Qualifications & Skills
What the hotel will expect from a candidate, to ensure they can deliver the level of service a 5star establishment demands:
    Formal education
Matric (Grade 12) at a minimum; hospitality, tourism, or frontoffice management certificate/diploma preferred. Some hotels may prefer a “hotel school” or vocational training.
Relevant experience
13 years (sometimes more) in front desk / reception / guest services in a luxury / 4 or 5star hotel. Experience with reservations, checkingin/out, customer service under pressure.
System knowledge
Proficiency in hotel PMS systems such as Opera, Protel, Fidelio, or similar. Also Microsoft Office, email, possibly pointofsale.
Communication skills
Excellent verbal & written communication in English; additional languages are a plus (helpful in Cape Town 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. 5star 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, checkins, 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 Cape Town / Hout Bay.
Legal / regulatory knowledge (basic)
Understanding of data privacy (guest info), safety regulations, possibly local lodging / linen / hygiene standards.