Job Purpose:
Responsible for ensuring that all customers are attended to accordingly, as well as embody and protect the correct image of the organization.
Skills & Qualifications.
Diploma in Front Office Management, Reception, Customer Care, and Public Relations.
Two (2) years' experience in a similar role, preferably in a similar setting.
Behavioral Competencies.
Impeccable verbal and written communication skills.
Resourceful and proactive.
Excellent organizational skills.
Multitasking and time-management skills, with the ability to prioritize tasks.
Customer service attitude.
Responsibilities.
Receives and attends to incoming guests at the reception.
Checks in guests by assisting them to fill the check-in form with details i.e. passport, and accompanying them to their respective apartments.
Keeps abreast of room status by coordinating with the housekeeping leader. Is aware of the room location, type, and rates.
Ensures that the correct inventory is taken of all the contents in the apartment during check-in and check-out.
Assists tenants on how to operate the appliances in the apartments.
Receives calls and directs them to the right recipient using proper telephone etiquette.
Handles guest complaints in regard to internet, Wi-Fi, DSTV, laundry etc.
Liaises with the housekeeping supervisor regarding cleaning and specific requirements of the guests.
Assists tenants with any queries they may have or need in terms of where to get specific services in the area.
Assists walk in guests who want to view the apartments or make reservations.
Follows up with the tenant list to know the position of the tenancy in case of vacant apartments.
Receives parcels or letters on behalf of the tenants.
Assist guests in ordering meals or advise them where they can get meals.
Liaises with maintenance for any issues arising that need escalation to management.
Liaises with the maintenance team to ensure emergencies at night are sorted, e.g., faulty lifts, power failure, switch on the generator, etc.
Ensure that Guest complaints are resolved promptly and appropriately.
Liaise with the Food and Beverage department on in-house guest meal plans.
Conduct proper filing of guest folios daily.