Receptionist- Maslow Hotel

• The Maslow Hotel is looking for a Receptionist to join its Front Office team. The successful candidate will provide exceptional guest service, manage check-in and check-out processes, and ensure a seamless and memorable guest experience.

Job Description

Job Purpose

• The Receptionist is responsible for serving as the primary point of contact for guests, facilitating seamless check-in and check-out processes, promoting room upgrades and hotel services, and delivering exceptional, personalised customer service to ensure a memorable guest experience.

Key Performance Areas

Front Office Operations

• Monitor the appearance of front-of-house areas and report any issues relating to equipment or system functionality.
• Ensure the cleanliness and presentation of reception and public areas.
• Check and replenish information brochures and guest materials.
• Review daily arrival and VIP guest lists and understand special guest requirements.
• Assist with the preparation and distribution of welcome and VIP amenities.
• Maintain knowledge of hotel facilities, services, promotions, and activities.

Guest Services

• Welcome and acknowledge all guests with a friendly and professional attitude.
• Perform guest check-in and check-out procedures, including issuing room keys, preparing accounts, and processing payments.
• Take and relay messages accurately to guests.
• Assist guests with special requests, such as booking services, arranging transportation, or safeguarding valuables.
• Provide information on hotel services, facilities, and accommodation rates.
• Build positive relationships with guests and handle complaints courteously and professionally to protect the hotel's reputation.

Reservations and Administration

• Maintain accurate records of room bookings, guest information, and billing transactions.
• Process reservations received through online platforms, telephone calls, and walk-in requests promptly and accurately.
• Ensure all guest accounts and documentation are completed and maintained for accountability and future reference.

Coordination and Reporting

• Report housekeeping, maintenance, and equipment issues to the relevant departments to ensure prompt resolution.
• Promote and upsell hotel facilities, products, and services.
• Provide guests with information about local attractions and directions when required.
• Remain present at the reception desk and maintain a professional appearance and conduct at all times.

Cash Handling

• Manage and reconcile own cash float.
• Conduct end-of-shift cash-ups and ensure all financial transactions are accurately recorded.

Job Requirements

• Grade 12 (Matric).

Experience

• Minimum of 2 years' experience in a customer service environment, preferably within the hospitality or hotel industry.

Skills and Knowledge

• Ability to work shifts in line with operational requirements.
• Physically capable of moving around and standing for extended periods.
• Flexible and willing to perform similar duties in alternative outlets as required by operational needs.
• Strong customer service and communication skills.
• Knowledge of an additional language relevant to the market would be advantageous.