Guest Services Agent

Innisfree Hotels; Paarl; On-site; ZAR 120 000 - 180 000; Full time

Job summary

Innisfree Hotels seeks a Guest Service Agent to be the first point of contact for guests. Responsibilities include checking in and out guests, assisting with their needs, and promoting a positive work environment. Ideal candidates will have a high school diploma and customer service experience, thriving in a fast-paced, inclusive culture.

Qualifications

• Minimum of 1 year of customer service experience, hospitality experience preferred.
• Ability to interpret instructions in written, oral, or scheduled formats.
• Proficiency with computers and operating software preferred.

Responsibilities

• Greet guests upon arrival and check them in/out.
• Assist with booking and cancellations, processing payments.
• Maintain a clean and safe work environment.

Skills

Effective communication skills in English

Ability to multitask

Detail-oriented

Team player

Education

High school diploma or equivalent

Tools

Reservation systems

POS systems

Operating software

Job description

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

Location: Mercantile Hotel New Orleans

Guest Service Agents are the face of the hotel, often the first point of contact for guests upon arrival. They are responsible for accommodating guests and assisting with their needs.

Essential Duties and Responsibilities include, but are not limited to:

1. Approaching all interactions with guests and employees in a friendly, service-oriented manner, maintaining a positive demeanor.
2. Promoting a positive and caring work environment by addressing and resolving conflicts calmly and professionally.
3. Maintaining regular attendance as per the schedule, which varies according to the property's needs.
4. Maintaining high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
5. Greeting guests upon arrival, making them feel welcomed, and following the 5/10 rule.
6. Checking in and out guests, assigning rooms based on requests and reservations, assisting with booking and cancellations, and processing payments.
7. Arranging for special services such as reservations, transportation, directions, or small surprises for special occasions.
8. Minimizing revenue loss by adhering to credit and inventory control procedures, including obtaining proper approval codes.
9. Monitoring customer accounts to ensure credit limits are respected and registration information is accurate.
10. Following hotel policies regarding cash handling and deposit logs.
11. Diffusing conflicts or tense situations with guests effectively.
12. Maintaining a clean and safe work environment, reporting safety issues immediately.
13. Performing other duties as assigned by management.

Qualifications

• High school diploma or equivalent required.
• Minimum of 1 year of customer service experience, hospitality experience preferred.
• Ability to interpret instructions in written, oral, or scheduled formats.
• Effective communication skills in English, both written and spoken.
• Knowledge of reservation and POS systems.
• Proficiency with computers and operating software preferred.
• Ability to multitask, be detail-oriented, and work independently with minimal supervision.
• Must be a team player.

Innisfree Hotels is committed to investing in its team members. We are a fast-paced, expanding company looking for individuals who thrive on challenge, seek responsibility, and value our culture to lead us into future growth.