A receptionist in a 5‑star hotel is more than just greeting guests. They are central to the guest experience. Key responsibilities typically include: 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 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. 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. Legal / regulatory knowledge (basic) Understanding of data privacy (guest info), safety regulations, possibly local lodging / linen / hygiene standards.
