SUMMARY:
To provide a friendly and welcoming service to all guests, telephonically and front desk
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:
To provide a friendly and welcoming service to all guests, both telephonically and at the front desk, in accordance with the standards laid down by the Company. The Receptionist is responsible for ensuring that guests receive courteous and prompt assistance during check-in and check-out, contributing to the efficient running of the business.
In addition, the role includes providing relief support for the Night Auditor when required, ensuring the smooth continuation of front office operations, accurate handling of guest accounts, and maintaining high service standards during night shifts.
Key Responsibilities:
- Front of House Operations - Maintain orderliness at the front desk by arranging documents accordingly and keeping the front desk area clean at all times to avoid rowdiness.
- Administration - Preparing bills and taking payments; dealing with special requests from guests (such as booking theatre tickets or storing valuable items); reporting and/or actioning issues of maintenance and malfunctioning appliances to the manager for quick repair to ensure guest comfort and satisfaction.
- Customer Service - Build good relationships with guests to make them feel comfortable and address any complaints in a courteous manner to protect the image of the resort.
- Night Audit Support - Assist with or provide relief for night audit duties when required, including reconciling daily transactions, verifying guest accounts, and ensuring accurate financial reporting to support smooth front office operations.
Qualifications, Experience and Competencies:
- Grade 12
- 1-2- years relevant front of house or related experience
- 2 years solid customer service and administrative experience
- Apex experience would be beneficial
- Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Administration— Knowledge of business and management principles involved in
- planning, resource allocation, leadership, and coordination of people and resources.
- Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and
- Strategies to promote effective local, state, or national security operations for the
- protection of people, data, property, and institutions.
- Time Management — Managing one's own time effectively.
- Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
