Head Receptionist

Craven Cottage CC; Somerset West; On-site; ZAR 260,000 - 360,000; Full time

Job summary

Craven Cottage CC seeks a seasoned Front Office leader to oversee reception operations and guest interactions in a luxury setting. You will supervise the reception team, ensure smooth check-ins/check-outs, and escalate issues to the Front Office Manager when needed.

With 3–5 years in a luxury hotel environment and proven leadership, you will maintain professional communications, manage guest accounts, and promote upselling opportunities across hotel facilities, including restaurants and spa.

Qualifications

• Experience in luxury or 4/5-star hotel Front Office/Reception.
• Strong guest service focus and professional demeanour.
• Protel or similar property management system experience is advantageous.

Responsibilities

• Take responsibility for the smooth and efficient operation of Reception during assigned shifts.
• Lead, supervise and support Reception team members, ensuring duties are completed accurately and efficiently.
• Act as the senior point of contact in the absence of the Front Office Manager.
• Ensure guests receive a warm, professional and personalised welcome and farewell.
• Maintain a visible and proactive presence at Reception, particularly during peak periods.
• Manage check-ins, check-outs, guest requests, queries and complaints with professionalism and urgency.
• Resolve guest concerns effectively and elevate matters to the Front Office Manager or Manager on Duty when appropriate.
• Ensure accurate and efficient use of Protel.
• Manage guest accounts and ensure charges posted accurately.

Skills

Guest service

Leadership

Communication

Telephone etiquette

Upselling

Education

Hospitality/Front Office qualification

Tools

Protel

Job description

Duties:

• Take responsibility for the smooth and efficient operation of Reception during assigned shifts.
• Lead, supervise and support Reception team members, ensuring all duties are completed accurately and efficiently.
• Act as the senior point of contact in the absence of the Front Office Manager.
• Ensure guests receive a warm, professional and personalised welcome and farewell.
• Maintain a visible and proactive presence at Reception, particularly during peak periods.
• Manage check-ins, check-outs, guest requests, queries and complaints with professionalism and urgency.
• Resolve guest concerns effectively and elevate matters to the Front Office Manager or Manager on Duty when appropriate.
• Ensure accurate and efficient use of the hotel's property management system, Protel.
• Manage guest accounts and ensure all charges, transfers and golf-related transactions are accurately processed and posted.
• Identify opportunities to promote and upsell the hotel's accommodation, restaurants, spa, golf and other facilities.
• Ensure professional handling of all incoming calls, messages and guest communications.
• Maintain accurate and timely shift handovers and administrative records.
• Balance cash, manage Reception floats and complete all end-of-shift financial procedures accurately.
• Maintain strict control and security of cash, payments and financial transactions.
• Support the Front Office Manager in maintaining consistent service standards, operational procedures and team performance.

Requirements:

• A hospitality, hotel management, tourism or Front Office qualification from a recognised institution.
• At least 3–5 years' experience in Front Office/Reception within a luxury or 4/5-star hotel environment.
• At least 1–2 years' experience in a senior receptionist, supervisory or similar Front Office leadership position.
• Previous experience with a recognised hotel property management system; Protel experience will be advantageous.
• Strong knowledge of hotel Front Office procedures, including check-in, check-out, guest accounts, billing and cash-up procedures.
• Experience handling guest complaints and resolving service-related matters professionally.
• Proven ability to lead, support and motivate a Front Office team.
• Excellent verbal and written communication skills.
• Strong administrative and organisational skills with exceptional attention to detail.
• Professional telephone etiquette and a confident, polished manner.
• The ability to remain calm and professional under pressure.
• Strong understanding of luxury guest service standards.
• A professional appearance and manner appropriate to a luxury 5-star hotel.
• A flexible approach to working shifts, weekends and public holidays as required by hotel operations.
• Genuinely passionate about luxury hospitality and creating memorable guest experiences.
• Takes pride in representing the brand and creating a refined and welcoming experience for every guest.