Guest Service Agent at African Sun Amber Residence Limited

Job Description

• Assist the Front Office Manager in ensuring the smooth and efficient overall day – to – day operations of the Front desk including reservations.
• Provide excellent customer service per the standards of the Residence, and assist in situations to ensure customer satisfaction.
• Ensure guest requests, inquiries and concerns are addressed and completed in a timely manner.
• Assist in the supervision and preparation of function sheets with the delivery and execution of guest welcome letters and profile updating.
• Review guest special requests and ensure they are met or exceeded.
• Working with all departments in the Residence to ensure we meet or exceed guests’ expectations and all guests’ billing is accurate and up to date at time of departure.
• Act as a liaison with the Sale’s team, Food & Beverage, Facility and Housekeeping teams to ensure clear communication.
• Assist in the administration and management of the Front Office, including but not limited to scheduling.
• Coordinate Residence emergency procedures within the scope of defined plans.
• Engage in the preparation and rendition of returns, reports and other assignments as required by Management.
• Engage each guest as a unique individual and listen attentively to their requests
• Perform accurate check-ins and checkâ€outs of guests daily
• Answer the telephone in a timely and professional manner
• Make reservations over the phone and in person
• Run daily reports to check reservations for accuracy and identify any special requests
• Responsible for a cash float throughout your shift and ensuring it balances correctly at the end of shift
• Anticipate and address guest’s service needs
• Listen to guest’s complaints or concern and resolve their issue in a timely manner
• Promote a safe working environment
• Performs any additional tasks which are assigned by management

Qualifications and Requirements

• The successful candidate must have at least three years Guest Service agent experience that must include handling of large group arrivals.
• The successful candidate must have excellent command of the English language is essential, both written and verbal.
• The successful candidate must be customer centric and have a very good relationship management skill that must include the ability to deal with all guests service situations while continually ensuring guest’s satisfaction is obtained in the Residence.
• The successful candidate must have proven supervisory skills which should include the ability to motivate and mentor colleagues for greater productivity.
• The successful candidate must be able to work under pressure and stressful situation.
• The successful candidate should be person that pays attention to details and have excellent organizational skills.
• The successful candidate should be able to work with little supervision and must be self motivated.
• The successful candidate must have solid knowledge of Microsoft Office and general computer applications. Knowledge of OPERA Information, Technology and Communication (ITC) would be an added advantage.
• The successful candidate must have at least an ND or University degree in any related discipline.