Receptionist

Pullman; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading hospitality company in Cape Town is seeking a skilled guest service professional to manage check-ins and check-outs, ensuring guest satisfaction while maintaining account accuracy and confidentiality. Candidates should have experience in a similar role, exceptional customer service and organizational skills, and must adhere to high standards of professionalism.

Qualifications

• Experience in a similar role.
• Handling multiple phone lines effectively.
• Strong customer service skills.

Responsibilities

• Deliver prompt and efficient service for guest check-ins and check-outs.
• Maintain control of guest and hotel accounts.
• Follow security procedures for transactions and guest confidentiality.

Skills

Customer service skills

Organizational skills

Discretion

Flexibility

Opera software experience

Job description

Job Description

Scope of Position

Deliver prompt and efficient service for guest check-ins and check-outs, ensuring accurate account management and offering clear, helpful information.

Handle all incoming guest calls with professionalism and courtesy, consistently aiming to achieve complete guest satisfaction.

Uphold strict security protocols to maintain guest confidentiality and ensure their safety.

Specific duties, responsibilities & Key performance areas

• Provide quality service to the customer by responding to requests promptly, efficiently, and courteously during check-in, check-out, and throughout their stay.
• Maintain control of guest and hotel accounts, ensuring all charges are accurate and posted timely.
• Follow security procedures with credit and cash transactions, accounting, issuing room keys, and maintaining guest confidentiality.
• Communicate effectively with hotel guests and departments, both verbally and in writing.
• Operate switchboard efficiently, handling calls promptly and professionally, greeting callers per policy, and transferring calls appropriately.
• Document internal and guest messages accurately and distribute them as per hotel procedures.
• Maintain an accurate internal phone list for call transfers.
• Connect international and operator-assisted calls, record charges, and assist with reservations as needed.
• Promote hotel facilities and maximize sales through product knowledge and sales skills.
• Attend to other duties as assigned by management.

Talent & Culture Responsibilities

• Assist management in establishing ongoing training programs and induct new staff.
• Ensure staff adhere to brand and service standards.
• Use guest feedback to improve service.
• Conduct regular staff briefings and communicate relevant information.

Systems & Procedures

• Report system issues to management.
• Suggest improvements to systems and procedures.
• Follow all policies and procedures outlined in manuals and policies.

Customer Relations

• Provide friendly, professional service to all guests.
• Lead by example in attending to guest requests.
• Strive for total customer satisfaction.
• Proactively promote hotel facilities and promotions.
• Implement company values and customer service vision.

Other

• Complete tasks accurately and timely.
• Participate in training and meetings.
• Follow workplace policies on discrimination, harassment, grooming, and safety.
• Maintain confidentiality of hotel and guest information.
• Perform other reasonable duties as assigned.

Qualifications include experience in a similar role, handling multiple phone lines, strong customer service skills, organizational skills, and Opera experience.

This role requires discretion, flexibility, and adherence to high standards of confidentiality and professionalism.