REPORTING TO: Front Office Supervisor / Assistant Front Office Manager
PURPOSE OF THE ROLE
Looking after guests from arrival to departure with regards to any needs or requests the guests might have
Being an efficient link between the guests and other departments of the hotel
Check-in and Room Guests according to the Cape Grace SOP and Leading Hotels of the World standards
Manager of Self
LEVELS OF ACCOUNTABILITY
Reporting to the Front Office Supervisor or in his/her absence the Assistant Front Office Manager
SKILLS, EDUCATION, and QUALIFICATION REQUIREMENTS
Proven abilities in:
Excellent written and verbal communication with people on all levels
Outstanding communication and interpersonal skills
Experienced in Property Management Systems, i.e. Fidelio Opera, MS word, Excel, Vingcard etc.
Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues alike)
Willingness to serve
A Hospitality Management diploma/degree will be advantageous
Experience in the hospitality and tourism industry preferable
Proficiency in the English command
Fluency (written and spoken) in a foreign language will be advantageous
Excellent organizational and planning skills
Strong administration skills
Have the ability to work under pressure and multi-task
Previous reception experience is advantageous
Financial: Satisfied Shareholders
Charging of sundry expenses such as Tickets, Postcards, Photocopies, Phone calls, Faxes, Internet etc.
Ensuring a valid method of payment is secured from every Guest upon check in
Continuous promotion and upselling of Hotel facilities,
Actively seeking opportunities to “up-sell” the rooms,
Actively promoting the Signal Restaurant and Bascule Bar
Customer Service: Delighted Customers
Models the Organizational Values and Grace Memorandum in every interaction
Co-ordinate and perform the Check-in of individual Guests and Groups
Introduction and Rooming of Guests on arrival.
Booking and recommending of tours, restaurants and other services e.g. Spa bookings, theatre tickets, car hire, babysitting etc.
Ensuring thorough knowledge of what there is to see and do in and around Cape Town, in order to recommend to guests.
Co-ordinating laundry and dry cleaning requests.
Facilitating room-moves and ensuring that Opera has been updated accordingly
Handle reservations and reservation queries during busy periods, after hours & weekends
Coordinating all aspects of a Walk-in reservation.
Promoting all revenue outlets of the hotel
Co-ordinate and promote the Hotel Chauffeur service
Handling the Guest or Hotel vehicles if and when required
Relaying key information about Guests to other departments by means of Opera functions (Traces).
Enjoy anticipating and exceeding guest expectations
Processes: Effective Processes
Maintains departmental Standard Operating Procedures
Coordinating all special requests
Preparation for arrivals - groups and individuals in accordance with the SOP.
Insure all keys are written out and cut correctly
Prepare special gifting and amenities
Assisting in training of new staff.
Continuous and accurate update of Guest profiles
Ensuring both the Front Desk and Back Office areas are clean and tidy.
GENERAL KNOWLEDGE AND RESPONSIBILITIES
Has a thorough knowledge of the hotel and all services provided to the guest
Has a thorough knowledge of Cape Town and the ability to recommend restaurants and tours (both company and destinations) to guests.
Maintains the high standard of service, appearance and social skills set according to the company policy
Works in harmony with all departments and employees, is willing to assist others if and when required,
Attends all training workshops as and when required
Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position
Performs any reasonable duty as instructed by Front Office Management