Senior Receptionist

SUMMARY:
Job Summary
The Senior Receptionist is responsible for managing the day-to-day Front Office operations of the lodge while delivering exceptional five-star guest service. This role oversees all reception activities, including guest arrivals and departures, reservations support, guest relations, administration, and cashiering. The Senior Receptionist also provides guidance and support to the Front Office team, ensuring operational efficiency and maintaining the highest standards of luxury hospitality.
Key Duties & Responsibilities
Front Office Operations

• Welcome guests warmly and professionally upon arrival.
• Manage all guest check-ins and check-outs efficiently.
• Ensure all guest registration documentation is completed accurately.
• Allocate rooms according to reservations, guest preferences, and operational requirements.
• Verify guest accounts and process payments.
• Maintain accurate guest profiles within the Property Management System (PMS).
• Ensure the reception area is clean, organized, and maintained to five-star standards.
• Perform Manager-on-Duty responsibilities when delegated.

• Deliver exceptional, personalized guest service throughout each guest's stay.
• Handle guest enquiries, requests, and complaints promptly and professionally.
• Arrange special occasions, honeymoon amenities, anniversaries, and VIP guest experiences.
• Build strong relationships with repeat guests and travel agents.
• Conduct guest follow-ups to ensure satisfaction.
• Record guest preferences to enhance future stays.
• Resolve guest concerns efficiently, escalating issues when necessary.

• Assist with reservation enquiries, amendments, and cancellations.
• Confirm bookings and ensure reservation details are accurate.
• Coordinate transfers, activities, spa bookings, and special requests.
• Maintain reservation records and filing systems.
• Prepare daily arrival, departure, and occupancy reports.
• Ensure all guest correspondence is handled professionally.

• Process guest payments using cash, card, EFT, or online payment systems.
• Reconcile daily cash-ups and credit card transactions.
• Balance guest accounts and ensure billing accuracy.
• Assist with debtor account queries where required.
• Ensure all financial transactions comply with company procedures.

• Supervise Receptionists and Front Office Assistants.
• Allocate daily duties and monitor workflow.
• Assist with training and onboarding of new front office staff.
• Conduct shift handovers and communicate operational updates.
• Support performance management and continuous staff development.
• Promote teamwork and high service standards.

• Liaise with Housekeeping regarding room readiness and guest requests.
• Coordinate with Food & Beverage, Maintenance, Spa, and Safari departments to ensure seamless guest experiences.
• Communicate VIP arrivals and special requests to relevant departments.
• Participate in daily operational briefings.

• Ensure compliance with lodge policies and procedures.
• Follow Occupational Health and Safety (OHS) standards.
• Maintain guest confidentiality in accordance with the Protection of Personal Information Act (POPIA).
• Assist during emergency procedures and evacuations when required.
• Report maintenance issues and safety hazards promptly.

• Assist with stock control of reception stationery and guest amenities.
• Maintain professional appearance and grooming standards.
• Keep accurate shift handover notes.
• Support the Front Office Manager or Lodge Manager with administrative duties.

POSITION INFO:
Minimum Qualifications

• Grade 12 (Matric).
• Diploma or Certificate in Hospitality Management, Hotel Management, Tourism, or a related field.
• Valid driver's licence is advantageous.
• First Aid certification is beneficial.

• Minimum 3–5 years' experience in Front Office operations within a four- or five-star lodge, hotel, or luxury hospitality environment.
• At least 1–2 years' experience in a senior reception or supervisory role.
• Experience working with international guests and travel agents.
• Experience using Property Management Systems (PMS) such as Opera, Protel, Semper, ResRequest, or similar.
• Previous experience in a safari lodge environment is advantageous.

• Excellent guest relations and customer service skills.
• Strong leadership and team supervision abilities.
• Excellent verbal and written communication skills.
• Strong administrative and organizational skills.
• Financial acumen with cash handling and reconciliation experience.
• Computer literacy, including Microsoft Office (Word, Excel, Outlook).
• Ability to multitask and remain calm under pressure.
• Excellent attention to detail and problem-solving skills.
• Knowledge of luxury hospitality standards and front office procedures.
• Professional telephone etiquette.

• Professional, confident, and well-presented.
• Friendly, welcoming, and guest-focused.
• Calm and composed under pressure.
• Honest, reliable, and trustworthy.
• Strong leadership and interpersonal skills.
• Highly organized with excellent attention to detail.
• Flexible and adaptable.
• Positive attitude with a hands-on approach.
• Able to work shifts, weekends, and public holidays.
• Comfortable living and working in a remote lodge environment where applicable.

• Guest satisfaction scores and positive online reviews.
• Accuracy and efficiency of check-ins and check-outs.
• Front Office audit and cash-up accuracy.
• Response time and resolution of guest enquiries and complaints.
• Accuracy of guest profiles and reservation records.
• Team productivity and adherence to service standards.
• Room readiness coordination with Housekeeping.
• Compliance with lodge SOPs, health and safety requirements, and POPIA.
• Upselling success for accommodation, activities, spa treatments, and other lodge services.
• Overall contribution to delivering an exceptional five-star guest experience.