Jobsinghana.com

Report to: Front Office Manager

Key Responsibilities:

1. Guest Services and Assistance:
   • Welcome guests upon arrival, assist with check-in procedures, and provide orientation to hotel facilities, services, and amenities.
   • Address guest inquiries, requests, and concerns promptly and courteously, demonstrating a proactive and solution-oriented approach to guest service.
   • Provide recommendations and information on local attractions, events, restaurants, transportation options, and other services to enhance the guest experience.
2. Concierge Services:
   • Coordinate guest reservations and arrangements for dining, entertainment, tours, transportation, and special events, ensuring accuracy and timeliness in all bookings.
   • Arrange transportation services, including airport transfers, taxi services, car rentals, and shuttle buses, according to guest preferences and requirements.
   • Assist guests with luggage handling, storage, and delivery, ensuring proper handling and security of belongings.
3. Guest Relations and Communication:
   • Build rapport and establish positive relationships with guests, anticipating their needs, preferences, and special requests to personalize their experience.
   • Communicate effectively with guests, colleagues, and external partners via in-person interactions, phone calls, emails, and other communication channels.
   • Handle guest feedback, comments, and complaints professionally and diplomatically, resolving issues promptly and escalating as necessary to ensure guest satisfaction.
4. Knowledge and Information Management:
   • Maintain up-to-date knowledge of hotel services, amenities, and promotions, as well as local attractions, events, and points of interest.
   • Stay informed about current events, weather conditions, transportation schedules, and other relevant information that may impact guests' stay or travel plans.
   • Utilize hotel systems, databases, and resources to access guest information, preferences, and special requests, ensuring confidentiality and data privacy.
5. Team Collaboration and Support:
   • Collaborate with front desk staff, bell staff, housekeeping, and other departments to ensure seamless guest experiences and efficient service delivery.
   • Provide support and assistance to colleagues during peak periods, emergencies, or special events, demonstrating teamwork and flexibility in fulfilling guest needs.
   • Participate in training sessions, staff meetings, and performance evaluations to enhance job knowledge, skills, and performance.

Qualifications/Skills:

• Diploma or a degree certification in Hospitality Management or Tourism is preferred.
• Minimum of 2-3 years of experience in guest services, concierge, or front desk operations, preferably in a luxury hotel or resort environment.
• Strong customer service skills, with a friendly, professional demeanor, and a passion for exceeding guest expectations.
• Excellent communication, interpersonal, and problem-solving abilities, with the ability to interact effectively with guests from diverse backgrounds.
• Knowledge of local attractions, restaurants, transportation options, and services, with the ability to provide accurate recommendations and assistance.
• Proficiency in computer applications such as Microsoft Office Suite and hotel management systems.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks, prioritize responsibilities, and meet deadlines.

How to Apply

• Interested candidates are invited to submit their CV and a cover letter detailing their relevant experience and qualifications to hr@rockcityhotelgh.com

Application deadline: 14th May, 2024