Front Desk Receptionist @ Boutique Hotel

SUMMARY:
Role overview:

As the Front Desk Agent, you will be the first and last point of contact for every visiting guest. Your outstanding customer services experience within the hospitality industry will put you at the TOP of the shortlist!

POSITION INFO:
Skills & Attributes required:

• Excellent verbal and written communication, with strong telephone and email etiquette.
• Warm, guest-focused manner with genuine attentiveness to detail and guest preferences.
• Calm and effective under pressure, with strong problem-solving and service recovery skills.
• Comfortable with PMS/booking software and secure payment processing.
• Well-organized, accurate, and reliable with cash and billing procedures.
• Team-oriented, with the ability to coordinate smoothly across departments.
• Strong local knowledge of Stellenbosch dining, wine, and activities — or willingness to learn quickly.

Minimum Requirements:

• Previous experience in a front desk, reservations, or guest-facing hospitality role
• Fluent in English & Afrikaans
• Flexible to work shifts, including weekends and public holidays
• Own Transport

Responsibilities:

Reservations & Pre-Arrival:

• Manage bookings across all channels (direct, OTA, walk-ins and travel agents
• Maintain accurate PMS records
• Respond to telephonic and email enquiries
• Process payments & deposits
• Send booking confirmations

Upon Guests Arriving:

• Welcome guests, confirm reservation details & complete registrations
• Coordinate Housekeeping to ensure ready-rooms
• Issue of Key cards and advise on other activities i.e. restaurant bookings, concierge services

During Guest Stay:

• Engage with guests during their stay & follow up on booked services
• Route guest request to relevant departments i.e. housekeeping, kitchen, maintenance

On Check-out:

• Prepare accurate guest folios ahead of departure and settle accounts
• Assist with luggage and travel arrangements
• Deliver a personalized farewell and encourage post-stay reviews
• Ensure the post-stay review/feedback request is sent, and escalate any negative feedback to management the same day

General:

• Maintain accurate financial records and complete shift reconciliation
• Uphold key card control, visitor log, and other security procedures
• Support up-selling of rooms, shuttles, and local experiences to enhance guest stays and hotel revenue.