Receptionist / Switchboard Operator [CWR.K.RSO.20102026]

Introduction

Our client, an upmarket hotel and conference center in Pretoria is looking for a Receptionist / Switchboard Operator to join their dynamic team.

Duties & Responsibilities

JOB DESCRIPTION / PURPOSE

To provide professional, efficient and welcoming reception and switchboard services to all guests and callers of the Company, ensuring a high standard of personalised service at all times in line with the hotel's Front Office and brand standards. This includes answering and directing incoming calls, handling guest check-in and check-out processes, managing reservations and guest requests, and coordinating communication between guests and hotel departments to support an exceptional arrival, stay and departure experience.

• Deliver an exceptional first impression to all guests and callers through a professional, warm and efficient reception and telephone service.

• Accurately answer and direct incoming calls, place outgoing calls, relay messages and manage wake-up calls within agreed standards and time frames.

• Perform front desk reception duties, including check-in, check-out, rooming and guest billing, in compliance with hotel policies and procedures.

• Support the Front Office Manager in ensuring smooth day-to-day operation of the reception and switchboard function, including basic administration and reporting tasks.

• Maintain a high level of product knowledge regarding the hotel, its facilities, services and local area to confidently assist guests and upsell where appropriate.

• Ensure accurate, timely relating of messages, wake-up calls and information between guests and all hotel departments.

• Uphold the hotel's grooming, service and behavioral standards at all times, reflecting the positioning of the Company as an upmarket property.

MAIN DUTIES & RESPONSIBILITIES

Switchboard and telephone duties

• Answer all calls within three rings, deal with callers' enquiries, provide prompt and professional guest service over the telephone.

• Direct all external and internal calls to the appropriate guest room, staff member or department using the switchboard.

• Receive, record and accurately deliver guest and staff messages, including written, voicemail and electronic messages, within agreed time frames.

• Log, schedule and execute wake-up calls, confirming details with guests and ensuring calls are placed on time.

• Coordinate and log requests received via telephone (e.g., maintenance, housekeeping, room service) and follow up to ensure completion.

• Maintain confidentiality of guest information and follow data protection and privacy requirements at all times.

• Keep an accurate, up to date internal telephone directory and ensure the front office system reflects current extensions and contact details.

Reception and front desk duties

• Welcome all guests and visitors on arrival in a warm, professional manner, following the hotel's standard greeting, and create a positive first impression of the Company.

• Perform check-in and check-out procedures efficiently and accurately, including registration, issuing room keys or key cards, room allocations and settling guest accounts in accordance with credit policies.

• Verify reservations, rates, payment methods and personal details, ensuring all information is correctly captured in the property management system.

• Provide guests with information on hotel facilities, services, operating hours, promotions and loyalty programmes, actively upselling available services (e.g. spa, restaurant, conferencing) where appropriate.

• Assist with individual and small group reservations at reception (walk-ins, extensions, early arrivals, late departures), within delegated authority.

• Respond professionally to guest enquiries, requests and complaints at the front desk, resolving issues where possible and escalating to the Duty Manager or Front Office Manager when required.

• Coordinate luggage assistance, transport arrangements, wake-up calls, printing, concierge-type requests and other guest services with the relevant departments.

• Ensure that the reception area, lobby and front desk are kept clean, tidy and presentable at all times, reporting any maintenance or housekeeping issues.

• Handle cash, card and electronic payments at reception in line with cash-up, float and security procedures, including accurate posting of charges and issuing receipts.

• Prepare, file and maintain guest registration cards, invoices and other front office documentation in accordance with company policies, audit requirements and POPIA.

Front Office administration and support

• Assist with basic front office administrative tasks as requested (filing, photocopying, updating notice boards, preparing simple reports on call logs, occupancy and guest feedback).

• Assist with updating front office and telephone SOPs, directories and contact lists as directed by the Front Office Manager.

• Attend departmental briefings and training sessions to remain updated on hotel information, promotions, procedures and emergency protocols.

• Assist with training and coaching of new reception and telephone staff in performance of job duties, service standards and system usage.

• Support other front office colleagues during peak periods by assisting with check-ins, check-outs, concierge requests or switchboard coverage as operationally required.

Guest relations and service excellence

• Demonstrate a consistently friendly, polite and professional manner both in person and on the telephone, reflecting the upmarket nature and brand values of the Company.

• Show empathy and active listening by acknowledging guest concerns and confirming understanding before taking action, communicating solutions clearly and timeously.

• Remain calm, patient and solution-focused when handling difficult, upset or demanding guests and callers, escalating to a supervisor when necessary.

• Take ownership of guest requests and problems received at reception or via phone and follow up with the relevant department until completion, keeping the guest informed.

• Maintain strong relationships and communication with all departments (Housekeeping, Food & Beverage, Spa, Maintenance, Security, Sales, Reservations etc.) to support seamless guest experiences.

Desired Experience & Qualification

EDUCATIONAL REQUIREMENTS

• Grade 12

• Relevant tertiary qualification advantageous

EXPERIENCE AND SKILLS REQUIRED

• Minimum 1 year of Switchboard or Customer Care experience and experience handling all busy Switchboard and general administrative tasks

• Previous reception/front desk experience in a hotel or hospitality environment (upmarket or 4/5-star)

• Experience working with a property management system/front office software

• Guest Relations Principles and Relations Skills, with an understanding of luxury / upmarket service standards

• Basic knowledge of front office operations, including check-in/check-out, reservations, cashiering and night audit processes

• Understanding of switchboard/PBX operations and call handling procedures

• Knowledge of hotel products, facilities and services, as well as Pretoria/ local area attractions, directions and key points of interest

• Strong communication skills, including clear, friendly and professional telephone manner

• Excellent customer service and guest handling skills, with the ability to anticipate needs and personalise services

• Proficient computer skills, including property management/front office systems and MS Office (Word, Excel, Outlook) or similar

• Accurate cash-handling and basic numerical skills for billing and posting

• Ability to multitask and prioritise effectively in a fast-paced front office environment

• Ability to handle stress and stay calm under pressure

• High level of reliability, punctuality and attention to detail

• Energetic, committed, and collaborative team player

• Self-motivated and hard working with strong work ethic

• Excellent communication and interpersonal