Head Receptionist

Phoenix Recruitment Limited; Wes-Kaap; On-site; ZAR 280,000 - 420,000; Full time

Job summary

Luxury Estate, Hotel & Spa near Somerset West is seeking a professional, service-driven Head Receptionist to lead their Front Office team. This key guest-facing leadership role requires delivering warm, personalised and seamless guest experiences in a luxury 5-star environment.

You will oversee the reception operation, support and guide the team, and ensure that all guest service, administrative and financial procedures are executed to the highest standards.

Qualifications

• Hospitality/front office qualification from a recognized institution.
• 3-5 years' experience in Front Office/Reception within a luxury or 4/5-star hotel environment.
• 1-2 years' experience in a senior receptionist, supervisory or similar Front Office leadership position.
• Protel experience will be advantageous.
• Strong knowledge of Front Office procedures including check-in/check-out and billing.

Responsibilities

• Oversee Reception operation during assigned shifts.
• Lead, supervise and support Reception team members.
• Act as senior point of contact in absence of Front Office Manager.
• Ensure guests receive a warm, professional and personalised welcome and farewell.
• Balance cash, manage floats and complete end-of-shift financial procedures.
• Maintain accurate shift handovers and administrative records.

Skills

Front Office leadership

Guest service excellence

Communication skills

Team motivation

Hospitality knowledge

Education

Hospitality/Front Office qualification

Tools

Protel PMS

Job description

Luxury Estate, Hotel & Spa based close to Somerset West is looking for an experienced, professional and service-driven Head Receptionist to join their Front Office team.

This is a key guest-facing leadership position for an individual who understands the standards expected within a luxury 5* environment and takes pride in delivering warm, personalised and seamless guest experiences.

The Head Receptionist will oversee the reception operation during assigned shifts, support and guide the reception team, and ensure that all guest service, administrative and financial procedures are consistently executed to the highest standards.

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.