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Job Summary
Position Overview The Receptionist is the first point of contact for guests and plays a vital role in creating a memorable first and last impression. The Receptionist is responsible for managing the Front Office, ensuring seamless guest arrivals and departures, handling reservations support, maintaining accurate guest records, and delivering exceptional customer service in line with the lodge's 5-star standards. Key Duties & Responsibilities Front Office Operations Welcome guests warmly upon arrival and ensure a professional check-in experience. Complete guest check-in and check-out procedures efficiently and accurately. Verify guest details, reservations, and payment information. Allocate rooms according to guest preferences and operational requirements. Issue room keys and provide guests with information regarding lodge facilities and activities. Maintain an organised and professional reception area at all times. Answer telephone calls, emails, and guest enquiries promptly and courteously. Process guest payments and maintain accurate billing records. Guest Relations Deliver exceptional personalised guest service throughout each guest's stay. Build strong relationships with guests and anticipate their needs. Arrange special requests such as honeymoon setups, birthdays, anniversaries, and VIP amenities. Handle guest complaints professionally and escalate when necessary. Provide information about safari activities, spa services, dining experiences, and local attractions. Coordinate guest transport and activity bookings where required. Ensure all guest interactions reflect the lodge's luxury hospitality standards. Reservations Support Assist with processing reservations and amendments. Update booking systems with accurate guest information. Liaise with the Reservations Department regarding arrivals, departures, and special requests. Confirm activity schedules, transfers, and accommodation arrangements. Assist in maximising occupancy through effective room allocation. Administration Maintain accurate guest profiles and records. Prepare daily arrival and departure reports. Balance cash, card transactions, and petty cash where applicable. File guest documentation and maintain confidentiality. Assist with preparing operational reports for management. Ensure all Front Office documentation is completed accurately. Communication & Coordination Liaise closely with Housekeeping regarding room readiness. Coordinate with the Kitchen and Food & Beverage team regarding dietary requirements and special occasions. Communicate guest requests promptly to relevant departments. Work with the Safari Team to ensure activity schedules are communicated accurately. Maintain excellent communication between all lodge departments. Concierge Services Arrange airport transfers and shuttle bookings. Assist guests with travel information and onward travel arrangements. Recommend lodge activities and nearby attractions. Coordinate special experiences and personalised itineraries. Handle courier services and guest parcels where required. Cash Handling & Financial Responsibilities Process guest accounts accurately. Handle cash, credit card, and electronic payments. Perform daily cash-ups and reconciliations. Ensure billing accuracy and minimise account discrepancies. Follow company financial procedures and controls. Health; Safety & Compliance Ensure compliance with lodge policies and procedures. Maintain guest confidentiality in accordance with privacy regulations. Follow emergency and evacuation procedures. Ensure reception complies with health and safety standards. Report incidents and maintenance issues promptly. Minimum Qualifications Grade 12 (Matric). Diploma or Certificate in: Hospitality Management Tourism Management Hotel Management Front Office Operations or a related field (advantageous). Experience Required Minimum 2–3 years' experience as a Receptionist or Front Office Receptionist in a 4-star or 5-star game lodge, hotel, or luxury resort. Previous experience using hospitality Property Management Systems (PMS) such as: Opera Protel Semper NightsBridge RoomRaccoon or similar systems. Experience in guest relations and reservations support. Cash handling and administrative experience.
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