JOB SUMMARY Function: Reporting to Front Office Management, the successful incumbent will be responsible to perform administrative related tasks, as well as support the Front Office Manager as per operational requirements, whilst maintaining the quality and standards of the Westin Cape Town Hotel in accordance with Marriott International Policies and Procedures within a pressurized environment.
Required Experience & Qualifications Relevant Hospitality qualification or equivalentMinimum 2 – 3 years' experience working in hotel and/ or similar position.Front Desk experience required as will assist in all areas of Front OfficeShifts work.Systems Required – OPERA, MGS and GXP, Internet, MS Word/Office, Microsoft excel and Outlook.Professional dispositionAbility to work within a pressurized environmentProactive, self-motivated Individual with good professional work ethic.Good interpersonal skills and communication, guest centricExcellent communication and interpersonal skills.Excellent telephone and email etiquetteStrong planning and organizing skillsGood conflict resolution and problem solving skillsAttention to detail and strong administrative skillsResults and deadline drivenAbility to work methodical and systematicAbility to use Initiative and be proactiveAbility to work without supervision and within a teamExtensive working knowledge in MS Office in all MS office applications e.g. Word, Excel, OutlookDiligence, attention to detail and proactive with the ability to use initiative and work unsupervised is essential.Ability to converse and speak the English language in a professional manner.Strong verbal and writing skillsGood understanding of the Front Office operational environmentKey Responsibilities Assist staff with expediting problem payments (e.g., problems processing credit card).Follow up with guest regarding satisfaction with guest-related issues.Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.Process all payment types such as room charges, cash, checks, debit, or credit.Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.Process all check-outs including resolving any late and disputed charges.Answer, record, and process all guest calls, messages, requests, questions, or concerns.Coordinate with Housekeeping to track readiness of rooms for check-in.Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.Cash guests' personal checks and traveler's checks.Review shift logs/daily memo books and document pertinent information in logbooks.Count bank at the beginning and end of shift.Balance and drop receipts according to Accounting specifications.Assist management in training, motivating, and coaching employees; serve as a role model.Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.Anticipate and address guests' service needs.Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.Develop and maintain positive working relationships with others.Ensure adherence to quality expectations and standards.Stand, sit, or walk for an extended period of time.Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.Perform other reasonable job duties as requested by Supervisors.
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