Front Office Operations Agent

SUMMARY:
Hotel & Conference Centre based in Durbanville is looking for a Front Office Operations Agent.

POSITION INFO:
Duties:
 
Welcome guests and provide a professional first impression.
Perform guest check-in and check-out procedures.
Answer, screen and transfer incoming telephone calls.
Handle guest enquiries, requests and complaints promptly and professionally.
Allocate rooms and assist guests with hotel orientation.
Bill guests for additional services and amenities.
Maintain guest records and update internal databases.
Administer petty cash during shifts.
Maintain key control and daily key register.
 
Administration:
 
Manage room maintenance reports and follow up on outstanding items.
Process daily departure documentation and distribute to Accounts.
Distribute incoming emails to relevant departments.
Maintain guest feedback reports.
Update vehicle logbooks and operational spreadsheets.
Scan and file conference feedback documentation.
Assist the Reservations Manager with accommodation bookings.
Prepare comprehensive shift handovers.
 
Conference & Events Support:
 
Prepare conference venues according to function sheets.
Meet and welcome conference delegates.
Assist with basic technical setup where required.
Serve refreshments during conferences when necessary.
Monitor conference facilities throughout the day.
Ensure venues remain clean, organised and presentation ready.
Collect delegate feedback forms for management.
 
Property & Operational Support:
 
Conduct regular property inspections to identify maintenance or service issues.
Coordinate guest service requests with relevant departments.
Assist with basic IT-related guest support (Wi-Fi, telephones and computer queries).
Support health, safety and fire compliance procedures.
Ensure all assigned work areas remain clean, secure and operational.
Perform additional operational duties as reasonably required by management.
 
Shift work is essential:
 
Early Shift: 06:00 – 15:30
Late Shift: 12:45 – 21:30
Sleep over 15:00 - 06:30
 
Requirements:
 
Grade 12
Recognized Hospitality Qualification preferred
At least 1 – 2 years’ experience working in a 4 / 5* hotel environment within in a receptionist role
Well-groomed and professional disposition
Confident and calm demeanour
Excellent telephone and email etiquette
Ability to manage conflict and challenging situations with respect and confidence
Positive and friendly attitude
Strong organizational and planning skills
Ability to multitask and work within a fast paced pressurized and team orientated environment
Excellent communication and interpersonal skills.
Strong attention to detail and efficiency pertaining to area of responsibility