Receptionist

SUMMARY:
This role involves providing exceptional customer service, handling guest enquiries and requests

POSITION INFO:

Tucked in the heart of the Elephant Coast, this 4-star lakeside retreat is on track to becoming one of the most sought-after destinations in Northern KwaZulu-Natal. We have big plans in the pipeline and need talented individuals to help steer us in the right direction. Jozini Tiger Lodge & Spa is an anchor property of Dream Hotels & Resorts, a mixed-use accommodation group towards greater accountability and local impact. Together, we are on a mission to actively create a brighter future.

Job Overview:

The Receptionist will be 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:  Warmly welcome guests upon arrival, check them in, and provide comprehensive information about the lodge's facilities and services. Assist guests with the check-out process, finalise payment transactions, and address any final requests or concerns.
• Welcome and Greet Guests:  Provide a friendly and welcoming atmosphere for guests upon arrival, ensuring a smooth and efficient check-in and check-out process.
• Reservations Management:  Efficiently manage room reservations, including bookings, cancellations, and modifications, to ensure accurate and up-to-date guest information. Work closely with the reservations team to maximise room occupancy and revenue.
• Guest Services:  Promptly and professionally respond to guest inquiries, requests, and complaints, providing personalised 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 accurate and confidential guest records, reservation logs, and other administrative documentation. Assist with billing, invoicing, and financial transactions as needed.
• Communication:  Efficiently handle 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 departments to ensure smooth communication and guest services. Work closely with housekeeping to manage room turnovers and maintain cleanliness standards.
• Security and Safety:  Maintain a secure and safe environment by monitoring guest access and following safety protocols.
• Upselling:  Promote the lodge's amenities and services to guests, encouraging additional bookings or purchases.

 Theoretical Knowledge & Experience: