Front Office & Reception - Mongu

REPORTS TO: FOOD & BEVERAGE MANAGER

JOB SUMMARY:

We are looking for a customer-oriented Front Office & Receptionist to manage our reception area. You will act as the ‘face’ of our company and ensure visitors receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations and guest services. A combination of a pleasant personality with a dynamic professional attitude to be a part of our front office team. Our ideal candidate is one who is able to deal efficiently with complaints and has a solid customer service approach. Ultimately, the candidate should be able to ensure our front desk provides professional and friendly service to all our customers.

DUTIES AND RESPONSIBILITIES:

• Conducting regular inspections of the front office to determine whether proper standards of hygiene and sanitation are maintained.
• Develop strategies for improving our customer’s experience.
• Reviewing Customer surveys to develop and implement ways to improve customer service.
• Resolving customer complaints in a professional manner.
• Welcome guests and visitors to the front lobby of the facility, record their information and assist them to choose a room or rooms based on their needs.
• Answer incoming telephone calls, manage inquiries, and provide information.
• Preparing periodic reconciliations.
• Assist with general administrative duties such as filing, data entry, and document preparation.
• Manage the calendar and coordinate meetings, appointments, and events.
• Collaborate with various departments to ensure seamless communication and efficient operations.
• Ensure customer satisfaction.
• Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and/or service staff.
• Respond to customer needs and requests in a timely manner.
• Manage incoming and outgoing mails and faxes.
• Collect the guest’s payment using either credit/debits cards, cash or checking account information for rooms at the end of each stay and ask for a room deposit when necessary.
• Settle the facility register at the end of each shift or day by counting the Cash at Hand as well as the Safe, printing receipts and running financial activity reports.
• Ensure that extra services ordered by the guests, such as alcoholic drinks, entertainment and food, are properly accounted for and charged on the final bill.
• Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.
• Keep the hotel lobby area inviting and clean at all times by working hand in hand with Housekeeping

REQUISITES:

• A Good standard of spoken and written English;
• Critical thinker and problem-solving skill;
• Team player;
• Good time-management skills;
• Great interpersonal and communication skills.
• Exceptional organizational skills, with the ability to prioritize tasks and work independently.
• Strong attention to detail and problem-solving abilities.
• A friendly and professional demeanor, with excellent interpersonal skills.

QUALIFICATIONS:

• Full Grade twelve Certificate;
• A minimum of a Diploma in Business Administration, Office Management, Certificate in General hospitality, Hospitality management (Diploma shall be an added advantage).or a related field.
• Excellent written and verbal communication skills in English.
• Proficient in the use of Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) and Microsoft Teams.

REQUIRED EXPERIENCE:

• 3 years’ experience in a receptionist or administrative role, including experience in petty cash bookkeeping or similar role and worked in a fast-paced restaurant, five star experience will be an added advantage.

Email your application, CV and credentials to The Human Resource at

Only shortlisted candidates will be contacted.