Guest Service Agent

Company Location : NH Johannesburg Sandton

Company Description: NH Hotels offers trustworthy experiences based on three main pillars: value for money, the best location to connect with the city, and service with a human touch.

NH Hotels' remarkable products and services meet the expectations of guests seeking functional urban hotels with a natural and fresh style, complemented by friendly service that makes the experience both surprising and enjoyable.

Job Description:

1. Anticipate guest needs and handle inquiries in a helpful and attentive manner.
2. Have complete knowledge of the hotel product, including room types, rates, features, facilities, food and beverage outlets, promotions, spa, health club, and other NH Hotels & Resorts properties.
3. Take responsibility for the service quality and attitude in guest interactions, ensuring high standards are maintained.
4. Ensure guest satisfaction issues are addressed promptly with follow-up.
5. Be proactive and suggest alternatives to enhance guest experience.
6. Develop harmonious relationships with hotel departments to resolve issues and complaints.
7. Attend hotel events, shift briefings, and training to improve skills.
8. Greet guests warmly and efficiently.
9. Upsell rooms to maximize revenue and achieve high room rates.
10. Manage daily arrivals and departures, updating registration details accurately.
11. Allocate rooms, issue keys, and handle special requests.
12. Stay informed about hotel promotions and current room availability, utilizing yield management to maximize revenue.
13. Promote food and beverage options to increase hotel revenue.
14. Ensure credit procedures are followed, establishing credit upon check-in and monitoring accounts.
15. Handle reservations after office hours and manage room status updates.
16. Contribute to maintaining excellent guest service and hotel revenue growth.

Qualifications:

• Certificate/Diploma in Hospitality Management (advantageous).
• Fluent in English.
• Proficient in MS Excel, Word, and PowerPoint.
• Knowledge of hotel products and front office procedures.

Additional Information: Commitment to delivering exceptional guest service, creative problem-solving skills, and the ability to work in a demanding environment are essential. The company invests in your skills to support your career growth.