Front Desk Agent

( 17774 )At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passionJob SummaryThe Front Desk Agent is responsible for all systems and procedures connected with Front Desk - Check in, Check Out, Resort Information, Cashiering, Luggage Handling, and other related Front Office duties. You will at all times project an image of courteousness and hospitality whilst dealing with guests and fellow colleagues. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service. The Front Desk Agent operates under the general direction of the Front Desk Manager, and within the limits of established hotel policies and procedures.Key Duties And Responsibilities Development Carries out any assigned task with honesty, transparency, and integrityMaintain polite and professional interpersonal relationship with both colleagues and guestsDemonstrate ability to communicate effectivelyEnsure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests’ whereaboutsDevelop an effective and supportive team environment by listening to and acting on behalf of our guests & colleaguesConduct and participate in team meetings and induction of new employeesAttend all pre-shift briefings under the supervision of a departmental leader.Actively participate in the workflow sequence and complete allocated tasks accurately ProductAct as the One&Only brand Ambassador always.Adhere of company ethics & antibribery policiesUnderstand, instill, and live the Company PhilosophyEnsure compliance with all brand standards, OO markers, quality standards, and SOP.Ensure strict adherence to company processes when dealing with cashiering functions, while maintaining the highest level of guest satisfaction.Always maintains workplace discipline in accordance with company philosophy, policies, and proceduresDemonstrate an ability to maintain confidentiality and privacyOperationsAble to drive and support revenue generation by following the upselling program that is available.Be diligent in keeping the PMS system accurate and relevant at all times.Ensure all processes and procedures are followed with guests’ arrival and departure.Must be able to update computer systems with relevant information obtained from guests.Ensure strict adherence to policy when taking payments for accommodation and incidentals.Complete refund process in accordance with hotel protocols.Be able to perform room moves and upgrades on the PMS System.LQA standards to become part of your daily routine.Handling foreign currency exchanges.Perform a comprehensive pit check, Credit Limit checks and all other financial processes daily to ensure full compliance.Dealing with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.Answering questions about facilities in the hotel and the surrounding areaDealing with complaints or problems and escalating to a Manager on Duty when necessary.Be able to communicate telephonically and to provide callers with requested information.Relay and route written and verbal messagesHandle room reservation requests after office hoursAssist with customer service enquiriesEnsure the filing of customer bills – docket and correspondence management – Guest PitsAs required or requested by the leader on duty, assist with or accept other responsibilities in the officeIs responsible for their own cash floats and cash handlingAbility to effectively use the following operating systems: OPERA, ALICE, SAGA; ReviewPro – Guest Messaging HubHave a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedulesHave a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informedGain a comprehensive understanding of all outlets, opening hours, menus, amenities, activitiesAlways keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfactionComply with the functions related or non-related to the position based in the operations needs and direct commands from leadersWear the uniform provided appropriately, following the grooming and uniforms standards set by the companyPPE (Personal Protective Equipment) provided by the Resort must always be usedHygiene & Safety measures dictated by both Local Government and the Resort shall be followedUse the communications tools as per the standard of communication established by the ResortPerforms all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this positionAdheres to all current and any additional organizational policies and standardsAdhere to the tasks delegated by Supervisor / ManagerSupport the Hosts were requiredSkills, Experience & Educational RequirementsMinimum of 2 Years working experience at 5-star establishmentDiploma / Degree in Hospitality / Travel & Tourism desirableFluent in English / Multi-lingual a plus.Good communication skillsMust be computer literateProficiency on Microsoft office, Outlook and Opera is requiredExcellent Guest Relations skillsCan do attitudeMust be able to multi-taskMust respect privacy and confidentialityMust have an understanding of health and safety protocolsKnowledge and adherence to hotel’s policy and proceduresOur brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.