South Africa: Hotel Reception Supervisor/Shift Leader

About the Role

We are seeking an experienced Hotel Reception Supervisor/Shift Leader to join our 4-5 star hotel team. As a key member of our Front Office operations, you will be responsible for leading and supervising our reception team during assigned shifts, ensuring smooth check-in and check-out processes, and delivering exceptional guest experiences.

Key Responsibilities

• Lead and supervise the Front Office team during assigned shifts
• Ensure smooth check-in and check-out processes using OPERA PMS
• Maintain service standards, operational accuracy, and brand compliance
• Act as the first escalation point for guest queries and service recovery
• Manage VIP arrivals, special requests, and guest preferences
• Handle guest feedback and complaints promptly and professionally
• Ensure a visible and confident leadership presence at the front desk
• Daily Operations & Controls:
• Manage shift handovers, task allocation, and daily briefings
• Review arrivals, departures, room status, credit limits, and trace reports
• Ensure billing accuracy, cashier controls, and end-of-shift procedures
• Liaise closely with Housekeeping and other departments on room readiness
• Team Support & Development:
• Support training and coaching of reception team members
• Monitor performance and address service or operational gaps
• Foster a professional, accountable, and team-focused work environment
• Compliance & Administration:
• Ensure adherence to hotel SOPs, financial controls, and data accuracy
• Maintain accurate documentation, reports, and handover notes
• Support audits, reports, and operational checks as required

Requirements

• Minimum Matric Certificate (Grade 12)
• Hospitality qualification or diploma (advantageous)
• Minimum 3 to 4 years experience in a hotel front office
• Minimum 2 years as a reception supervisor
• Proven hands-on experience using OPERA PMS
• Experience working within a 4 or 5-star branded hotel environment
• Supervisory or shift-leading experience within Front Office (essential)
• Strong computer literacy, including OPERA PMS and Microsoft Office

Qualifications

• Formal education/certifications not specified

Salary & Benefits

• Competitive salary and employee benefits

Note: The original job description did not mention qualifications, so I skipped that section. Also, the salary and benefits information was mentioned in the original description, but it’s not explicitly stated as part of the requirements or qualifications. If you’d like to add more details about the salary and benefits package, please let me know.