Vacancy title:
Agent, Front Office

Jobs at:
One&Only Nyungwe House

Deadline of this Job:
5th August 2018.

Duty Station:
Kigali, Rwanda

JOB DETAILS:
One& Only Nyungwe House is seeking for a number of talented professionals to join the team and become part of this haven of creature-comforts.
• Position: Agent, Front Office
• Level: Colleague
• Department: Front Office
• Reports to: Front Office Manager, Front Office Team Leader
• Subordinates: None
JOB Details & Requirements
To provide reception services to all guests, and to efficiently respond to requests and concerns raised by internal and external guests. Duties include the smooth operation of check-in and check-out procedures, accurate cashiering transactions and delivery of personalised and professional service.
Key Duties and Responsibilities
• Adherence to all rules, procedures and policies of the Resort, in accordance to the guidance and communication stipulated by the Team Leader.
• Attend duty on a timely manner, with accurate adherence to uniform and grooming standards.
• Attend daily briefing conducted by the Front Office Team Leader/Assistant Manager/Manager.
• Handle all office or duty related equipment in order to accordingly perform needed procedures.
• Maintain a clean and tidy reception area and workspace.
• Allocate and fill out all registration and departure cards in the designated files.
• During night shifts, assistance to be provided for carry-through of PMS night audit procedures, preparation of all operational reports and delivery to management.
• Accurate handover of essential information to the next shift.
• Able to fully navigate the Resort PMS system, and handle check-in and check-out procedures in accordance with standards and time constraints.
• Issuance of keys in adherence to all security measures and procedures in order to assure guests and Colleagues safety.
• Be fully trained on walk-in reservations, DCC system, and up-selling procedures to ensure Resort revenue maximises and guests are satisfied.
• Carry out guests’ check-in, check-out and requests as per Resort standards.
• Be fully trained on checking high balance and traces report.
• Be fully trained on using downtime report.
• Be fully trained on closing City Ledger, rebates and all finance-related reports.
• Assist guests in all their needs throughout their stay and ensure all guests are assisted in a warm and personalised manner as per Resort standards.
• When applicable, assist guests with luggage transport upon arrival and departure.
• Communicate any guest requests or reservations to the call center for follow-up and communication is given back to the guest.
• Have full knowledge of special promotions, events and Resort activities at all times and have basic concierge knowledge of local sites and destinations.
• Deal with currency exchange and transactions according to Resort policies and procedures.
• Ensure all daily revenue transactions according to Resort policies and procedures.
• Be trained on respective tasks and duties in the case of life and safety, fire or other emergency procedures.
• Attend departmental training sessions as requested.
• Assist with other departmental job related tasks when requested.
• Ensure guest information is kept confidential at all the time as per Resort standards.
• Communicate correctly and efficiently with other guest services departments to ensure guest satisfaction.
• Have full knowledge of all Resort accommodation types, additional preferences available on request, and rates related to the respective accommodation type.
• Contributes in achieving departmental goals.
• Maintain Quality documentation.
Skills, Experience & Educational Requirements
• Fluency in English is essential, any additional languages is preferable.
• Must be willing to learn and skilled to perform the job of a Front Office Agent.
• Any job experience in the Hospitality sector and Front Office department in a resort environment (preferable five star) is a valuable addition.
• Ability to lift heavy objects to complete duties and guest requests.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to have strong guest-oriented services and communication skills.
CORE VAlues & Competencies
Blow Away the Customer
• I work towards exceeding the expectations of my customers
• I am proactive and deliver unique and everlasting memories for our customers
Develop Passionate and Committed People
• I am committed to being thoughtful towards our colleagues
• I am passionate about my role
Continuously Strive for Perfections (good enough never is)
• I constantly seek new ways and ideas to improve what I do
• I am inspired to make a difference
Achieve Sustainable Bottom Line Performance
• I am honest and fair
• I take responsibility and contribute towards the financial performance of where I work
FUNCTIONAL competencies
Grooming
• I present a professional image according to established standards
Communication
• I speak in a clear and concise manner both in person and over the phone
• I express ideas in a clear and coherent manner
Functional Skills and Knowledge
• I demonstrate my knowledge and skills effectively
• I take responsibility for my actions
Time Keeping & Grooming
• I report for work in my department on time daily
Response to Supervision
• I demonstrate respect for my leaders
• I respond to supervision positively

Job application procedure
If you are interested in applying for this position, please send your resume and cover letter to: carees@nyungwehouse.com  not later than 5th August 2018.