Receptionist – Eastern Cape

Receptionist – Eastern Cape
📍 Location: Eastern Cape
📅 Date Posted: 08 April 2025
📝 Job Type: Permanent
📎 Reference Number: SI-131
💼 Industry: Hospitality
💰 Salary: Market Related
🧩 EE Position: No

About the Company

We are a dynamic and customer-focused hotel committed to delivering exceptional hospitality and service to every guest. As a Receptionist, you will be at the heart of our operations, ensuring that each guest’s experience is memorable from the moment they check in until the moment they check out. If you’re passionate about delivering high-quality service and are looking to join a reputable hotel in the Eastern Cape, this is your opportunity to make an impact.

Role Overview

The Receptionist plays a critical role in guest relations, ensuring smooth check-in and check-out processes, handling guest queries, and promoting the hotel’s services and amenities. Your responsibilities will include being the first point of contact for guests, providing personalized customer service, managing room bookings, and ensuring a seamless stay for all guests. You will also be responsible for upselling hotel services, assisting with guest requests, and maintaining a clean and welcoming reception area.

Key Responsibilities

Prepared Workstation

• Ensure that the front desk and reception areas are clean, organized, and well-stocked with necessary information brochures and promotional materials.

• Familiarize yourself with the arrival and VIP lists to ensure special guest requests are handled efficiently.

• Assist in preparing welcome amenities for guests and ensuring their stay is as comfortable as possible.

• Stay up-to-date with hotel and resort facilities, promotions, and activities, and communicate this information effectively to guests.

Delivered Reception Services

• Greet guests warmly with a friendly smile upon arrival and departure, ensuring they feel valued and respected at all times.

• Perform guest check-ins and check-outs accurately, including processing payments, issuing keys, and preparing bills.

• Handle special requests, such as booking theatre tickets or storing valuables, ensuring guests receive prompt and personalized attention.

• Communicate hotel services, facilities, and accommodation rates clearly to guests.

• Build rapport with guests to address complaints or concerns professionally, ensuring the hotel’s reputation remains intact.

• Maintain comprehensive records of room bookings, guest preferences, and billing details for accuracy and future reference.

• Manage guest bookings from all channels, including online reservations, phone calls, and walk-ins, ensuring no reservation is overlooked.

• Report any housekeeping, maintenance, or equipment issues to the relevant departments for quick resolution.

• Administer your own cash float and perform cash-ups at the end of your shift.

• Promote hotel services and amenities, such as dining options, spa treatments, and local attractions, and upsell where appropriate.

Customer Engagement

• Provide excellent customer service by identifying guest preferences and offering personalized recommendations.

• Respond to customer complaints, requests, and suggestions promptly, and escalate to management if necessary.

• Educate guests on hotel facilities, products, and current promotions to enhance their stay and increase satisfaction.

• Engage with guests in a friendly, courteous, and professional manner, always ensuring they feel comfortable and respected.

Planning and Time Management

• Plan and prioritize tasks on a daily to weekly basis, ensuring operational efficiency and meeting the hotel’s objectives.

• Follow set policies, procedures, and internal controls to ensure smooth operations and compliance.

• Manage time and resources effectively to ensure tasks are completed on time and to a high standard.

Decision Making and Problem Solving

• Use initiative to make decisions within established guidelines and ensure that guest needs are met in a timely manner.

• Consider all relevant factors and potential outcomes before making decisions to resolve guest issues or operational challenges.

• Work independently to handle guest queries, troubleshoot problems, and find suitable solutions to maintain guest satisfaction.

Qualifications and Experience

• Grade 12 or equivalent qualification is required.

• A minimum of 2 years of experience in a customer service environment, ideally within the hotel industry.

• Strong hotel product knowledge, including hotel facilities and activities.

• Proficiency in front desk procedures and managing guest interactions effectively.

• Experience in forex and cashiering procedures, with a good understanding of handling payments and billing.

• Problem-solving skills to manage guest complaints and issues effectively.

• Excellent communication skills both verbal and written.

• Upselling skills to effectively promote additional hotel services and amenities.

• Knowledge of Opera Suite or similar property management software is highly beneficial.

• Must be presentable, courteous, and possess a strong customer service attitude.

• Ability to handle conflict resolution calmly and professionally.

What the Company Offers

• A welcoming and supportive work environment where your contributions are valued.

• Opportunities for career growth and development in a thriving hospitality industry.

• Competitive salary package and benefits.

• The chance to work in a well-established hotel that prioritizes guest satisfaction and service excellence.

How to Apply

If you are passionate about customer service and would like to be part of our vibrant team, we encourage you to apply. Submit your CV and cover letter referencing SI-131 to apply for this exciting opportunity.

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