SUMMARY:
The first point of contact for guests visiting or staying at the lodge.
POSITION INFO:
Dream Hotels & Resorts lives by its 8 core values. Our team is dedicated to being reliable and accountable, fostering empathy to understand others' feelings and collaboratively find solutions, and prioritizing sustainability in environmental, financial, and social aspects. Rooted in humanity, trust, dynamism, excellence, and joy, we celebrate diversity, prioritize integrity, embrace creativity, pursue quality, and foster a joyful work environment to connect people with our surroundings and each other. These play a part in our day-to-day decision making & operational requirements.
Job Overview:
The Receptionist / Guest Relations Team Member serve as the first point of contact for guests visiting or staying at the lodge. This role involves providing exceptional customer service, handling guest inquiries and requests, managing reservations, and ensuring a positive guest experience throughout their stay. Additionally, the team member is responsible for addressing guest feedback, resolving issues, and fostering positive relationships with guests to enhance their overall satisfaction.
Key Responsibilities:
Guest Check-In and Check-Out: Welcome guests upon arrival, check them in, and provide information about the lodge's facilities and services. Assist guests with the check-out process, finalize payment transactions, and address any final requests or concerns.
Welcome and Greet Guests: Provide a warm and friendly welcome to guests upon arrival.
Assist with check-in and check-out processes efficiently and accurately.
Reservations Management: Manage room reservations, including bookings, cancellations, and modifications, to ensure accurate and up-to-date guest information. Work closely with the reservations team to maximize room occupancy and revenue.
Guest Services: Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalized assistance and solutions as needed. Arrange for special services or amenities for guests, such as restaurant reservations, transportation, or special requests.
Information and Assistance: Provide guests with information about local attractions, dining options, events, and activities to enhance their experience during their stay. Assist guests with directions, transportation arrangements, and any other information they may require.
Guest Relations: Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations. Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.
Administrative Tasks: Maintain guest records, reservation logs, and other administrative documentation accurately and confidentially. Assist with billing, invoicing, and financial transactions as needed.
Communication: Answer phone calls, emails, and in-person inquiries, directing them to the appropriate departments. Relay messages and information to guests and staff members as needed.
Collaboration: Coordinate with other hotel departments to ensure smooth communication and guest services. Work closely with housekeeping to manage room turnovers and ensure cleanliness standards.
Security and Safety: Maintain a secure and safe environment by monitoring guest access and following safety protocols.
Upselling: Promote lodges amenities and services to guests, encouraging additional bookings or purchases.
Theoretical Knowledge & Requirements:
- Matric Certificate
- Familiarity with hotel reservation systems and basic computer proficiency
- 1 – 2 years relevant front of house or related experience
- 2 years solid customer service experience
- Previous experience in a customer service or receptionist role
