Senior Front Office Reception Lead – Luxury Hotel

Craven Cottage CC; Somerset West; On-site; ZAR 260,000 - 360,000; Full time

Job summary

Craven Cottage CC seeks a seasoned Front Office leader to oversee reception operations and guest interactions in a luxury setting. You will supervise the reception team, ensure smooth check-ins/check-outs, and escalate issues to the Front Office Manager when needed.

With 3–5 years in a luxury hotel environment and proven leadership, you will maintain professional communications, manage guest accounts, and promote upselling opportunities across hotel facilities, including restaurants and spa.

Qualifications

• Experience in luxury or 4/5-star hotel Front Office/Reception.
• Strong guest service focus and professional demeanour.
• Protel or similar property management system experience is advantageous.

Responsibilities

• Take responsibility for the smooth and efficient operation of Reception during assigned shifts.
• Lead, supervise and support Reception team members, ensuring duties are completed accurately and efficiently.
• Act as the senior point of contact in the absence of the Front Office Manager.
• Ensure guests receive a warm, professional and personalised welcome and farewell.
• Maintain a visible and proactive presence at Reception, particularly during peak periods.
• Manage check-ins, check-outs, guest requests, queries and complaints with professionalism and urgency.
• Resolve guest concerns effectively and elevate matters to the Front Office Manager or Manager on Duty when appropriate.
• Ensure accurate and efficient use of Protel.
• Manage guest accounts and ensure charges posted accurately.

Skills

Guest service

Leadership

Communication

Telephone etiquette

Upselling

Education

Hospitality/Front Office qualification

Tools

Protel

Job description

Craven Cottage CC seeks a seasoned Front Office leader to oversee reception operations and guest interactions in a luxury setting. You will supervise the reception team, ensure smooth check-ins/check-outs, and escalate issues to the Front Office Manager when needed.

With 3–5 years in a luxury hotel environment and proven leadership, you will maintain professional communications, manage guest accounts, and promote upselling opportunities across hotel facilities, including restaurants and spa.