Receptionist

Monday, 15 April, 2019
Zelda Oelofse-Cornthwaite     0823996381
Stellenbosch  

RECEPTION POSITION  

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 and 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 Customer 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 and Attributes

Proven customer serving
Customer-oriented approach and patience
Problem solving and decision making skills
Positive attitude and excellent communication skills 
Responsible and trustworthy
Attention to cleanliness and safety
Ability to develop constructive working and interpersonal relationships with colleagues and customers
Service orientation and excellent organizational skills
Active listening and effective communication competencies
Understanding basic rules as they apply to: Hygiene; Storage
Team working
The ability to listen: understanding how to detect customer need