Receptionist

SUMMARY:
The Receptionist is responsible for delivering exceptional guest service by ensuring a smooth and efficient front office operation. The successful candidate will be the first point of contact for guests, managing check-ins and check-outs, handling reservations, processing payments, and responding to guest enquiries. The Receptionist must have strong hands-on experience with Opera Property Management System (PMS) and demonstrate excellent communication, organisational, and customer service skills.
Key Responsibilities

• Welcome guests in a warm, friendly, and professional manner.
• Perform efficient guest check-ins and check-outs using Opera PMS.
• Verify guest details, process registrations, and allocate rooms.
• Handle guest enquiries, requests, and complaints promptly and professionally.
• Manage reservations, amendments, cancellations, and room allocations.
• Answer and direct telephone calls and respond to email enquiries.
• Process guest payments, invoices, deposits, and refunds accurately.
• Balance cash, card transactions, and daily shift reports.
• Maintain accurate guest profiles and reservation records in Opera PMS.
• Coordinate with Housekeeping and Maintenance to ensure rooms are guest-ready.
• Communicate effectively with all hotel departments to ensure seamless guest service.
• Promote hotel facilities, services, and special offers to maximise revenue.
• Maintain a clean, organised, and welcoming reception area.
• Assist with concierge services, including local information and guest arrangements.
• Ensure compliance with company policies, procedures, and health and safety standards.
• Complete daily reception administration and reporting.

POSITION INFO:
Minimum Qualifications Grade 12 (Matric). A qualification in Hospitality Management, Tourism, or a related field is advantageous. Experience Minimum of 2-3 years' experience as a Receptionist within a hotel, lodge, or hospitality environment. Strong hands-on experience with Opera Property Management System (PMS) is essential. Previous experience in a 4-star or 5-star hotel or lodge is advantageous. Experience handling guest accounts, reservations, and front office administration. Technical Skills Advanced working knowledge of Opera PMS. Proficiency in Microsoft Office (Word, Excel, Outlook). Knowledge of reservation procedures and front office operations. Ability to process payments and reconcile cash accurately. Strong administrative and record-keeping skills. Skills & Competencies Excellent customer service and interpersonal skills. Strong verbal and written communication skills. Professional telephone etiquette. Excellent organisational and time-management abilities. High attention to detail and accuracy. Ability to multitask and work efficiently under pressure. Strong problem-solving and conflict-resolution skills. Professional appearance and positive attitude. Ability to work independently and as part of a team. Honest, reliable, and trustworthy. Strong sales and upselling abilities. Working Conditions Based in Pongola, KwaZulu-Natal. Shift work, including weekends, public holidays, and evenings, as required. May be required to work additional hours during peak operational periods. Key Performance Indicators (KPIs) Guest satisfaction and service quality. Accuracy of guest registrations and billing. Efficient check-in and check-out times. Opera PMS data accuracy. Cash handling and payment reconciliation accuracy. Response time to guest enquiries and requests. Upselling and revenue generation. Compliance with front office procedures and company standards. Teamwork and communication with operational departments.