Guest Liaison
Guest Liaison
Posted on :
21-10-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
21-10-2024
Job Description
Scope of Position:
As a Guest Liaison you will be responsible for handling all incoming calls as well as treating all in house guests requests 24 hours a day 7 days a week in order to ensure their stay at the Fairmont Hotel becomes a memorable moment.
Job Requirements and Qualifications:
- Proficiency in the English including written and verbal communication.
- Outstanding communication and interpersonal skills
- Experienced in Property Management Systems i.e. Opera Cloud Office Suite (Word Excel and PowerPoint) and Midas
- Previous experience would be advantageous.
- Developing and nurturing interpersonal relationships (with guests suppliers and colleagues alike)
- Experience in the hospitality and tourism industry preferable.
- Excellent organizational and planning skills.
- Team player.
- Have the ability to work under pressure.
- Enjoy anticipating and exceeding guest expectations.
- SelfMotivator.
- Basic reservations knowledge will be advantageous.
- Good general knowledge of the Front Office Department.
Main Responsibilities:
- This is a multiskilled role incorporating both Front Office and Food and Beverage Duties in line with the business demands.
- You will have the ability to multitask while under pressure and have a proactive personality in this busy hands on role.
- Welcomes guests and fosters customer loyalty though his/her friendly manner.
- Ensuring that each and every guest has been offered the ACCOR ALL LOYALTY program in accordance with Hotel Standards.
- Handles and resolves any guest complaints.
- Provides guests with a single point of contact throughout their stay.
- Based in the lobby and ready to assist at any stage of the guests stay from check in to check out and all required in between.
- The role includes Checking and Checking out Guest in compliance with internal procedures.
- Working in the Food and Beverage outlets including Breakfast Bar Lunch and Dinner if required
- Support the Reservations Team Member when needed.
- Support the Back Office Experts when needed.
- Preparing guest arrivals for the following day where required.
- Ensuring a brief overview is given to guests of Hotel Facilities .
- To manage guest billing and accounts.
- To facilitate payments at checkin and checkout.
- Preparing for guest checkout.
- Preparing City Ledgers.
- Performing Foreign Exchange Transactions if operationally required.
- Performing paidouts and cash advances if operationally required.
- Posting miscellaneous charges.
- Providing Tax Invoices if and when required.
- Facilitating guest courier and receiving parcels on guest behalf in the absence of Concierge.
- Handling all guests monetary related needs and issues.
- Supply guests with information about the hotel Cape Town and surrounds and any other general questions they might have.
- Booking of Restaurants and online Services such as Table Mountain and Robben Island Tickets.
- Passes on information as necessary to other departments (floor staff technical etc.) and to other members of the Guest Services Team.
- Ensures that all guests documentation is uptodate and available to support Back Office Expert.
Levels of accountability:
- Reports directly to the Assistant Front Office Manager and in his/her absence the Front Office Manager is responsible for the department.
- Following up on daily tasks such as Payment Query accounts preparing traces and alerts for future bookings.
Financial: Satisfied Shareholders:
- Checking the billing instructions for inhouse guest room accounts against correspondence or vouchers and assuring complete accuracy on guest bill and following instructions accordingly
- Charging of sundry expenses such as PaidOuts Tours and Transfers Laundry charges guest stationery charges service fees last minute minibar consumptions
- Checking dockets from the spa and all other F&B outlets and ensuring that it corresponds with the account on the system. Ensuring that all guest Laundry is posted on their accounts and balanced back to the prelist.
- Manual processing of payments for accommodation incidentals couriering
- Be business orientated in keeping expenses low and promoting profits in all aspects of your job.
- Managing Wastage at Reception Desk
- Being able to do fraud checks when taking payment on credit cards as well as identifying notes that are fraudulent.
- Ensuring all void transactions are recorded with a full explanation and handed in with your daily banking.
- Assisting guest with placing holding deposits on room accounts Adapters Towels ect.
- Promoting all revenue outlets of the hotel
Customer Relations:
- Provides a friendly and personalized welcome for guests.
- Offers an attentive service to guests adapting to each guests specific requirements.
- Heeds any remarks made by guests and ensures followup.
- Conveys the image of the hotel and the hotel brand on and off duty.
Processes: Effective Front Office Processes
- Maintains departmental Standard Operating Procedures.
- Coordinate agent and guest requests on all channels of communication.
- Assist in training new staff.
- Ensure that you assist in facilitating guest courier according to guest request in the absence of Concierge.
- Coordinate luggage collection from rooms while guests check out.
- Obtaining authorization on credit cards of guests who have checked in and cancelling them on departure.
- Adjusting entries guests may query after consultation with the manager on duty.
Learning and Growth: Motivated and Prepared Workforce:
- Attend Front Office meetings and Meetings related to financial aspects in Role.
- Ability to improve communication skills.
- Ability to improve technical skills.
- Ability to receive feedback.
Hygiene / Personal safety / Environment:
- Ensures that the workplace remains clean and tidy and the safety of consumable goods by always respecting HACCP regulations.
- Respects instructions and safety guidelines for the equipment used.
- Applies the hotels security regulations (in case of fire etc.)
- Respects the hotel commitments to the Environment Charter (saving energy recycling sorting waste etc.)
Qualifications :
- Proficiency in the English including written and verbal communication.
- Outstanding communication and interpersonal skills
- Experienced in Property Management Systems i.e. Opera Cloud Office Suite (Word Excel and PowerPoint) and Midas
- Previous experience would be advantageous.
- Developing and nurturing interpersonal relationships (with guests suppliers and colleagues alike)
- Experience in the hospitality and tourism industry preferable.
- Excellent organizational and planning skills.
- Team player.
- Have the ability to work under pressure.
- Enjoy anticipating and exceeding guest expectations.
- SelfMotivator.
- Basic reservations knowledge will be advantageous.
- Good general knowledge of the Front Office Department.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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