Receptionist

SUMMARY:
To provide a professional, friendly, and efficient front office service to all guests, ensuring a seamless guest experience from reservation through to departure. The Receptionist serves as the first point of contact for guests and is responsible for creating a welcoming environment while maintaining high service standards.

POSITION INFO:
Key Responsibilities & Duties:

• Welcome guests and visitors in a professional and friendly manner.
• Manage guest check-ins and check-outs efficiently and accurately.
• Handle all incoming telephone calls, emails, and guest enquiries.
• Process reservations, amendments, cancellations, and special requests.
• Maintain accurate guest profiles and reservation records.
• Provide guests with information regarding facilities, services, activities, and local attractions.
• Coordinate guest requests with housekeeping, maintenance, food and beverage, and other departments.
• Assist with arranging transfers, excursions, and special guest experiences.
• Process guest payments, invoices, and daily cash-ups.
• Ensure all guest accounts are accurate and up to date.
• Handle guest complaints and concerns promptly and professionally.
• Maintain a clean, organized, and welcoming reception area.
• Prepare daily arrival, departure, and occupancy reports.
• Monitor and manage reception stationery and office supplies.
• Ensure compliance with company policies, procedures, and service standards.
• Assist with administrative duties, filing, and record keeping.
• Promote lodge facilities and services to enhance the guest experience.
• Maintain confidentiality of guest and company information.
• Support the Front Office Manager with operational and administrative tasks.
• Work closely with all departments to ensure seamless guest service delivery.
• Ensure exceptional customer service standards are maintained at all times.
• Assist with shift handovers and communicate important operational information accurately.
• Perform any other reasonable duties required to support the efficient operation of the property.

• Grade 12 (Matric).
• Previous reception, front office, or hospitality experience advantageous.
• Computer literate with proficiency in Microsoft Office.
• Experience with reservation or property management systems advantageous.
• Excellent verbal and written communication skills in English.
• Valid driver's license advantageous.

Skills & Competencies:

• Exceptional customer service skills.
• Professional telephone etiquette.
• Strong administrative and organizational abilities.
• Excellent attention to detail.
• Ability to multitask and work under pressure.
• Problem-solving and conflict-resolution skills.
• Strong interpersonal and communication skills.
• Ability to work shifts, weekends, public holidays, and overtime when required.