Receptionist

SUMMARY:

Job Purpose

• Welcome and assist guests professionally throughout their stay.
• Handle check-ins, check-outs, and guest enquiries efficiently.
• Provide accurate information about lodge facilities, activities, dining, and services.
• Respond promptly to guest requests and concerns.
• Address guest complaints appropriately and escalate when necessary.
• Maintain a personalised, welcoming, and professional guest experience.
• Ensure the reception area remains clean, organised, and inviting.

• Manage the reception desk and ensure efficient day-to-day Front Office operations.
• Process guest arrivals, departures, room allocations, and reservations accurately.
• Coordinate with Housekeeping regarding room status and guest requirements.
• Communicate guest requests and relevant information to the appropriate departments.
• Assist with wake-up calls, transfers, activities, dining arrangements, and other guest services.
• Maintain accurate records of guest information and daily Front Office activities.
• Conduct shift handovers and ensure all relevant information is communicated to the incoming shift.
• Assist with coordinating guest activities and special arrangements where required.

• Answer and direct telephone calls professionally and efficiently.
• Respond to guest emails, messages, and enquiries in a timely manner.
• Maintain professional communication with guests, colleagues, suppliers, and external service providers.
• Ensure that all guest requests and messages are recorded and followed up appropriately.
• Maintain confidentiality when handling guest and company information.

Administration & Cash Handling

• Maintain accurate guest records and Front Office documentation.
• Process payments and guest accounts accurately in accordance with lodge procedures.
• Handle cash and credit card transactions responsibly where required.
• Reconcile Front Office transactions and documentation as instructed.
• Maintain accurate records of guest charges, payments, deposits, and other transactions.
• Complete daily Front Office administrative duties and reports.
• Report discrepancies, errors, or irregularities to the Front Office Manager promptly.

• Work closely with Housekeeping, Food & Beverage, Reservations, Guest Relations, and other departments to ensure seamless guest service.
• Maintain effective communication with management and colleagues.
• Participate in daily briefings, meetings, and handovers as required.
• Support colleagues during busy periods and assist with general Front Office duties.
• Participate in training and development initiatives.
• Promote teamwork, professionalism, and a positive working environment.

Health, Safety & Compliance

• Comply with all Qwabi Private Game Reserve policies, procedures, and operational standards.
• Maintain a safe, clean, organised, and professional reception area.
• Follow all health and safety, security, and emergency procedures.
• Protect guest confidentiality and personal information at all times.
• Report maintenance, security, safety, or operational concerns promptly.
• Ensure compliance with all relevant lodge standards and procedures

POSITION INFO:

Minimum Requirements

• Grade 12 (Matric) or equivalent.
• Previous experience in a Receptionist, Front Office, Guest Relations, or similar hospitality position preferred.
• Previous experience using Opera is required.
• Previous experience within a luxury lodge, hotel, or guest environment will be advantageous.
• Knowledge of lodge/hotel Front Office procedures and guest service standards.
• Computer literacy and basic knowledge of Microsoft Office.
• Knowledge of hotel/property management systems will be advantageous.
• Good command of English, both written and spoken.
• Ability to work shifts, weekends, public holidays, and according to operational requirements.

• Excellent guest service, communication, and interpersonal skills.
• Professional, friendly, and welcoming manner.
• Strong organisational, administrative, and time-management skills.
• Ability to multitask and work effectively under pressure.
• Strong problem-solving and decision-making abilities.
• High attention to detail, integrity, and confidentiality.
• Professional appearance and conduct.
• Strong teamwork and collaboration.
• Passion for hospitality and commitment to service excellence.

• High levels of guest satisfaction and positive guest feedback.
• Professional and efficient check-in and check-out processes.
• Accurate completion of Front Office administration and guest records.
• Effective communication and coordination between departments.
• Prompt and professional handling of guest requests and concerns.
• Accurate handling of guest accounts and payments.
• Clean, organised, and professional reception area.
• Consistent adherence to Qwabi service standards, policies, and procedures.
• Positive teamwork and contribution to the overall guest experience.