Receptionist

SUMMARY:
Purpose of the Position
The Receptionist is responsible for welcoming guests, managing reservations, handling enquiries, and ensuring efficient front desk operations within a hospitality establishment. The role focuses on providing excellent customer service and creating a positive first impression for guests.
 
Key Responsibilities
Front Desk Operations

• Welcome guests on arrival and assist with check-in and check-out procedures.
• Manage room reservations and booking systems.
• Answer telephone calls and respond to emails and enquiries.
• Provide guests with information about hotel services, facilities, and local attractions.

• Ensure guests receive friendly and professional service.
• Handle guest complaints and resolve issues efficiently.
• Assist guests with requests, directions, and special arrangements.
• Maintain a positive and welcoming atmosphere.

• Maintain accurate guest records and documentation.
• Process payments, invoices, and receipts.
• Prepare daily reports and update reservation systems.
• Coordinate communication between departments.

• Handle cash, card payments, and billing procedures accurately.
• Balance cash drawers and maintain financial records.

• Follow hotel safety and security procedures.
• Report suspicious activities or emergencies when necessary.

POSITION INFO:
Minimum Qualifications

• Grade 12 / Matric certificate.
• Certificate or Diploma in Hospitality, Tourism, or Office Administration is advantageous.

• 1–2 years’ experience in reception, customer service, or hospitality.
• Experience using reservation or booking systems preferred.

• Front office and reservation procedures.
• Customer service principles.
• Basic administrative and financial procedures.
• Knowledge of hospitality operations.

• Excellent communication and interpersonal skills.
• Telephone etiquette and customer service skills.
• Computer literacy and reservation system knowledge.
• Organisational and multitasking abilities.
• Problem-solving skills and attention to detail.

• Friendly and professional appearance.
• Patient and polite.
• Reliable and trustworthy.
• Ability to work under pressure.
• Team player with a positive attitude.

• Shift work, including weekends and public holidays.
• Front office or reception environment.
• May require standing for long periods.