Front Office Operations Agent

Craven Cottage CC; Durbanville; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Craven Cottage CC in Durbanville is seeking a professional receptionist. The role includes welcoming guests, handling inquiries, and ensuring operational support during conferences and events.

Applicants should have a Grade 12 qualification, with preference for hospitality qualifications and 1-2 years experience in a hotel environment. Strong organisational skills and a friendly attitude are essential to ensure guest satisfaction.

Qualifications

• At least 1–2 years’ experience working in a 4/5* hotel environment within a receptionist role.
• Well-groomed and professional disposition.
• Confident and calm demeanour.

Responsibilities

• Welcome guests and provide a professional first impression.
• Perform guest check‑in and check‑out procedures.
• Assist with basic IT‑related guest support.

Skills

Excellent telephone and email etiquette

Strong organisational and planning skills

Ability to multitask

Excellent communication and interpersonal skills

Positive and friendly attitude

Education

Grade 12

Recognised Hospitality Qualification preferred

Job description

Duties

• Welcome guests and provide a professional first impression.
• Perform guest check‑in and check‑out procedures.
• Answer, screen and transfer incoming telephone calls.
• Handle guest enquiries, requests and complaints promptly and professionally.
• Allocate rooms and assist guests with hotel orientation.
• Bill guests for additional services and amenities.
• Maintain guest records and update internal databases.
• Administer petty cash during shifts.
• Maintain key control and daily key register.

Administration

• Manage room maintenance reports and follow up on outstanding items.
• Process daily departure documentation and distribute to Accounts.
• Distribute incoming emails to relevant departments.
• Maintain guest feedback reports.
• Update vehicle logbooks and operational spreadsheets.
• Scan and file conference feedback documentation.
• Assist the Reservations Manager with accommodation bookings.
• Prepare comprehensive shift handovers.

Conference & Events Support

• Prepare conference venues according to function sheets.
• Meet and welcome conference delegates.
• Assist with basic technical setup where required.
• Serve refreshments during conferences when necessary.
• Monitor conference facilities throughout the day.
• Ensure venues remain clean, organised and presentation ready.
• Collect delegate feedback forms for management.

Property & Operational Support

• Conduct regular property inspections to identify maintenance or service issues.
• Coordinate guest service requests with relevant departments.
• Assist with basic IT‑related guest support (Wi‑Fi, telephones and computer queries).
• Support health, safety and fire compliance procedures.
• Ensure all assigned work areas remain clean, secure and operational.
• Perform additional operational duties as reasonably required by management.

Shift work is essential

Early Shift: 06:00 – 15:30
Late Shift: 12:45 – 21:30
Sleep over 15:00 – 06:30

Requirements

• Grade 12.
• Recognised Hospitality Qualification preferred.
• At least 1–2 years’ experience working in a 4/5* hotel environment within a receptionist role.
• Well‑groomed and professional disposition.
• Confident and calm demeanour.
• Excellent telephone and email etiquette.
• Ability to manage conflict and challenging situations with respect and confidence.
• Positive and friendly attitude.
• Strong organisational and planning skills.
• Ability to multitask and work within a fast‑paced, pressurised and team‑orientated environment.
• Excellent communication and interpersonal skills.
• Strong attention to detail and efficiency pertaining to area of responsibility.