Luxury Front Office Lead - Guest Experience & Upsell

Advius (Pty) Ltd; Somerset West; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Advius (Pty) Ltd seeks a Senior Receptionist for a luxury estate hotel and spa in Somerset West, Western Cape. You will lead the front desk on shift, oversee check-ins/outs, guest accounts and reservations, and act as shift leader in the absence of the Front Office Manager.

You’ll supervise junior receptionists, train staff, and upsell hotel offerings while maintaining high service standards. Flexibility for nights, weekends, and holidays is required.

Qualifications

• 3 years’ front desk experience in a 4- or 5-star hotel or lodge
• At least 1 year in a senior or shift-leader capacity
• Working knowledge of Opera or Protel PMS
• Strong cash-handling and night-audit experience
• Excellent spoken and written English; Afrikaans or another language advantageous
• Willing to work nights, weekends and public holidays

Responsibilities

• Lead the front desk on shift, setting the standard for warm, professional guest service
• Oversee guest check-ins/check-outs, room allocation and key control
• Handle reservations, amendments, cancellations and confirmations by phone, email and online channels
• Manage group, conference and event bookings and arrivals with the reservations and events teams
• Supervise, train and support junior receptionists, and assist the Front Office Manager with rosters
• Act as shift leader in the absence of the Front Office Manager
• Oversee guest accounts, deposits, payments, cash floats and end-of-shift cash-ups
• Upsell room upgrades, packages, dining, spa and golf experiences
• Resolve guest queries and complaints professionally, escalating as needed
• Coordinate with Housekeeping, Maintenance, F&B, Spa and Concierge on room status and guest requests
• Keep the property management system (PMS) accurate, and run daily arrival, departure and occupancy reports
• Ensure front office SOPs, POPIA, security and emergency procedures are followed

Skills

Guest service

Shift leadership

Attention to detail

Communication

Sales-minded

Problem solving

Education

Hospitality/front office qualification

Tools

Opera PMS

Protel PMS

Job description

Advius (Pty) Ltd seeks a Senior Receptionist for a luxury estate hotel and spa in Somerset West, Western Cape. You will lead the front desk on shift, oversee check-ins/outs, guest accounts and reservations, and act as shift leader in the absence of the Front Office Manager.

You’ll supervise junior receptionists, train staff, and upsell hotel offerings while maintaining high service standards. Flexibility for nights, weekends, and holidays is required.