Head Receptionist

• Luxury Estate, Hotel & Spa based close to Somerset West is looking for an experienced, professional and service-driven Head Receptionist to join their Front Office team.

• This is a key guest-facing leadership position for an individual who understands the standards expected within a luxury 5* environment and takes pride in delivering warm, personalised and seamless guest experiences.

• The Head Receptionist will oversee the reception operation during assigned shifts, support and guide the reception team , and ensure that all guest service, administrative and financial procedures are consistently executed to the highest standards.

Duties

• Take responsibility for the smooth and efficient operation of Reception during assigned shifts.

• Lead, supervise and support Reception team members, ensuring all duties are completed accurately and efficiently.

• Act as the senior point of contact in the absence of the Front Office Manager.

• Ensure guests receive a warm, professional and personalised welcome and farewell.

• Maintain a visible and proactive presence at Reception, particularly during peak periods.

• Manage check-ins, check-outs, guest requests, queries and complaints with professionalism and urgency.

• Resolve guest concerns effectively and escalate matters to the Front Office Manager or Manager on Duty when appropriate.

• Ensure accurate and efficient use of the hotel's property management system, Protel.

• Manage guest accounts and ensure all charges, transfers and golf-related transactions are accurately processed and posted.

• Identify opportunities to promote and upsell the hotel's accommodation, restaurants, spa, golf and other facilities.

• Ensure professional handling of all incoming calls, messages and guest communications.

• Maintain accurate and timely shift handovers and administrative records.

• Balance cash, manage Reception floats and complete all end-of-shift financial procedures accurately.

• Maintain strict control and security of cash, payments and financial transactions.

• Support the Front Office Manager in maintaining consistent service standards, operational procedures and team performance.

Requirements

• A hospitality, hotel management, tourism or Front Office qualification from a recognised institution.

• At least 3–5 years' experience in Front Office/Reception within a luxury or 4/5-star hotel environment.

• At least 1–2 years' experience in a senior receptionist, supervisory or similar Front Office leadership position.

• Previous experience with a recognised hotel property management system; Protel experience will be advantageous.

• Strong knowledge of hotel Front Office procedures, including check-in, check-out, guest accounts, billing and cash-up procedures.

• Experience handling guest complaints and resolving service-related matters professionally.

• Proven ability to lead, support and motivate a Front Office team.

• Excellent verbal and written communication skills.

• Strong administrative and organisational skills with exceptional attention to detail.

• Professional telephone etiquette and a confident, polished manner.

• The ability to remain calm and professional under pressure.

• Strong understanding of luxury guest service standards.

• A professional appearance and manner appropriate to a luxury 5-star hotel.

• A flexible approach to working shifts, weekends and public holidays as required by hotel operations.

• Genuinely passionate about luxury hospitality and creating memorable guest experiences.

• Takes pride in representing the brand and creating a refined and welcoming experience for every guest.