Front Desk Agent

Accor; Johannesburg; Presencial; ZAR 201.000 - 312.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

International group

Competitive package

Descripción de la vacante

HYDE Johannesburg Rosebank is seeking a Front Office professional to uphold world-class guest service in a luxury hotel setting. You will engage with guests from booking through departure, using OPERA Cloud and other hotel systems to tailor stays and ensure privacy and safety.

Join a dynamic, international hospitality team focused on excellence, development, and guest satisfaction, with opportunities to advance within a fast-growing group.

Formación

• Hospitality management or leadership qualification.
• Significant background in front office service of a luxury hotel.
• At least 2 years' experience in luxury hotel front office operations.

Responsabilidades

• Utilises software applications and communication tools for booking, arrival, stay, billing and departure of residents and guests.
• Works with processes and systems that enable guests to be accommodated to the highest standards.
• Utilises property management software and tools to monitor guests’ preferences.
• Manages processes and systems that ensure safety and security of the hotel, guests and employees.
• Ensures efficient collaboration and communication with other service departments.
• Assists Front Office Management to ensure world-class service is delivered to guests, adhering to policies and processes.
• Ensures work within policies and standards affecting guests reflects safety and preferences.
• Assists with implementation and monitoring of processes that ensure confidentiality and security of information.
• On-boarding and development of new team members into Front Office culture.
• Participates in personal development and performance appraisals.
• Supports an environment of positive employee engagement and commitment to the job.
• Notices and implements quality-related improvements and communicates opportunities.
• Captures and communicates guests’ preferences while respecting privacy.

Conocimientos

OPERA Cloud

Guest service

Communication

Educación

Hospitality management / leadership qualification

Herramientas

Property management software

Descripción del empleo

Company Description

HYDE Johannesburg Rosebank is a unique opportunity to experience a one-of-a-kind lifestyle hotel brand.

The hotel is a festival-inspired food lovers paradise and showcase for music and nightlife, featuring 131 rooms with natural textures and artisan touches.

The hotel boasts a range of luxurious rooms each meticulously designed to provide the utmost comfort and style.

Job Description

General Responsibilities

• Effectively utilises software applications and communication tools that are used to facilitate the booking, arrival, stay, billing and departure of residents and guests
• Effectively works with processes and systems that enable guests to be comfortably accommodated to the highest standards of the hotel
• Effectively utilises property management software and tools to monitor the preferences of Hotel Guests
• Effectively manages processes and systems that ensure the safety and security of the hotel, its guests and employees
• Ensures efficient collaboration and communication with other service departments

Customer Specific Responsibilities

• Assists the Front Office Management to ensure world-class service is delivered to the Guest, by adhering to all interpersonal, policy and process requirements, on all matters impacting the Guest Service provision
• Ensures that work within the polices, processes and standards directly affecting the Guests is carried out in a manner that reflects their safety, security concerns and preferences
• Assists with the implementation and monitoring of processes and systems that ensure the highest levels of confidentiality and security of information.

People Specific Responsibilities

• With the Front Office Management, ensures that new team members are effectively assimilated into the Front Office culture and standards of service
• Actively participates in the continuous development of Self and Department Team Members
• Conscientiously participates in personal feedback and performance appraisals
• Actively supports an environment that contributes to positive employee engagement and commitment to the job.

Quality Specific Responsibilities

• Ensures that the she understands, complies with and consistently applies relevant quality related standards policies, processes, rules and procedures
• Notices and communicates opportunities to further improve quality standards
• Responds positively to efforts to implement improvement opportunities and works with other Team Members to support change to improve Guest feedback metrics
• Works accurately with systems and methods that capture and communicate Guests’ preferences, likes and dislikes as appropriate without compromising their privacy.

Finance Specific Responsibilities

• Performs a daily “Pit-Check” process to ensure that all charges are correctly posted and unallocated balances are speedily resolved and with minimal loss to the hotel.
• Looks for ways to improve the usage of equipment and reduce consumption of stock without compromising the Guest Service experience
• Reports imminent ‘stock-outs’ to avoid service compromise
• Actively looks out for opportunities for Up-Sell and Cross-Sell and takes advantage of these.

Knowledge and Experience

• Ability to anticipate future circumstances, conditions and requests and use these scenarios to plan for the future
• Qualification in Hospitality Management / Leadership
• Significant Background in Front Office Service of a luxury hotel
• 2 years of previous experience in hospitality Front Office operations of a luxury hotel
• Proficient user in OPERA Cloud

Additional Information

What awaits you...

• The opportunity to join an international and innovative and fast-growing group.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.