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 & conciergestyle service Provide information about the hotel facilities (restaurants, spa, events), local attractions, transport, shopping etc.; assist with special requests (e.g. dietary needs, early checkin / late checkout). 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 / crossselling Promote hotel services (spa treatments, dinners, excursions); encourage upgrades or addons 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 5star standards. Administrative tasks Recordkeeping; preparing daily reports; shift handovers; emails; preparing daily arrival/departure lists; sometimes assisting with group bookings/conferences. Security & safety procedures Follow hotels 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 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.
