Responsibilities

• Greeting and briefing guests on arrival about our services and activities in a friendly and welcoming manner.
• Check-in and check-out guests in our computerized front office system.
• Manage guest requests and activities in a timely manner and share any special orders with the relevant departments.
• Answer all telephone calls in a professional and friendly manner.
• Manage reception emails in a timely manner.
• Allocate guest rooms daily.
• Prepare picnic lunch orders on a daily basis.
• Manage safari drives, transfers and activities by ensuring that our supplier is notified and confirmed one day in advance.
• Take guest morning wake-up calls and tea/coffee orders ensuring they are shared correctly and on time with the relevant departments.
• Ensure room rates are correctly applied for all bookings before check-out date.
• Ensure all guest folios are prepared and up-to-date each evening ready for check-out the following morning.
• Ensure payment is received for all non-account customers.
• Ensure cash floats balance each shift.
• Ensure invoices are closed on a daily basis and revenue is forwarded to the accounts department.
• Ensure enough internet access codes are printed daily for all guests in-house.
• Ensure working tools and equipment are always in good working condition and report any damage to your immediate supervisor. Requisition supplies as needed.
• Manage room keys (including spare) and report any missing to the Front Office Manager.
• Ensure nationality of all guests are entered in our system.
• Record rainfall on a daily basis.

Shop Activities

• Make sales in a friendly and helpful manner through our computerized POS system and be proactive and inter-active to make a sale.
• Ensure the shop and stock is kept clean and tidy at all times and all items are priced.
• Re-stock items as needed from the store.
• Requisition roast coffee gift bags from the Store on a daily basis to par levels.
• Identify fast moving items and share with Assistant General Manager.
• ‘Spot Check’ items and share with Assistant General Manager if inventory levels differ.
• Ensure the shop is always staffed (by yourself or reception) for security and theft reasons.
• Organize and quote on shipping items with our courier company if requested.
• Work closely with the ‘Artist in Residence’ and process their sales through the shop POS system.
• Participate in monthly stock-takes.
• Print barcodes and price items as directed by the Assistant General Manager.

Other Duties

• To undertake any reasonable requests made of you by the company including flexibility in hours and responsibility.
• Willing to help other departments of the property wherever possible and to understand the flexibility required when business levels peak and trough, to deliver the best possible service.

Core Competencies

• To maintain a high customer service focus by approaching your job with the customers always in mind and being proactive in a timely manner towards their needs and requests.
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• To contribute ideas and suggestions to enhance operational procedures in the department.
• To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• To contribute positively by providing both guests and fellow team-members with courteous, hassle-free service and by seeking to always maintain a pleasant working environment.

Minimum Qualifications

• Tanzanian Resident
• English Language Proficiency
• Customer service skills
• Proven work experience as a Receptionist, Front Office Representative or similar role
• Professional attitude and appearance
• Solid written and verbal communication skills
• Multitasking and time-management skills, with the ability to prioritize tasks
• Excellent organisations skills