Purpose of the PositionThe Receptionist is responsible for welcoming guests, managing reservations, handling enquiries, and ensuring efficient front desk operations within a hospitality establishment. The role focuses on providing excellent customer service and creating a positive first impression for guests. Key ResponsibilitiesFront Desk OperationsWelcome guests on arrival and assist with check-in and check-out procedures.Manage room reservations and booking systems.Answer telephone calls and respond to emails and enquiries.Provide guests with information about hotel services, facilities, and local attractions.Customer ServiceEnsure guests receive friendly and professional service.Handle guest complaints and resolve issues efficiently.Assist guests with requests, directions, and special arrangements.Maintain a positive and welcoming atmosphere.Administrative DutiesMaintain accurate guest records and documentation.Process payments, invoices, and receipts.Prepare daily reports and update reservation systems.Coordinate communication between departments. Cash Handling and PaymentsHandle cash, card payments, and billing procedures accurately.Balance cash drawers and maintain financial records.Health and SafetyFollow hotel safety and security procedures.Report suspicious activities or emergencies when necessary.

Minimum Qualifications

• Grade 12 / Matric certificate.
• Certificate or Diploma in Hospitality, Tourism, or Office Administration is advantageous.
 
Experience

• 1–2 years’ experience in reception, customer service, or hospitality.
• Experience using reservation or booking systems preferred.
 
Knowledge

• Front office and reservation procedures.
• Customer service principles.
• Basic administrative and financial procedures.
• Knowledge of hospitality operations.
 
Skills

• Excellent communication and interpersonal skills.
• Telephone etiquette and customer service skills.
• Computer literacy and reservation system knowledge.
• Organisational and multitasking abilities.
• Problem-solving skills and attention to detail.
Personal Attributes

• Friendly and professional appearance.
• Patient and polite.
• Reliable and trustworthy.
• Ability to work under pressure.
• Team player with a positive attitude.
 
Working Conditions

• Shift work, including weekends and public holidays.
• Front office or reception environment.
• May require standing for long periods.