Front Desk Agent

Ennismore; Johannesburg; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive package

Development opportunities

Job summary

HYDE Johannesburg Rosebank is a luxury hotel property offering a unique lifestyle experience with 131 rooms and a focus on music, nightlife and guest comfort. The Front Office team delivers world-class service, leveraging OPERA Cloud to manage bookings, arrivals, stays and billing with discretion and care.

Role requires collaboration with other departments, safeguarding guest information, and contributing to continuous service improvements in a fast‑paced environment.

Qualifications

• Ability to anticipate future circumstances and plan for guests’ needs.
• Qualification in Hospitality Management / Leadership required.
• Significant background in Front Office service for luxury hotels.
• Minimum 2 years’ experience in luxury hotel Front Office operations.

Responsibilities

• Utilises software and tools to manage booking, arrival, stay, billing and departure.
• Works with processes to ensure guests are accommodated to the highest standards.
• Monitors guest preferences and maintains guest privacy across systems.
• Collaborates with other service departments to ensure smooth operations.
• Supports front office leadership and assimilates new team members.

Skills

Front Office operations

Customer service

Hospitality industry knowledge

Team collaboration

Education

Hospitality Management / Leadership qualification

Tools

OPERA Cloud

Job 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.