Receptionist | Birkenhead House

The Royal Portfolio; Hermanus; On-site; ZAR 100,000 - 167,000; Full time

Job summary

The Royal Portfolio's Birkenhead House is seeking a Receptionist who serves as the first point of contact for guests, coordinating Front Office activities with guest services to ensure a seamless arrival and stay.

You will handle guest queries, manage arrivals, and liaise across departments to deliver exceptional service while maintaining PMS records and guest preferences. Flexibility to work shifts and knowledge of Hermanus attractions are valued.

Qualifications

• 2+ years in a 5* hotel environment
• 1+ year in Front Office
• Proven written and verbal communication skills
• Opera PMS knowledge at operator level

Responsibilities

• Deal with guest queries and arrange assistance
• Prepare for arrivals and manage bookings in advance
• Assist guests with information about services
• Coordinate communications across departments by phone, email or in person
• Work with other hotel departments
• Maintain communication with security regarding guest movements
• Ensure Front Office is staffed when guests browse the Curio shop
• Build relationships with guests and team members
• Use initiative to handle complaints with appropriate gestures
• Keep PMS up to date with guest profiles and preferences
• Ensure day-to-day guest services are handled timeously
• Adhere to Head of Department directives
• Live the company Purpose and Values

Skills

Excellent communication

Verbal communication

Written communication

Multitasking

Administrative experience

Time management

Education

Hospitality degree/diploma

Tools

Opera PMS

Job description

The Receptionist at Birkenhead House is responsible for all hotel operations, from Front Office to the Curio shop, and crossing over into Front of House. They are our guests’ first contact and are required to deliver on The Royal Portfolio’s Purpose, which is “To give our guests a complete experience and a perfect stay”.

MAIN DUTIES & RESPONSIBILITIES

• Dealing with Guest queries and arranging assistance as needed.
• Prepare for arrival one day in advance; be on top of bookings made.
• Assist guests with information they need about services at the hotel & surrounds.
• Liaising all the necessary communications via telephone, email or verbal to all the applicable departments and ensuring that it is attended to timeously.
• Work hand in hand with the other Hotel departments.
• Maintain communication within the Hotel, other departments, as well as security with regards to guest’s movement,
• Ensuring the Front Office is staffed at all times to ensure Guests are attended to whilst browsing through the Curio Shop.
• Build relationships with all Guests and team members in Front Office.
• Ability to take initiative and make judgement calls re complaints (adequate gifting / room drops / vouchers).
• Constant monitoring of PMS and Guest profiling to ensure that the team is updating required information; nationalities, address, remarks, preferences, contact details, etc.
• Ensuring day-to-day Guest services such as admin, emails, wake-up calls etc; are all handled timeously and accurately
• Timeous execution of key responsibilities as set out by the Head of Department.
• Recite, understand, apply and live the Purpose and Value statement.

REQUIREMENTS & QUALIFICATIONS

• Must have at least 2 years’ experience in a 5* Hotel environment.
• Must have at least 1 year experience in a Front Office environment.
• Demonstrate excellent written and verbal communication skills.
• Opera (Property Management System) knowledge at Operator Level; computer literacy.
• Ability to multitask with excellent time-management.
• Strong administrative experience
• Knowledge of the Hermanus and surrounding areas activities, attractions and venues is essential, so living locally is a distinct advantage
• Proven job reliability, diligence, dedication and attention to detail.
• Degree or Diploma in Hospitality will be an advantage.
• Must be flexible and willing to work shifts, weekends & public holidays.
• Knowledge of Hermanus & surrounding areas, attractions and other venues.

It is important that the candidate is able to work as part of a team and is a good cultural fit for The Royal Portfolio. South African citizenship is advantageous. A valid work permit is essential if you are not in possession of a South African ID document. Please note it is a condition of employment, that all staff undergo a pre-employment polygraph test.