Reception/Night Audit

City Lodge Hotels; Umhlanga Rocks; On-site; ZAR 120,000 - 180,000; Full time

Job summary

City Lodge Hotels in Umhlanga Rocks, KwaZulu-Natal, is seeking a Receptionist to perform front desk duties, welcome and register guests, handle reservations, answer calls and assist guests with inquiries to ensure memorable stays.

You should have a Grade 12 certificate and solid computer literacy, especially with Microsoft Office. Front office experience is advantageous. The role involves long hours/shifts in a hospitality environment and requires courteous, professional service.

Qualifications

• Grade 12; basic computer literacy required.
• Microsoft Office Suite proficiency essential.
• Front office/reception experience advantageous.

Responsibilities

• Executes all administrative and accounting tasks to required standards.
• Maintains internal controls as required by auditors.
• Implements processes to safeguard revenues and ensure correct collection.
• Processes and stores documentation per company policy.
• Carries out operational tasks, upholding service excellence.
• Adheres to all compliance requirements.
• Maintains and enhances brand and group standards across hotels.
• Initiates and maintains professional relationships with guests and clients.
• Participates in training aligned with group requirements.
• Works with hotel staff to ensure smooth operations and guest satisfaction.

Skills

Phone systems

Local area knowledge

PMS

Administrative procedures

Health and safety

Customer service

Education

Grade 12

Microsoft Office Suite

Tools

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.