Front office Agent
Posted on 2025-04-27 13:10:43
Company | Deka Minas (Pty) Ltd |
---|---|
Salary | 0 |
Category | Other Tourism/Hospitality |
Location | South Africa / Gauteng / Johannesburg |
Job Summary
A Front Office Agent is the first point of contact for guests, responsible for delivering an exceptional luxury hospitality experience. This role involves welcoming guests, handling check-ins and check-outs, managing reservations, and assisting with guest requests to ensure a seamless and personalized stay. The ideal candidate should exhibit professionalism, efficiency, and warmth while upholding the highest standards of customer service.
Key Responsibilities:1. Guest Services & Reception
- Greet guests with a warm, professional, and friendly demeanor.
- Ensure smooth and efficient check-in and check-out procedures.
- Provide personalized guest services, catering to VIPs and returning guests.
- Anticipate guest needs and handle special requests and preferences promptly.
- Assist with luggage arrangements and transportation requests.
2. Reservations & Front Desk Operations
- Manage room reservations, modifications, and cancellations efficiently.
- Maintain up-to-date knowledge of room availability, rates, and special offers.
- Ensure guest profiles and preferences are accurately recorded in the system.
- Process payments and ensure accurate billing for guests.
3. Communication & Coordination
- Serve as the main point of contact for guests, handling inquiries professionally.
- Provide accurate information about hotel services, local attractions, and events.
- Coordinate with housekeeping, concierge, and other departments to fulfill guest requests.
- Ensure smooth handovers between shifts with detailed reports.
4. Complaint Handling & Problem Resolution
- Address guest concerns with professionalism and efficiency.
- Take ownership of issues, offering immediate resolutions or escalating when necessary.
- Follow up with guests to ensure satisfaction and enhance their overall experience.
5. Administrative & Compliance Responsibilities
- Ensure compliance with hotel policies, procedures, and safety regulations.
- Maintain confidentiality of guest information and financial transactions.
- Follow security procedures, including verifying guest identities during check-in.
- Keep accurate records of guest interactions, feedback, and incidents.
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