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 & departureCheck guests in & out smoothly and efficiently; issue key cards; verify guest details; collect payment; ensure billing accuracy.Reservations & bookingsHandle reservations (phone, email, direct, online); modify / cancel bookings; ensure room allocation is correct; coordinate with reservation department.Guest enquiries & concierge‑style serviceProvide 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 usageUse PMS (Property Management System) to record guest details, room status, payments; coordinate with housekeeping, maintenance etc.Telephone and message handlingAnswer calls politely; direct to appropriate departments; take messages; follow up.Upselling / cross‑sellingPromote hotel services (spa treatments, dinners, excursions); encourage upgrades or add‑ons in a tasteful way.Cash handling and billingHandle payments (credit card, cash, etc.); balance cash drawer; issue invoices; resolve billing queries.Complaints & problem resolutionDeal with guest complaints diplomatically; escalate where necessary; follow up to make sure guest is satisfied.Coordination with other departmentsWork with housekeeping (room availability, guest requests), maintenance (fix things), food & beverage, spa, concierge etc.Maintain reception & lobby areasKeep the reception/lobby tidy, presentable; ensure supplies (brochures, etc.) are stocked; ensure signage is correct; maintain the atmosphere befitting 5‑star standards.Administrative tasksRecord‑keeping; preparing daily reports; shift handovers; emails; preparing daily arrival/departure lists; sometimes assisting with group bookings/conferences.Security & safety proceduresFollow hotel’s safet...

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 in Cape Town / Hout Bay.
Legal / regulatory knowledge (basic)
Understanding of data privacy (guest info), safety regulations, possibly local lodging / linen / hygiene standards.