Reception | Night Audit

City Lodge Hotels; Cape Town; On-site; ZAR 120,000 - 180,000; Full time

Job summary

City Lodge Hotels in Cape Town is seeking a Receptionist to perform all front desk duties, welcome guests, handle reservations, answer calls, and support night audit tasks in line with group standards. The role requires Grade 12, strong MS Office skills, familiarity with a Property Management System, and front-office experience is advantageous.

It involves long hours and shifts, with emphasis on courteous service and adherence to revenue controls.

Qualifications

• Minimum Grade 12.
• Computer literacy is essential, especially proficiency in Microsoft Office Suite.
• Front office/reception experience is advantageous.

Responsibilities

• Executes all administrative and accounting related tasks to the required standards.
• Maintains internal control measures as required by internal auditors.
• Implements and maintains processes to safeguard revenues and ensure correct collection.
• Processes and stores documentation and correspondence per company policy.
• Carries out operational tasks while upholding service excellence.
• Adheres to all compliance requirements.
• Maintains and enhances brand and group standards across all hotels.
• Builds professional relationships with guests, travel agents, corporate clients and tour operators.
• Participates in legislative and operational training as required by the group.
• Works collaboratively with hotel staff to ensure guest satisfaction and smooth operations.

Skills

Customer service

Communication

Administration

Conflict management

Learning agility

Education

Grade 12

Tools

Property Management System (PMS)

Job description

Position Detail

Overall Purpose of the Job

This role, like all others in the group, must prioritise “making every guest a returning and referring guest”. Performs all Reception and Night Audit duties, along with any additional tasks assigned by Management. Welcomes and registers guests upon arrival, answers telephone calls, and responds to queries and requests. Manages guest departures, processes reservations, promotes room sales, and carries out front office administrative tasks as directed. Delivers courteous and efficient service to guests and suppliers in alignment with the Company’s vision, values, and service standards.

Education (Formal Qualification Required)

Minimum

Grade 12.

Computer literacy is essential particularly with a proficiency in Microsoft Office Suite.

Advantageous

N/A

Legal Requirements (e.g. Driver’s License, etc.)

N/A

Experience (Minimum Experience Required - Number of years)

Minimum

N/A

Advantageous

Front office/reception experience.

People

N/A

Finance

The job requires the handling of money and the authorisation to dispense and deposit company funds and is therefore subject to a fraud and credit check.

Occasional Duties

Carry out any duties as may be requested by a more senior member of management and in line with expertise and role.

Special Conditions

The job involves the working of long hours and shifts as per the requirements of the hospitality industry and in accordance with the applicable legislation.

This job requires prolonged sitting, walking and standing, working in awkward and static postures, performing repetitive movements, exposure to psychosocial and cognitive stressors, manual handling, pushing and pulling of loads, managing fatigue due to irregular hours, frequent role transitions that contribute to visual strain, and tasks that may result in hearing strain.

Competencies (Knowledge, Skills and Behavioural Attributes)

Knowledge

• Familiarity with phone systems
• Local area knowledge
• Property Management Systems (PMS)
• Administrative procedures
• Health and safety regulations
• Customer service principles

Skills

• Customer service
• Verbal and written communication
• Administrative
• Conflict management
• Learning agility

Behavioural Attributes

• Service orientated
• Customer-centric
• Proactive
• Accountable
• Collaborative
• Detail-focused
• Assertiveness

Position Requirements

Detailed Description / Output

• Executes all administrative and accounting related tasks to the required standards.
• Always maintains and adheres to all internal control measures as required by the internal auditors.
• Implements and maintains all processes and procedures to guarantee that revenues are safeguarded and collected correctly.
• Processes and stores all documentation and correspondence in accordance with company policy.
• Carries out all operational tasks to the required standard, consistently upholding service excellence.
• Always adheres to all compliance requirements.
• Maintains and enhances the brand and group standards, as applicable, to ensure consistency and continuity in service levels throughout all group hotels.
• Be on the lookout for and be aware of any enhancements that could improve the group’s product offering, service delivery, productivity and efficiencies and to communicate such to the group.
• Initiates, builds, grows and nurtures excellent professional relationships with all guests, travel agents, corporate clients, tour operators etc.
• Participates in all legislative and operational training in alignment with group requirements and/or directives from the training department.
• Achieves and maintains good working relationships and cooperation with hotel employees and company colleagues.
• Upskills and develops personal growth plans by participating in personal development activities.