Job Description
Purpose
As a Front Office All Rounder, you play a crucial role in assisting our hotel guests from their initial inquiry to check out. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. You bring a touch of excitement by suggesting enticing upgrades and are at the forefront delivering exceptional hospitality and ensuring our guests have a memorable stay.
Primary Responsibilities
- Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
- Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
- Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay
- Safely and securely handle payment transactions, verifying billing details for accuracy
- Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
- Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs
- Facilitate the resolution of guest complaints, transforming challenges into opportunities
- Customer service-oriented with exceptional communication skills
- Previous experience in a similar role in the hospitality industry is preferred
- Proficiency in using reservation and property management systems is a plus, including Opera Cloud
- Problem-solving skills and the ability to remain calm under pressure
- Team player with a positive attitude and willingness to go the extra mile
- Capable of embracing a flexible rotating schedule that will include mornings, evenings, overnights, weekends, and public holidays
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.