As a Front Office Agent at Mount Nelson - A Belmond Hotel, you are on the frontlines of providing exceptional luxury hospitality experiences through knowledgeable and welcoming interactions with guests. In this role, you will make an impact by providing exceptional customer service. If you’re looking to develop your skills and be part of the future of luxury, this is your moment.

Primary Responsibilities Include:

• Perform all check-ins and check outs of hotel guests as per the standard policy and procedure of the hotel.
• Attend daily briefings & follow up on any pending items.
• Ensure that all department & guest reports, dockets and correspondence are completed accurately and punctually.
• Ensure all takings for the day are correct, balanced and banked according to Company policy and procedure.
• Check the daily arrival list to have detailed information regarding arrivals and room requirements.
• Be aware of all VIP’s – both in house and arrivals.
• Ensure that you adhere to the Leading Quality Assurance standards for Front Office.
• Carry out any other functions and responsibilities as directed by the Front Office Management to ensure the smooth running of the front desk.
• Stay up-to date about room rates, current promotions, offers and packages.
• Ensure that long stay and regular guests are acknowledged and their preferences are actioned and retained for future stays.
• Liaise with Housekeeping to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs.
• Assist with recommending activities and restaurants to guests when the Concierge team are unavailable.
• Provide support and coverage to all areas of the Front of House division as required.
• Communicate any relevant guest feedback.
• Ensure you follow the departmental policies and procedures in compliance with GDPR and PCI.
• Assist with Guest Services duties as and when required.
• Provide information about hotel amenities and promote hotel services and ensure you stay self-informed on what activities are available in the city and surrounds.
• Assist with Food and Beverage reservations coverage as and when required, on a regular or semi-regular basis.

Requirements

What You Bring:

• Diploma / Degree from a reputable hotel school.
• 1 to 2 years’ experience in Front Office or similar role within a luxury hotel environment.
• Experience with hotel reservations software – advantageous
• Strong verbal and written communication skills.
• Good organisational skills.
• Proficient in MS Office and Opera.
• Excellent customer service skills.
• Strong mathematical skills.

Benefits

What We Offer:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive basic salary and benefits
• Loyalty and recognition rewards programs
• Employee Assistance & Wellness programs  

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.