Senior Receptionist
Bright Placements (PTY) Ltd · Grahamstown
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Start free — we apply for you →Minimum Qualifications
• Grade 12 (Matric). • Diploma or Certificate in Hospitality Management, Hotel Management, Tourism, or a related field. • Valid driver's licence is advantageous. • First Aid certification is beneficial. Experience Required
• Minimum 3–5 years' experience in Front Office operations within a four- or five-star lodge, hotel, or luxury hospitality environment. • At least 1–2 years' experience in a senior reception or supervisory role. • Experience working with international guests and travel agents. • Experience using Property Management Systems (PMS) such as Opera, Protel, Semper, ResRequest, or similar. • Previous experience in a safari lodge environment is advantageous. Knowledge & Skills
• Excellent guest relations and customer service skills. • Strong leadership and team supervision abilities. • Excellent verbal and written communication skills. • Strong administrative and organizational skills. • Financial acumen with cash handling and reconciliation experience. • Computer literacy, including Microsoft Office (Word, Excel, Outlook). • Ability to multitask and remain calm under pressure. • Excellent attention to detail and problem-solving skills. • Knowledge of luxury hospitality standards and front office procedures. • Professional telephone etiquette. Personal Attributes
• Professional, confident, and well-presented. • Friendly, welcoming, and guest-focused. • Calm and composed under pressure. • Honest, reliable, and trustworthy. • Strong leadership and interpersonal skills. • Highly organized with excellent attention to detail. • Flexible and adaptable. • Positive attitude with a hands-on approach. • Able to work shifts, weekends, and public holidays. • Comfortable living and working in a remote lodge environment where applicable. Key Performance Indicators (KPIs)
- Guest satisfaction scores and positive online reviews.
- Accuracy and efficiency of check-ins and check-outs.
- Front Office audit and cash-up accuracy.
- Response time and resolution of guest enquiries and complaints.
- Accuracy of guest profiles and reservation records.
- Team productivity and adherence to service standards.
- Room readiness coordination with Housekeeping.
- Compliance with lodge SOPs, health and safety requirements, and POPIA.
- Upselling success for accommodation, activities, spa treatments, and other lodge services.
- Overall contribution to delivering an exceptional five-star guest experience.