Job Description

Job Title: Front Office Agent

Location: Kigali-Rwanda

Reports to: Front Office Supervisor

Department: Operations

Job Purpose

In this role, you will primarily be responsible for providing exceptional customer service at the checkout counter, handling cash transactions accurately, membership records, maintaining a tidy and organized front-end area, processing cash, debit, credit, and check transactions using a cash register or other point-of-sale system in a retail environment.

Additionally, you will take on the crucial task of managing reservations for our establishment, ensuring smooth and efficient scheduling for our customers. This position requires excellent communication skills, attention to detail, and the ability to multitask effectively.

Key Duties and Responsibilities:

• Greet customers with a friendly and professional demeanor, providing a positive first impression.
• Verify billed items accurately, ensuring pricing and product codes are entered correctly compared to Captain orders and pricing categories.
• Process cash, mobile money, credit, and debit card transactions efficiently, maintaining a balanced cash drawer.
• Issue receipts, refunds, and change.
• Redeem stamps and coupons.
• Answer customer inquiries and resolve any issues or complaints promptly and courteously.
• Ensure the checkout area is clean, well-stocked, and organized at all times.
• Collaborate with other team members to maintain a smooth and efficient billing process.
• Provide hands-on support and assistance to Colleagues to ensure highest levels of service and courtesy are provided to guests.
• Adhere to all company policies and procedures, including safety and security protocols.
• Handle incoming reservation requests through various available channels (phone, email, online) and ensure that all procedures are followed according to guidelines given.
• Assist customers in selecting suitable reservation options based on their preferences and availability.
• Enter reservation details accurately into the system, ensuring all necessary information is recorded.
• Confirm reservations with customers, providing all necessary details and addressing any questions or concerns.
• Maintain an organized reservation calendar, ensuring optimal scheduling and maximizing occupancy.
• Monitor and manage reservation cancellations and modifications promptly, offering alternative options when necessary.
• Collaborate with other departments, such as the kitchen or management, to ensure seamless coordination of reservations.
• Participate in all team briefings, meetings, and training as directed by Management.

Qualifications:

Customer Service Skills:

• Exceptional customer service and interpersonal skills, with a friendly and approachable demeanor.
• Ability to handle challenging situations with patience and professionalism.
• Strong guest-oriented communication skills, both verbal and written English and French, with the ability to actively listen and respond effectively.

Attention to Detail:

• Accurate cash handling abilities, with a keen eye for detail to prevent errors.
• Thoroughness in recording reservation information and maintaining an organized reservation system.
• Ability to perform assigned duties with attention to details, speed, accuracy, follow-through, courtesy, cooperativeness, and work with a minimum of supervision.

Multitasking and Time Management:

• Demonstrated ability to handle multiple tasks simultaneously and prioritize effectively.
• Efficient time management skills to ensure prompt response to customer inquiries and manage reservations promptly.

Technology Proficiency:

• Comfortable working with computer systems, including point-of-sale (POS) systems and reservation management software.
• Proficiency in basic office applications (e.g., email, spreadsheets) and the ability to learn new software quickly.

Flexibility and Teamwork:

• Willingness to work in a dynamic and fast-paced environment.
• Ability to collaborate effectively with colleagues and other departments to ensure smooth operations.

CORE VALUES & COMPETENCIES

Blow Away the Customer:

• I care and 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;
• I am honest and fair;
• I take responsibility and contribute towards the financial performance of where I work.

ACKNOWLEDGEMENT

I have read and understand the duties required of me and will adhere to and perform them as required.