Front Office Operations Agent

Duties

• Welcome guests and provide a professional first impression.
• Perform guest check‑in and check‑out procedures.
• Answer, screen and transfer incoming telephone calls.
• Handle guest enquiries, requests and complaints promptly and professionally.
• Allocate rooms and assist guests with hotel orientation.
• Bill guests for additional services and amenities.
• Maintain guest records and update internal databases.
• Administer petty cash during shifts.
• Maintain key control and daily key register.

Administration

• Manage room maintenance reports and follow up on outstanding items.
• Process daily departure documentation and distribute to Accounts.
• Distribute incoming emails to relevant departments.
• Maintain guest feedback reports.
• Update vehicle logbooks and operational spreadsheets.
• Scan and file conference feedback documentation.
• Assist the Reservations Manager with accommodation bookings.
• Prepare comprehensive shift handovers.

Conference & Events Support

• Prepare conference venues according to function sheets.
• Meet and welcome conference delegates.
• Assist with basic technical setup where required.
• Serve refreshments during conferences when necessary.
• Monitor conference facilities throughout the day.
• Ensure venues remain clean, organised and presentation ready.
• Collect delegate feedback forms for management.

Property & Operational Support

• Conduct regular property inspections to identify maintenance or service issues.
• Coordinate guest service requests with relevant departments.
• Assist with basic IT‑related guest support (Wi‑Fi, telephones and computer queries).
• Support health, safety and fire compliance procedures.
• Ensure all assigned work areas remain clean, secure and operational.
• Perform additional operational duties as reasonably required by management.

Shift work is essential

Early Shift: 06:00 – 15:30
Late Shift: 12:45 – 21:30
Sleep over 15:00 – 06:30

Requirements

• Grade 12.
• Recognised Hospitality Qualification preferred.
• At least 1–2 years’ experience working in a 4/5* hotel environment within a receptionist role.
• Well‑groomed and professional disposition.
• Confident and calm demeanour.
• Excellent telephone and email etiquette.
• Ability to manage conflict and challenging situations with respect and confidence.
• Positive and friendly attitude.
• Strong organisational and planning skills.
• Ability to multitask and work within a fast‑paced, pressurised and team‑orientated environment.
• Excellent communication and interpersonal skills.
• Strong attention to detail and efficiency pertaining to area of responsibility.

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