Front Desk Agent

21c Museum Hotels; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A prominent hotel group in Johannesburg seeks a Front Office Manager to ensure world-class service while managing booking processes and guest experiences. The ideal candidate will have a background in luxury hotel hospitality and possess strong communication skills. Responsibilities include collaborating with departments to guarantee guest satisfaction and maintaining high safety standards. This is a unique opportunity in a creative, international environment offering competitive benefits and development opportunities.

Benefits

Competitive package

Development opportunities

Creative work environment

Qualifications

• Ability to confidently respond to guest requests and needs.
• 2 years of previous experience in hospitality Front Office operations of a luxury hotel.
• Significant background in Front Office Service of a luxury hotel.

Responsibilities

• Manage guest bookings, arrivals, and departures effectively.
• Ensure high safety and security standards for guests and staff.
• Facilitate communication between departments to enhance guest experience.

Skills

Customer service

Front office operations

Hospitality management

Communication

Education

Qualification in Hospitality Management / Leadership

Tools

OPERA Cloud

Job description

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.

Qualifications

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.