Front Office Operations Agent - Durbanville

HotelJobs; Durbanville; On-site; ZAR 120,000 - 180,000; Full time

Job summary

HotelJobs is seeking a Front Office Operations Agent in Durbanville. In this role, you'll welcome guests, handle check-in and check-out, and address inquiries and complaints. Your professionalism will contribute to a positive guest experience.

You should possess a Grade 12 certificate, preferably with a hospitality qualification, and have prior experience in a hotel environment. The role involves shift work and supporting conference events, making excellent communication and organisation skills essential.

Qualifications

• At least 1 – 2 years’ experience working in a 4 / 5* hotel environment.
• Well-groomed and professional disposition.
• Positive and friendly attitude.

Responsibilities

• Welcome guests and provide a professional first impression.
• Perform guest check-in and check-out procedures.
• Handle guest enquiries, requests and complaints promptly.

Skills

Excellent telephone and email etiquette

Strong organisational and planning skills

Excellent communication and interpersonal skills

Ability to manage conflict

Education

Grade 12

Recognised Hospitality Qualification preferred

Job description

Hotel & Conference Centre based in Durbanville is looking for a Front Office Operations Agent.

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

• 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, pressured and team‑oriented environment
• Excellent communication and interpersonal skills
• Strong attention to detail and efficiency pertaining to area of responsibility