Hotel Front Office Receptionist

**VACANT POSITION - HOTEL FRONT OFFICE RECEPTIONIST**

**KEDAR COUNTRY HOTEL CONFERENCE CENTRE & SPA requires the services of a HOTEL FRONT OFFICE RECEPTIONIST**

The Hotel Front Office Receptionist is responsible for providing exceptional guest service and ensuring smooth operations at the front desk. This role involves managing reservations, coordinating guest requests, promoting hotel amenities, and maintaining accurate records. The receptionist plays a vital role in enhancing the guest experience and contributing to the overall success of Misty Hills Country Hotel, Conference Centre and Spa, as well as Kedar Heritage Lodge.

The responsibilities will include:

- Ensure that employees, are at all times, attentive, friendly, helpful and courteous.
- Greet clients or visitors with a positive, helpful attitude.
- Provide excellent customer service.
- Announcing clients as necessary.
- Handle guest complaints and escalate it to the Front Office Manager / Assistant Front Office Manager.
- Ensure special handling of repeat and VIP guests.
- Front Office Staff needs to ensure that they are attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Uphold the Hotel's commitment to hospitality
- Collaborate with maintenance and the operations department to resolve all guest issues
- Maintains master key control
- Prepare an accurate Front Office Daily Intelligence (FODI) report before 9 am for review by the Front Office Manager / Rooms Division Manager.
- Complete daily courtesy call reports accurately and submit them to the management team.
- Contact guests scheduled to check in the following day to confirm their arrival time, verify their reservation details, and upsell hotel services such as spa treatments and activities.
- Utilize the Property Management System (PMS) to handle reservations, modifications, and cancellations promptly and accurately.
- Coordinate with various departments including Reservations, Food and Beverage, Spa, Housekeeping, and Sales to fulfil guest requests and preferences.
- Maintain detailed records of reservations, guest preferences, and special requests for future reference.
- Assisting with a variety of administrative tasks including copying, faxing and taking notes
- Provide comprehensive information about hotel facilities, services, and promotions to guests, ensuring they have a memorable stay.
- Ensure the accurate processing of payments, deposits, and refunds in collaboration with the Accounts Department, following hotel policies and procedures.
- Processing bills and helping clients or customers if they have any questions about their charges.
- Adhere to cash handling procedures and ensure accuracy in billing and invoicing processes.
- Answer, screen and forward incoming phone calls. Answering phones in a professional manner, and routing calls as necessary.
- Maintain proper hand radio manners at all times
- Solid knowledge about hotel and guest room facilities / services
- Direct visitors to the appropriate person and office.
- Ensure reception area is tidy and presentable, with all necessary stationery and material (pens, forms and brochures)
- Adhere to hotel policies, procedures, and standards.
- Ensure that the full uniform is worn with a name badge when on duty.
- Uphold the standards and values of Misty Hills Country Hotel, Conference Centre and Spa and Kedar Heritage Lodge, providing exceptional service to all guests.
- Maintain a neat and organized front desk area, ensuring all necessary supplies are stocked.
- Assist guests with luggage handling, transportation arrangements, and other concierge services as needed.
- Continuously seek opportunities to improve efficiency, productivity, and guest satisfaction within the front office department.
- Act as a brand ambassador for Misty Hills Country Hotel, Conference Centre and Spa, as well as Kedar Heritage Lodge, embodying the company's values and commitment to excellence.
- Maintain a professional appearance and demeanour at all times.
- Attend training sessions and meetings as required to enhance skills and knowledge.
- Actively promote hotel amenities, packages, and special offers to guests during check-in, check-out, and throughout their stay.

**Minimum Requirements**:

- Matric
- Minimum 3-5 years of experience in hotel reception, preferably in the hospitality sector.
- **Customer Service Experience**: Previous experience in a customer-facing role, preferably in hospitality or a related field.
- **Organizational Skills**: Strong multitasking abilities with attention to detail to manage simultaneous tasks efficiently.
- **Tech Savvy**: Proficiency in using computer systems, including MS Office and reservation management software.
- **Positive Attitude**: Enthusiastic, friendly demeanour with a passion for delivering outstanding service to guests.
- **Flexibility**: Willingness to work flexible hours, including evenings, weekends, and holidays, to accommodate the needs of our guests and