Guest Experince Expert - AYS - Protea Hotel Fire & Ice

Job Number

Job Category Rooms & Guest Services Operations

Location 64 New Church Street, Tamboerskloof, Cape Town 8018, South Africa VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.

Provide information to guests about room features, property amenities, and local areas of interest. Process food & beverage orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards.

Read and visually verify information in a variety of formats

Education and Experience

• A recognized Hospitality qualification would be advantageous
• At least 1- 2 years Call Centre experience within a Hotel environment
• Proficiency in Microsoft packages (MS Word , Excel ,Outlook )
• Working Knowledge in Opera PMS
• Available to work flexible working hours
• Good telephone etiquette

• Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly.
• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• Assist guests with accessing the internet.
• Report accidents, injuries, and unsafe work conditions to manager.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
• Follow all company policies and procedures;
• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, and support team to reach common goals.
• Comply with quality assurance expectations and standards.
• Read and visually verify information in a variety of formats.
• Perform other reasonable job duties as requested by Supervisors.

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural
• disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure
• environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety
• personnel.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform,…