Responsibilities

• Welcome, assist, and direct guests correctly in a friendly and polite way. This includes greeting guests upon arrival, providing information about the hotel and its amenities, and ensuring a smooth check-in process.
• Provide high-quality customer service at all times. This entails being attentive to guests’ needs, responding promptly to inquiries, and maintaining a positive attitude throughout all interactions.
• Check guests in and out, taking payments accurately. Ensure that all guest information is correctly entered into the system and that payment transactions are handled securely and efficiently.
• Manage telephones, emails, and reservations in a prompt and professional manner. Respond to calls and emails quickly, addressing inquiries and making reservations as needed.
• Ensure that all correspondence is recorded and filed accurately. Keep organized records of guest communications, bookings, and any relevant information for future reference.
• Ensure that all bookings are guaranteed and apply no-show charges or late cancellation charges where appropriate. Communicate these policies clearly to guests to ensure understanding and compliance.
• Review guest special requests and ensure that they are met or exceeded. Pay attention to details that can enhance the guest experience and make their stay more enjoyable.
• Handle problems that arise in an effective and professional manner. Approach challenges calmly, seeking solutions that prioritize guest satisfaction.
• Work with all hotel departments to ensure guest expectations are met or exceeded. Collaborate effectively with housekeeping, maintenance, and other teams to deliver seamless service.

For more information, call or WhatsApp our Recruitment Agency Team at 061 783 7753.

Person Specification

Essential

• Experience managing customer relations face-to-face and via phone. Candidates should be comfortable engaging with guests in various settings, demonstrating strong interpersonal skills.
• High level of spoken and written English. Effective communication is crucial, both for assisting guests and for internal collaboration.
• Customer service skills, including face-to-face interactions, telephone communication, and email correspondence. A strong focus on service excellence is necessary.

Desirable

• Proven experience in hospitality, reception, and admin or a similar customer-facing role. Familiarity with the hospitality industry will enhance understanding of guest needs.
• Cash handling experience. Candidates should demonstrate accuracy and integrity in managing financial transactions.
• Familiarity with Opera software or similar hotel management systems. Proficiency in using technology will aid in efficient operations and guest service delivery.

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