Front Desk Agent

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

Job summary

Hyde in Johannesburg is seeking an experienced Front Office professional to lead guest services at a luxury hotel. You will manage booking, arrival, stay, billing and departure processes, ensuring the highest guest comfort and service standards.

With a strong background in luxury hotel Front Office operations and proficiency in OPERA Cloud, you will collaborate across departments to uphold safety, privacy, and exceptional guest experiences.

Qualifications

• 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.

Responsibilities

• Oversee front office guest service and ensure world-class service standards.
• Ensure processes and policies are followed to safeguard guest safety and privacy.
• Collaborate with other departments to maintain smooth hotel operations.

Skills

Anticipation skills

Front Office service

Luxury hotel experience

Education

Hospitality Management / Leadership

Tools

OPERA Cloud

Job description

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.