Front Desk Receptionist @ Boutique Hotel

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.