RECEPTION / GUEST LIAISON POSITION BRIEF

POSITION OBJECTIVE

• Receptionist is the first employee to interact with guests when they arrive or guests making and enquiry booking via telephone / email.
• The guests receive their first impression of the service of the Receptionist by their exchange with the receptionist.
• The roll represents the overall brand of the property on introduction and enquiry.
• He/she ensures great communication channels to the team and assist with guest liaison during working hours to ensure service excellence and brand values are met at all times.

DUTIES & RESPONSIBILITIES
• Answering the telephone, giving all relevant information.
• Take reservations and take deposits if required via property reservation system.
• Reply to all e-mails/ enquiries within agreed time frame.
• Prepare and send out invoices for deposit payments, where necessary.
• Daily administrative duties such as filing and setting up on appointments.
• Promote the property as a whole when dealing with reservations or enquiries.
• Deal with general admin, printing, filing.
• Keep a neat and tidy office environment.
• Ensure all stationary required is available and in good state.
• To meet and greet guests and welcome them into the establishment.
• Ensure that guests are made comfortable and are informed about the facilities and experiences on offer.

CORE CUSTOEMR SERVICE COMPETENCIES

• Consistently interacts with internal and external clients/customers, other employees with professionalism, respect and dignity even in difficult situations.
• Takes initiative to correct problems or concerns, instituting temporary measures if necessary while seeking permanent solutions within scope of authority.
• Properly and consistently maintains confidentiality.
• Maintains high ethical standards in the performance of duties and interaction with internal and external clients/customers and other employees.
• Safeguards organizational property and equipment and uses assigned property and equipment in a manner that promotes timely customer service.
• Demonstrates professional and cooperative support of other staff members regardless of position or department.
• Contributes to team tasks and endeavours with enthusiasm.
• Sets example of excellent customer service for others.
• Takes reasonable risks and ownership of results.
• Demonstrates commitment to understanding internal and external client/customer expectations and consistently meets or exceeds those expectations.
• Understands the organization's mission and goals. Knows own role in support of the mission.
• Writes effectively and ensures all written communications are appropriate for intended audience, error-free and convey the message desired.
• Consistently responds to internal and external client/customer needs and concerns with a sense of urgency.
• Verbal/Written Communications: Always communicates in a professional and timely manner. Answers phone calls promptly. Returns all phone calls within a reasonable timeframe. Leaves clear and concise voice messages. Acknowledges emails in a timely manner.
• Demonstrates effective, customer-focused communication skills including, but not limited to: active listening, making eye contact, asking questions to promote understanding, positive body language, and greeting people by name when possible.
• Acknowledges excellent customer services in other employees.

REQUIREMENTS & ATTRIBUTES

Own Transport with a Valid Driver's Licence
Well Spoken and Professional