Receptionist

SUMMARY:
Position Overview
We are seeking a professional, well-presented and guest-oriented Receptionist to join a prestigious luxury hotel in Hout Bay, Western Cape.
The successful candidate will be responsible for managing the front desk operations and ensuring that all guests receive a warm, welcoming and personalised experience from arrival through to departure.
The ideal candidate must have excellent communication and interpersonal skills, strong administrative abilities and a passion for delivering exceptional guest service. Previous experience within a luxury hotel or boutique hospitality environment will be advantageous.
Key Responsibilities

• Welcome and greet guests in a friendly, professional and hospitable manner.
• Manage guest check-ins and check-outs efficiently and according to hotel procedures.
• Handle guest reservations, enquiries, bookings and amendments.
• Answer incoming telephone calls, emails and other guest communications promptly and professionally.
• Provide guests with accurate information regarding hotel facilities, services, activities and local attractions.
• Maintain accurate guest records, reservations and relevant administrative documentation.
• Manage the hotel's booking system and Property Management System (PMS).
• Process guest payments, invoices and billing accurately.
• Handle guest requests, complaints and queries professionally, ensuring prompt resolution.
• Liaise with housekeeping to ensure rooms are cleaned, inspected and ready for arriving guests.
• Communicate effectively with other departments to ensure smooth daily hotel operations.
• Coordinate special guest arrangements, including room preferences, amenities and special occasions.
• Maintain a neat, organised and professional reception area at all times.
• Ensure guest information and personal details are handled confidentially.
• Assist with concierge duties, including arranging transport, tours and restaurant reservations where required.
• Monitor arrivals, departures and occupancy information.
• Prepare shift handovers and communicate outstanding guest requests or operational matters to incoming staff.
• Maintain the hotel's service standards and contribute towards an exceptional guest experience.

POSITION INFO:
Qualifications

• Grade 12 or equivalent.
• A Hospitality Management, Hotel Management or Front Office qualification would be advantageous.
• Additional customer service or reception training would be beneficial.

• Minimum 2 years' experience in a receptionist or front office position within a hotel, lodge or guesthouse.
• Previous experience within a luxury hotel or boutique hospitality environment would be advantageous.
• Knowledge of hotel reservations, check-in and check-out procedures.
• Experience working with hotel Property Management Systems (PMS) and booking platforms.
• Basic understanding of hotel billing, invoicing and payment procedures.
• Previous experience handling guest complaints and enquiries professionally.

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Excellent administrative and organisational abilities.
• Good computer literacy, including Microsoft Office.
• Knowledge of hotel reservation systems and PMS platforms.
• Strong telephone etiquette and professional email communication.
• Excellent attention to detail and accuracy.
• Ability to multitask and prioritise responsibilities.
• Strong problem-solving and conflict-resolution skills.
• Ability to remain calm and professional under pressure.
• Good numerical and cash-handling abilities.

• Well-presented, polished and professional.
• Friendly, approachable and welcoming.
• Confident and articulate.
• Guest-focused with a passion for luxury hospitality.
• Honest, reliable and trustworthy.
• Proactive and solutions-oriented.
• Patient, diplomatic and able to handle difficult situations.
• Strong work ethic and willingness to go the extra mile.
• Flexible and adaptable to changing operational requirements.

• This is a live-out position. Candidates must have their own reliable accommodation in or around Hout Bay, Western Cape.
• Must be willing to work shifts, weekends and public holidays as required.
• Must have reliable transport or be able to commute to and from the hotel.
• Must be comfortable working in a fast-paced luxury hospitality environment.
• Ability to work independently and as part of a team.
• Must maintain confidentiality regarding guest information and hotel operations.

Ideal Candidate Profile