Front Office Lodge Anchor

SUMMARY:
The Front Office Anchor is responsible for delivering exceptional guest service by managing all front office operations, ensuring smooth check-in and check-out procedures, handling reservations, coordinating guest requests, and creating memorable guest experiences. The role serves as the first point of contact for guests and represents the lodge's commitment to outstanding hospitality.
Key Responsibilities

• Welcome guests warmly and provide a professional, personalized arrival experience.
• Manage all guest check-ins and check-outs efficiently.
• Handle reservations, amendments, cancellations, and room allocations.
• Process guest payments, invoices, and account settlements accurately.
• Answer telephone calls and respond promptly to emails and guest enquiries.
• Provide guests with information about lodge facilities, activities, and surrounding attractions.
• Coordinate guest arrivals, departures, transfers, and special requests.
• Liaise with Housekeeping, Food & Beverage, Maintenance, Spa, and Safari departments to ensure seamless guest experiences.
• Maintain accurate guest profiles and reservation records.
• Assist with concierge services, including activity bookings and restaurant reservations where applicable.
• Resolve guest complaints professionally and escalate issues when necessary.
• Ensure reception and lobby areas remain clean, organised, and welcoming.
• Prepare daily reports, occupancy reports, and arrival/departure lists.
• Promote lodge services and upsell accommodation, activities, and additional guest experiences.
• Maintain confidentiality of guest information.
• Ensure compliance with lodge policies, health and safety standards, and operational procedures.

POSITION INFO:
Minimum Qualifications

• Grade 12 (Matric).
• Hospitality Management qualification or relevant tertiary qualification (preferred).

• Minimum of 2 years' experience in a Front Office, Reception, or Guest Services role within a 4-star or 5-star lodge or hotel.
• Experience using OPERA PMS or a similar property management system.
• Experience handling reservations and guest accounts.

• Excellent communication and interpersonal skills.
• Outstanding guest service and customer care.
• Strong organisational and multitasking abilities.
• Excellent telephone and email etiquette.
• High level of professionalism and attention to detail.
• Ability to work efficiently under pressure.
• Strong administrative and problem-solving skills.
• Computer literacy, including Microsoft Office.
• Financial accuracy when handling payments and guest accounts.
• Ability to work independently and as part of a team.

• Property Management Systems (preferably OPERA PMS).
• Reservation procedures and front office operations.
• Hospitality service standards.
• Guest relations and complaint resolution.
• Cash handling and payment processing.
• Health and safety procedures.
• Basic knowledge of local tourism attractions and lodge activities.

• Valid driver's licence (advantageous).
• Own reliable transport (preferred where accommodation is not provided).
• Willingness to work shifts, weekends, and public holidays.
• Well-groomed, professional appearance.
• Ability to live on-site if accommodation is provided.

• Friendly, welcoming, and service-oriented.
• Positive attitude with a passion for hospitality.
• Strong attention to detail.
• Excellent time management and organisational skills.
• Ability to remain calm and professional in high-pressure situations.
• Flexible, reliable, and proactive.