Receptionist

SUMMARY:
The Receptionist is responsible for delivering exceptional guest service by ensuring a smooth and efficient front office operation. The successful candidate will be the first point of contact for guests, managing check-ins and check-outs, handling reservations, processing payments, and responding to guest enquiries. The Receptionist must have strong hands-on experience with Opera Property Management System (PMS) and demonstrate excellent communication, organisational, and customer service skills.
Key Responsibilities

• Welcome guests in a warm, friendly, and professional manner.
• Perform efficient guest check-ins and check-outs using Opera PMS.
• Verify guest details, process registrations, and allocate rooms.
• Handle guest enquiries, requests, and complaints promptly and professionally.
• Manage reservations, amendments, cancellations, and room allocations.
• Answer and direct telephone calls and respond to email enquiries.
• Process guest payments, invoices, deposits, and refunds accurately.
• Balance cash, card transactions, and daily shift reports.
• Maintain accurate guest profiles and reservation records in Opera PMS.
• Coordinate with Housekeeping and Maintenance to ensure rooms are guest-ready.
• Communicate effectively with all hotel departments to ensure seamless guest service.
• Promote hotel facilities, services, and special offers to maximise revenue.
• Maintain a clean, organised, and welcoming reception area.
• Assist with concierge services, including local information and guest arrangements.
• Ensure compliance with company policies, procedures, and health and safety standards.
• Complete daily reception administration and reporting.

POSITION INFO:
Minimum Qualifications

• Grade 12 (Matric).
• A qualification in Hospitality Management, Tourism, or a related field is advantageous.

• Minimum of 2–3 years' experience as a Receptionist within a hotel, lodge, or hospitality environment.
• Strong hands-on experience with Opera Property Management System (PMS) is essential.
• Previous experience in a 4-star or 5-star hotel or lodge is advantageous.
• Experience handling guest accounts, reservations, and front office administration.

• Advanced working knowledge of Opera PMS.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Knowledge of reservation procedures and front office operations.
• Ability to process payments and reconcile cash accurately.
• Strong administrative and record-keeping skills.

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Professional telephone etiquette.
• Excellent organisational and time-management abilities.
• High attention to detail and accuracy.
• Ability to multitask and work efficiently under pressure.
• Strong problem-solving and conflict-resolution skills.
• Professional appearance and positive attitude.
• Ability to work independently and as part of a team.
• Honest, reliable, and trustworthy.
• Strong sales and upselling abilities.

• Based in Pongola, KwaZulu-Natal.
• Shift work, including weekends, public holidays, and evenings, as required.
• May be required to work additional hours during peak operational periods.

• Guest satisfaction and service quality.
• Accuracy of guest registrations and billing.
• Efficient check-in and check-out times.
• Opera PMS data accuracy.
• Cash handling and payment reconciliation accuracy.
• Response time to guest enquiries and requests.
• Upselling and revenue generation.
• Compliance with front office procedures and company standards.
• Teamwork and communication with operational departments.