Job Description The Game Lodge Receptionist is the first point of contact for guests and plays a key role in creating a warm, welcoming, and memorable experience. This role involves handling guest check-ins and check-outs, managing reservations, coordinating guest requests, and ensuring smooth communication between all lodge departments. A lodge receptionist must be friendly, organised, and knowledgeable about the lodge, wildlife activities, surroundings, and guest services. The role requires exceptional guest service skills, professionalism, and the ability to work in a remote, fast-paced environment. Key Responsibilities 1. Guest Services & Front Desk Operations Welcome guests warmly upon arrival and assist with check-in/check-out procedures. Provide information on lodge facilities, game drives, activities, and meal times. Handle guest queries, requests, and complaints promptly and professionally. Maintain a friendly and helpful presence throughout guests’ stay. 2. Reservations & Administration Manage bookings, cancellations, and guest confirmations. Update the lodge reservation system and guest records accurately. Process payments, invoices, and billing for guest accounts. Assist with administrative duties such as filing, emails, and daily reports. 3. Communication & Coordination Liaise with housekeeping, kitchen, guides, and management to communicate guest needs. Ensure special requests (honeymoon setups, dietary needs, activity preferences) are delivered. Assist with coordinating guest arrival/departure times and transfer arrangements. 4. Guest Experience Support Ensure guests are informed about safety rules, wildlife procedures, and lodge protocols. Assist with activity bookings such as spa treatments, game drives, bush walks, etc. Promote lodge activities, retail products, and special services. 5. Professional Standards Maintain a clean, organised, and welcoming reception area. Uphold lodge standards of appearance, hospitality, and service delivery. Follow all SOPs, emergency procedures, and safety policies. Qualifications Matric / Grade 12 (required). Hospitality qualification or front-office training (advantageous). First Aid certificate (an advantage in remote lodge environments). Computer literacy (MS Office; reservation systems such as Opera, Panstrat, Semper, ResRequest, etc.). Experience 1–2 years experience as a receptionist, front desk agent, or guest service attendant. Experience in a game lodge, hotel, or hospitality environment is highly beneficial. Experience working in remote areas is an advantage. Skills & Competencies Excellent communication and interpersonal skills. Strong organisational and administrative abilities. Ability to multitask and work calmly under pressure. Professional telephone and email etiquette. Strong attention to detail and accuracy. Guest-centric approach and warm, friendly personality. Personal Attributes Well-presented, polite, and confident. Passionate about hospitality, wildlife, and guest engagement. Reliable, honest, and able to work independently. Flexible with work hours and able to adapt to remote lodge conditions. Positive attitude and commitment to delivering outstanding service.

Duty Description Guest arrival & departure Check guests in & out smoothly and efficiently; issue key cards; verify guest details; collect payment; ensure billing accuracy. Reservations & bookings Handle reservations (phone, email, direct, online); modify / cancel bookings; ensure room allocation is correct; coordinate with reservation department. Guest enquiries & concierge‑style service Provide information about the hotel facilities (restaurants, spa, events), local attractions, transport, shopping etc.; assist with special requests (e.g. dietary needs, early check‑in / late check‑out). Front office system usage Use PMS (Property Management System) to record guest details, room status, payments; coordinate with housekeeping, maintenance etc. Telephone and message handling Answer calls politely; direct to appropriate departments; take messages; follow up. Upselling / cross‑selling Promote hotel services (spa treatments, dinners, excursions); encourage upgrades or add‑ons in a tasteful way. Cash handling and billing Handle payments (credit card, cash, etc.); balance cash drawer; issue invoices; resolve billing queries. Complaints & problem resolution Deal with guest complaints diplomatically; escalate where necessary; follow up to make sure guest is satisfied. Coordination with other departments Work with housekeeping (room availability, guest requests), maintenance (fix things), food & beverage, spa, concierge etc. Maintain reception & lobby areas Keep the reception/lobby tidy, presentable; ensure supplies (brochures, etc.) are stocked; ensure signage is correct; maintain the atmosphere befitting 5‑star standards. Administrative tasks Record‑keeping; preparing daily reports; shift handovers; emails; preparing daily arrival/departure lists; sometimes assisting with group bookings/conferences. Security & safety procedures Follow hotel’s safety, emergency and security policies; ensure guest identity where required; be aware of fire or evacuation protocols. Flexibility with shifts Work mornings/evenings/weekends/public holidays; possibly overnight shifts or late shifts depending on hotel. Qualifications & Skills What the hotel will expect from a candidate, to ensure they can deliver the level of service a 5‑star establishment demands: Formal education Matric (Grade 12) at a minimum; hospitality, tourism, or front‑office management certificate/diploma preferred. Some hotels may prefer a “hotel school” or vocational training. Relevant experience 1‑3 years (sometimes more) in front desk / reception / guest services in a luxury / 4‑ or 5‑star hotel. Experience with reservations, checking‑in/out, customer service under pressure. System knowledge Proficiency in hotel PMS systems such as Opera, Protel, Fidelio, or similar. Also Microsoft Office, email, possibly point‑of‑sale. Communication skills Excellent verbal & written communication in English; additional languages are a plus (helpful in Limpopo which is a tourist area). Good telephone etiquette. Interpersonal / guest service skills Friendly, polite, patient. Ability to remain calm under pressure; anticipate guest needs; attention to detail; diplomacy in dealing with complaints. Professional appearance & grooming As they are “face of the hotel” – neat uniform, clean appearance, good personal hygiene. 5‑star standards demand professionalism in how one presents. Flexibility & reliability Willingness to work irregular hours, shifts, weekends, holidays. Dependability is vital. Organisational skills & multitasking Must be able to handle many different tasks simultaneously (phone calls, check‑ins, guest requests) without losing composure. Attention to detail Accuracy in billing, records, guest preferences; ensuring nothing is missed (room readiness, special requests) etc. Problem solving Quick thinking when dealing with unexpected issues: overbooking, service failures, unexpected guest requests, etc. Language skills As mentioned, English fluency is essential. Local languages (Afrikaans, Xhosa) helpful. Additional foreign languages (German, French, Dutch, etc) are a plus in luxury tourism in Limpopo/ Waterberg/ Bela-Bela. Legal / regulatory knowledge (basic) Understanding of data privacy (guest info), safety regulations, possibly local lodging / linen / hygiene standards.