payments: Process transactions securely and accurately, ensuring that all financial processes adhere to the hotel’s policies. Provide clear receipts and explanations of charges to guests.

Communication Management

• Manage Telephones, Emails, and Reservations: Respond to all forms of communication in a professional and timely manner. Take reservations, manage inquiries, and address concerns, ensuring that each interaction reflects the hotel’s commitment to service excellence.
• Record and File Correspondence: Maintain accurate records of all guest interactions, bookings, and communications. Organize files systematically to facilitate easy retrieval and reference, ensuring compliance with data protection regulations.
• Booking Guarantees and Charges: Confirm that all bookings are secured with appropriate guarantees. Monitor cancellations and no-show situations, applying charges in line with the hotel’s policies while maintaining transparency with guests.

Guest Experience Enhancement

• Review and Exceed Special Requests: Regularly assess guest preferences and special requests, ensuring that these are met with attention to detail. Aim to surpass expectations, providing personalized touches that enhance the overall experience.
• Problem Resolution: Proactively handle issues that may arise during a guest’s stay. Approach each problem with a calm, professional demeanor, working to find satisfactory solutions that leave guests feeling valued and heard.
• Collaboration with Hotel Departments: Work closely with other departments, such as housekeeping and maintenance, to ensure that guest needs are addressed promptly and efficiently. Facilitate effective communication to enhance the overall guest experience.

Recruitment Information

For more information or to discuss this role further, please call or WhatsApp our Recruitment Agency Team at 061 783 7753. We are committed to finding the right candidates who share our dedication to outstanding guest service.

Person Specification

Essential Qualifications

• Customer Relations Experience: Candidates should have demonstrable experience in managing customer relations, both face-to-face and via telephone. This includes the ability to understand and respond to diverse customer needs effectively.
• Proficiency in English: A high level of spoken and written English is essential. Candidates must communicate clearly and professionally, both in person and through various digital platforms.
• Customer Service Skills: Strong skills in customer service across multiple channels (face-to-face, telephone, email) are crucial. Candidates should demonstrate an ability to engage with guests in a manner that reflects the hotel’s values.

Desirable Qualifications

• Hospitality Experience: Proven experience in the hospitality industry, particularly in reception, administration, or similar customer-facing roles. Familiarity with hotel operations will be advantageous.
• Cash Handling Skills: Experience in managing cash transactions and financial reporting is desirable. Candidates should demonstrate integrity and accuracy in all financial dealings.
• Familiarity with Opera Software: Knowledge of Opera or similar hotel management software will be beneficial. Candidates should be comfortable using technology to streamline operations and enhance guest interactions.

Personal Attributes

• Interpersonal Skills: Strong interpersonal skills are essential for building rapport with guests and colleagues. Candidates should be approachable, empathetic, and able to work collaboratively within a team.
• Problem-Solving Ability: Candidates should possess strong problem-solving skills, demonstrating the ability to think critically and creatively when faced with challenges. A proactive approach to issues is essential.
• Attention to Detail: An eye for detail is crucial in ensuring that guest requests are met and that all processes are executed accurately. Candidates should be thorough and meticulous in their work.
• Adaptability and Flexibility: The hospitality environment can be dynamic and fast-paced. Candidates should be adaptable, able to handle changing situations and priorities with ease.
• Positive Attitude: A positive, can-do attitude is vital in creating a welcoming atmosphere for guests. Candidates should approach their work with enthusiasm and a commitment to excellence.

In summary, this role requires a dedicated individual who is passionate about delivering outstanding customer service and enhancing the guest experience. The ideal candidate will possess a blend of interpersonal skills, hospitality experience, and a commitment to teamwork. If you believe you have what it takes to excel in this role, we encourage you to reach out to our Recruitment Agency Team. We look forward to hearing from you!