Job Description

OBJECTIVESTo increase customer satisfaction by providing efficient, prompt, courteous, correct, trouble free communications support for hotel guests and hotel employees by operating hotel communications systems in line with the hotels guidelines.RESPONSIBILITIES & ACTIVITIESPROVIDE PROMPT, CORRECT COMMUNICATIONS SUPPORT1. Communicates clearly and courteously2. Demonstrates fluency in the use of equipment3. Responds to customer questions regarding the hotel, in-house facilities, and local events4. Provides courteous, prompt, and accurate inter-hotel communications to staff and customers5. Takes and delivers accurate and complete messages6. Ensures that all booking files are created per day according to offers that have been shared to clients by the M&E Groups Team7. Ensures that all bookings are made in DinePlan and aligned with bookings in Emma for all events that occupy restaurant spaces (including conference and meeting lunches)8. Follows established hotel security and safety policies as required9. Identifies and forwards incoming faxes, customer mail, packages, and messages promptly10. Assists individual reservations team where possible to execute quotes and bookings for queries or 9 rooms or less11. Assists in group reservations team where possible to execute quotes for bookings of 10 rooms or more12. To ensure when quoting that the correct rate and availability of the hotel is given to the guest13. Prepares VIP in house list as requested14. Prepares lists and reports as requested15. Ensure all documentation is up to date and filed correctly16. Assists M&E and Groups team will ICQ documentation requirements (filing of c17. Assists FIT reservationists with ICQ documentation requirements (no show reports)18. Assists FIT reservationists with working ahead and securing provisional reservations ahead of time with vouchers/payments and updated billing instrustions19. Ensure all equipment is in working order and stationery stocked20. Attends meetings and training required by the RED GEN LEAD21. Is aware and carries out RED service concepts22. Handles guest complaints efficiently and ensure RED GEN LEAD is informed23. Is fully aware of current hotel promotions and convey effectively24. Accepts flexible work schedule necessary for uninterrupted service to hotel guests25. Continuously seeks to endeavour professionalism in own job function26. Follows any reasonable instruction given from a Lead27. Stays current with activities in the hotel by reviewing the communication log book each shift; updates log book for next shiftKNOWLEDGE OF FRONT OFFICE TECHNOLOGYxc2xb7 Is fully conversant with the hotel reservation systemxc2xb7 Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipmentLAWS, REGULATIONS AND POLICIESxc2xb7 Follows all applicable laws, especially in regards to food safety and sanitation, and alcohol regulationsSECURITY, HEALTH, AND SAFETYxc2xb7 Maintains high confidentiality in regards to guest privacy

• Reports all potential and real hazards appropriately
• Fully understands the hotels fire, emergency, and bomb procedures
• Follows emergency procedures to provide for the security and safety of guests and employees
• Works in a safe manner that does not harm or injure self or others
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct
• Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities
• Knows:

- Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)
- Hotel and corporate marketing and promotional programsxc2xb7 Make sure that they are familiar with group in house, arriving and all due in and in house VIPSAttitude: In addition to basic grooming rules, the following traits of attitude are important:Punctuality1. Team Spirit2. Flexibilities (duties & timing)3. Revenue driven4. Customer orientation5. Creativity & Openness6. Proactive & fighting spirit7. Solution orientedAbout Company: "Welcome to the Radisson Red, V&A Cape town,, a new hotel philosophy that connects with an ageless millennial mindset through at, music and fashion. Gone are stuffy hotels and rigid rules. Weve taken care of the essentials, and showcase the best local flavors in the OUIBar +KTCHN; so that our guests can focus on creating a better trip. Our unique model means our guests are in control. From keyless entry, to requesting extra pillows. Guests can use our app to get what they need AND what they want. We offer three different rooms types for our guests and for those looking to brainstorm, share ideas an innovate, our Events & Games studios include 4 bright events studios. Tucked in the heart of the V&A Waterfront, RED Roof is more than just a hotel bar. Guests can soak up the sunset over Table Mountain, from the pool. Sip on cocktails and smoothies from the Drinks Van. Chill out with some yoga or just relax with friends."

Radisson