Guest Relations Agent The Cape Town EDITION Hotel (Pre-opening)

Supply guests with directions and information regarding property amenities services and hours of operation and local areas of interest and activities. Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive record and relay messages accurately completely and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Follow all company policies and procedures; report accidents injuries and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas technologies or processes to increase organizational efficiency productivity quality safety and/or cost-savings. Stand sit or walk for an extended period of time or for an entire work shift. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests service needs in a professional positive and timely manner.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g. pagers and two-way radios email).
• Provide assistance to coworkers ensuring they understand their tasks.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand sit or walk for an extended period of time or for an entire work shift.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities.

Analytical Skills

• Decision-Making
• Learning

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Diversity Relations
• Interpersonal Skills

Communications

• English Language Proficiency
• Communication
• Telephone Etiquette Skills
• Listening
• Applied Reading
• Writing

Personal Attributes

• Integrity
• Positive Demeanor
• Dependability
• Presentation
• Adaptability/Flexibility
• Initiative

Organization

• Multi-Tasking
• Detail Orientation
• Time Management

ALIFICATIONS

Education

Matric

Related Work Experience

Atleast 1 year of work-related experience is required

Supervisory Experience

No supervisory experience is required