Job Description

Scope of Position:

• Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.  Attend to all incoming calls via the switchboard professionally and politely, constantly striving to provide total guest satisfaction.  Maintain strict security procedures to ensure guest confidentiality and safety.

Specific duties, responsibilities & Key performance areas

• Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
• Assist, as required to screen calls for reservations.  Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Attend to other duties as requested by Management and Supervisors

Qualifications

• Matric
• A Qualification in Hospitality / Tourism will be an advantage