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Job Summary
Luxury Game Lodge in the Waterberg area is looking for a Receptionist to provide a warm; professional; and personalised welcome to guests, ensuring an exceptional guest experience throughout their stay while maintaining the highest standards of luxury hospitality, service excellence, and administrative accuracy. Duties: Guest Service & Experience: Welcome and assist guests professionally throughout their stay. Handle check-ins, check-outs, and guest enquiries efficiently. Provide accurate information about lodge facilities, activities, dining, and services. Respond promptly to guest requests and concerns. Address guest complaints appropriately and escalate when necessary. Maintain a personalised, welcoming, and professional guest experience. Ensure the reception area remains clean, organised, and inviting. Front Office Operations: Manage the reception desk and ensure efficient day-to-day Front Office operations. Process guest arrivals, departures, room allocations, and reservations accurately. Coordinate with Housekeeping regarding room status and guest requirements. Communicate guest requests and relevant information to the appropriate departments. Assist with wake-up calls, transfers, activities, dining arrangements, and other guest services. Maintain accurate records of guest information and daily Front Office activities. Conduct shift handovers and ensure all relevant information is communicated to the incoming shift. Assist with coordinating guest activities and special arrangements where required. Guest Communication & Telephone Duties: Answer and direct telephone calls professionally and efficiently. Respond to guest emails, messages, and enquiries in a timely manner. Maintain professional communication with guests, colleagues, suppliers, and external service providers. Ensure that all guest requests and messages are recorded and followed up appropriately. Maintain confidentiality when handling guest and company information. Administration & Cash Handling: Maintain accurate guest records and Front Office documentation. Process payments and guest accounts accurately in accordance with lodge procedures. Handle cash and credit card transactions responsibly where required. Reconcile Front Office transactions and documentation as instructed. Maintain accurate records of guest charges, payments, deposits, and other transactions. Complete daily Front Office administrative duties and reports. Report discrepancies, errors, or irregularities to the Front Office Manager promptly. Teamwork & Communication: Work closely with Housekeeping, Food & Beverage, Reservations, Guest Relations, and other departments to ensure seamless guest service. Maintain effective communication with management and colleagues. Participate in daily briefings, meetings, and handovers as required. Support colleagues during busy periods and assist with general Front Office duties. Participate in training and development initiatives. Promote teamwork, professionalism, and a positive working environment. Health; Safety & Compliance: Comply with all policies, procedures, and operational standards. Maintain a safe, clean, organised, and professional reception area. Follow all health and safety, security, and emergency procedures. Protect guest confidentiality and personal information at all times. Report maintenance, security, safety, or operational concerns promptly. Ensure compliance with all relevant lodge standards and procedures Requirements: Grade 12 (Matric) or equivalent. Previous experience in a Receptionist, Front Office, Guest Relations, or similar hospitality position preferred. Previous experience using Opera is required. Previous experience within a luxury lodge, hotel, or guest environment will be advantageous. Knowledge of lodge/hotel Front Office procedures and guest service standards. Computer literacy and basic knowledge of Microsoft Office. Knowledge of hotel/property management systems will be advantageous. Good command of English, both written and spoken. Ability to work shifts, weekends, public holidays, and according to operational requirements. Excellent guest service, communication, and interpersonal skills. Professional; friendly, and welcoming manner. Strong organisational, administrative, and time-management skills. Ability to multitask and work effectively under pressure.
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