Receptionist / Switchboard Operator

The Globevest Group; Pretoria; On-site; ZAR 100,000 - 167,000; Full time

Job summary

The Globevest Group is seeking a Receptionist / Switchboard Operator for an upmarket hotel in Pretoria. You will provide a welcoming reception, manage switchboard duties, and support front office operations to ensure a seamless guest experience.

Responsibilities include check-in/check-out, handling guest inquiries, coordinating with departments, and upselling services while maintaining brand standards. Shift work and weekends are expected in a luxury hospitality environment.

Qualifications

• Minimum 1 year of Switchboard or Customer Care experience.
• Previous reception/front desk experience in a hotel or hospitality environment (upmarket or 4/5-star).
• Experience working with a property management system/front office software.
• Excellent communication and interpersonal skills, with ability to assist guests professionally.

Responsibilities

• Answer calls and direct to proper guest room or department.
• Perform check-in/check-out and guest billing per policies.
• Provide information on facilities, promotions and services; upsell where appropriate.
• Coordinate with departments for guest requests and services.
• Maintain front desk area, ensure cleanliness and readiness of reception.
• Handle cash, card and electronic payments and post charges accurately.

Skills

Switchboard experience

Customer service

Front desk

PMS knowledge

MS Office

Cash handling

Multitasking

Stress management

Team player

Education

Grade 12

Hospitality qualification advantageous

Tools

PMS software

Job description

Salary: Market related

Location: Pretoria

Job type: Permanent

Industry: Hospitality

Reference: CWR.K.RSO.20102026

COMPANY DESCRIPTION

Our client, an upmarket hotel and conference center in Pretoria is looking for a Receptionist / Switchboard Operator to join their dynamic team.

JOB DESCRIPTION / PURPOSE

To provide professional, efficient and welcoming reception and switchboard services to all guests and callers of the Company, ensuring a high standard of personalised service at all times in line with the hotel's Front Office and brand standards. This includes answering and directing incoming calls, handling guest check-in and check-out processes, managing reservations and guest requests, and coordinating communication between guests and hotel departments to support an exceptional arrival, stay and departure experience.

• Deliver an exceptional first impression to all guests and callers through a professional, warm and efficient reception and telephone service.
• Accurately answer and direct incoming calls, place outgoing calls, relay messages and manage wake-up calls within agreed standards and time frames.
• Perform front desk reception duties, including check-in, check-out, rooming and guest billing, in compliance with hotel policies and procedures.
• Support the Front Office Manager in ensuring smooth day-to-day operation of the reception and switchboard function, including basic administration and reporting tasks.
• Maintain a high level of product knowledge regarding the hotel, its facilities, services and local area to confidently assist guests and upsell where appropriate.
• Ensure accurate, timely relating of messages, wake-up calls and information between guests and all hotel departments.
• Uphold the hotel's grooming, service and behavioral standards at all times, reflecting the positioning of the Company as an upmarket property.

MAIN DUTIES & RESPONSIBILITIES

Switchboard and telephone duties

• Answer all calls within three rings, deal with callers' enquiries, provide prompt and professional guest service over the telephone.
• Direct all external and internal calls to the appropriate guest room, staff member or department using the switchboard.
• Receive, record and accurately deliver guest and staff messages, including written, voicemail and electronic messages, within agreed time frames.
• Log, schedule and execute wake-up calls, confirming details with guests and ensuring calls are placed on time.
• Coordinate and log requests received via telephone (e.g., maintenance, housekeeping, room service) and follow up to ensure completion.
• Maintain confidentiality of guest information and follow data protection and privacy requirements at all times.
• Keep an accurate, up to date internal telephone directory and ensure the front office system reflects current extensions and contact details.

Reception and front desk duties

• Welcome all guests and visitors on arrival in a warm, professional manner, following the hotel's standard greeting, and create a positive first impression of the Company.
• Perform check-in and check-out procedures efficiently and accurately, including registration, issuing room keys or key cards, room allocations and settling guest accounts in accordance with credit policies.
• Verify reservations, rates, payment methods and personal details, ensuring all information is correctly captured in the property management system.
• Provide guests with information on hotel facilities, services, operating hours, promotions and loyalty programmes, actively upselling available services (e.g. spa, restaurant, conferencing) where appropriate.
• Assist with individual and small group reservations at reception (walk-ins, extensions, early arrivals, late departures), within delegated authority.
• Respond professionally to guest enquiries, requests and complaints at the front desk, resolving issues where possible and escalating to the Duty Manager or Front Office Manager when required.
• Coordinate luggage assistance, transport arrangements, wake-up calls, printing, concierge-type requests and other guest services with the relevant departments.
• Ensure that the reception area, lobby and front desk are kept clean, tidy and presentable at all times, reporting any maintenance or housekeeping issues.
• Handle cash, card and electronic payments at reception in line with cash-up, float and security procedures, including accurate posting of charges and issuing receipts.
• Prepare, file and maintain guest registration cards, invoices and other front office documentation in accordance with company policies, audit requirements and POPIA.

Front Office administration and support

• Assist with basic front office administrative tasks as requested (filing, photocopying, updating notice boards, preparing simple reports on call logs, occupancy and guest feedback).
• Assist with updating front office and telephone SOPs, directories and contact lists as directed by the Front Office Manager.
• Attend departmental briefings and training sessions to remain updated on hotel information, promotions, procedures and emergency protocols.
• Assist with training and coaching of new reception and telephone staff in performance of job duties, service standards and system usage.
• Support other front office colleagues during peak periods by assisting with check-ins, check-outs, concierge requests or switchboard coverage as operationally required.

Guest relations and service excellence

• Demonstrate a consistently friendly, polite and professional manner both in person and on the telephone, reflecting the upmarket nature and brand values of the Company.
• Show empathy and active listening by acknowledging guest concerns and confirming understanding before taking action, communicating solutions clearly and timeously.
• Remain calm, patient and solution-focused when handling difficult, upset or demanding guests and callers, escalating to a supervisor when necessary.
• Take ownership of guest requests and problems received at reception or via phone and follow up with the relevant department until completion, keeping the guest informed.
• Maintain strong relationships and communication with all departments (Housekeeping, Food & Beverage, Spa, Maintenance, Security, Sales, Reservations etc.) to support seamless guest experiences.

EDUCATIONAL REQUIREMENTS

• Grade 12
• Relevant tertiary qualification advantageous

EXPERIENCE AND SKILLS REQUIRED

• Minimum 1 year of Switchboard or Customer Care experience and experience handling all busy Switchboard and general administrative tasks
• Previous reception/front desk experience in a hotel or hospitality environment (upmarket or 4/5-star)
• Experience working with a property management system/front office software
• Guest Relations Principles and Relations Skills, with an understanding of luxury / upmarket service standards
• Basic knowledge of front office operations, including check-in/check-out, reservations, cashiering and night audit processes
• Understanding of switchboard/PBX operations and call handling procedures
• Knowledge of hotel products, facilities and services, as well as Pretoria/ local area attractions, directions and key points of interest
• Strong communication skills, including clear, friendly and professional telephone manner
• Excellent customer service and guest handling skills, with the ability to anticipate needs and personalise services
• Proficient computer skills, including property management/front office systems and MS Office (Word, Excel, Outlook) or similar
• Accurate cash-handling and basic numerical skills for billing and posting
• Ability to multitask and prioritise effectively in a fast-paced front office environment
• Ability to handle stress and stay calm under pressure
• High level of reliability, punctuality and attention to detail
• Energetic, committed, and collaborative team player
• Self-motivated and hard working with strong work ethic
• Excellent communication and interpersonal skills, particularly in customer facing interactions
• Willingness to undergo occupational assessments (including medical, psychological and competency evaluations as per company policy)
• Willingness to work shifts, weekends and public holidays according to hotel operational requirements

POPIA NOTICE

By submitting your CV, you acknowledge and agree that:

1. We may retain your personal information in our database for future employment opportunities and matching purposes.
2. We may contact you should a suitable position become available.
3. The information you have provided is true, correct, and up to date.

We endeavour to respond to all applications. However, if you do not hear from us within 14 days, please consider your application unsuccessful.