Position Detail
Overall Purpose of the Job
This role, like all others in the group, must prioritise “making every guest a returning and referring guest”. Converts bedroom, boardroom, and conference room inquiries into confirmed reservations while delivering exceptional and personalised experiences to guests and bookers. Responds promptly to guest communications, travel agents, and leads regarding reservations via mail and telephone. Prepares check-in documentation and efficiently handles cancellations, modifications, and guest requests. Makes, confirms, and re-confirms reservations for bedrooms, boardrooms and conference rooms daily, meeting all guest requirements in accordance with company policies. Performs all reservation, boardroom, and conference room administrative tasks as needed.
Education (Formal Qualification Required)
Minimum
Grade 12.
Computer literacy is essential particularly with a proficiency in Microsoft Office Suite.
Advantageous
National Diploma in Hospitality Management/C & G Diploma/Equivalent.
Legal Requirements (e.g. Driver’s License, etc.)
N/A
Experience (Minimum Experience Required - Number of years)
Minimum
Incumbent must have held a position in a front office environment for at least 1 year.
Advantageous
N/A
People
N/A
Finance
The job requires the handling of money and the authorisation to dispense and deposit company funds and is therefore subject to a fraud and credit check.
Occasional Duties
Carry out any duties as may be requested by a more senior member of management and in line with expertise and role.
Special Conditions
The job involves the working of long hours and shifts as per the requirements of the hospitality industry and in accordance with the applicable legislation.
Required to work reception shifts.
This job requires prolonged sitting, walking and standing, manual handling, working in static as well as awkward and sustained postures, performing repetitive upper‑limb movements, managing visual strain, exposure to psychosocial and cognitive stressors, and tasks that may result in hearing strain.
Competencies (Knowledge, Skills and Behavioural Attributes)
Knowledge
- Familiarity with phone systems
- Local area knowledge
- Property Management Systems (PMS)
- Administrative procedures
- Customer service principles
- Basic revenue management pertaining to rate yielding
Skills
- Customer service
- Verbal and written communication
- Administrative
- Conflict management
- Problem solving
- Learning agility
Behavioural Attributes
- Service orientated
- Customer-centric
- Proactive
- Accountable
- Collaborative
- Detail-focused
- Assertiveness
Position Requirements
Detailed Description / Output
- Executes all administrative and accounting related tasks to the required standards.
- Always maintains and adheres to all internal control measures as audited by the internal auditors.
- Implements and maintains all processes and procedures to guarantee that revenues are safeguarded and collected correctly.
- Processes and stores all documentation and correspondence in accordance with company policy.
- Always conducts all operational tasks to the required standard bearing in mind service excellence.
- Always adheres to all compliance requirements.
- Maintains and enhances the brand and group standards, as applicable, to ensure consistency and continuity in service levels throughout all group hotels.
- Be on the lookout for and be aware of any enhancements that could improve the group’s product offering, service delivery, productivity and efficiencies and to communicate such to the group.
- Initiates, builds, grows and nurtures excellent professional relationships with all guests, travel agents, corporate clients, tour operators etc.
- Participates in and manages the hotel’s human resource function in accordance with the company’s human resource policies.
- Ensures that all legislative and operational training is conducted/participated in and in line with group requirements and/or training department directives.
- Achieves and maintains good working relationships and cooperation with hotel employees and company colleagues.
- Upskills and develops personal growth plans by participating in personal development activities.