Job Description

An award-winning 5-star Boutique Hotel is looking for a RECEPTIONIST to join their team.
Set within a 5-star boutique guesthouse, the environment offers a peaceful and purposefully designed space where both guests and staff can thrive. We are looking for a young, bubbly, personable and service-oriented individual.
As a team member, you'll experience:

• A supportive, serene work culture that values attention to detail and proactive care
• Opportunities to contribute meaningfully to a legacy of quality hospitality

Candidate Responsibilities:
Guest Relations

• Welcome and acknowledge guests in a friendly and professional manner
• Engage with guests regarding their stay, property services, and area attractions/offerings.
• Ensure that the standards of service excellence and guest satisfaction are met and maintained.
• Effective communication, problem-solving, decision making and conflict management
• Ensure that every guest complaint is handled and solved to the satisfaction of the guest.
• Checking the rooms if all in order before new arrival
• Preparation & serving of breakfast/snacks/beverages if required
• Ensuring the pool area is set up for the day. (Weather dependent)
• Familiarise themselves with amenities within all rooms.
• Ensure all information received prior to arrival, during a stay is updated on RoomRacoon in guest profile

Concierge

• Have good knowledge of Cape Town and surrounding areas
• Be able to recommend tours, activities and restaurants
• Become familiar with partnered suppliers for tour, activities and restaurant bookings.

Check-in/Check-out

• Organize and coordinate check-in/pre-registration procedures.
• Upon check in, be sure to inform guest on all room and property amenities and facilities.
• Process all guest check-ins by confirming reservations in computer system (RoomRacoon).
• Process all check-outs.
• Resolve any late or disputed charges and settling account.
• Controlling the petty cash and invoice preparation on daily basis

Reservations

• Process all reservation requests, changes, and cancellations.
• Answer guest emails promptly and professionally.
• Use sales techniques when assisting guests in making reservations.
• Verify availability of room type, rate, and occupancy before confirming any reservations.

Reporting

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

Teamwork

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees.
• Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
• Training will be conducted regularly
• KPI will be conducted bi-annually following performance reviews

Management

• Manage and lead a team of housekeepers and maintenance staff
• Tight supervision of the cleanliness of the property
• Responsible for managing daily hotel operations

Candidate Requirements:

• Minimum 3-4 years' experience working in the service or/and hospitality industry
• Systems - Property Management System, Internet, MS Word/Office, Microsoft excel and Outlook.
• Ability to work within a pressurized environment
• Quality and customer service driven
• Big advantage will be knowledge of room racoon
• We are looking for an individual with advance level of English capabilities
• Willingness to reside on premises at least 2 nights per week

Benefits:

• Dinner and drinks, compensated for overnight stays.
• Once 6-month probation is successfully completed, the individual may be entitled to 13th check if KPIs are achieved & the company has achieved business goals.
• 21 days holiday to be taken in June / July - this is non-negotiable.
• Training on the job
• Team outings (Dinners / Lunches)

This is a live-out position with 2 nights at the property per week.
For more information please contact:
Andrea Rhoda

Skills Required