HOTEL RECEPTIONIST RELIEF NIGHT AUDIT – WESTERN CAPE

JOB DESCRIPTION

As a Hotel Receptionist you are a key role in delivering excellent guest experiences as a face of the hotel. You are responsible for delivering a welcoming and professional guest experience. This role focuses on providing exceptional service, ensuring smooth front desk operations, and accurately managing reservations and billing. It involves upholding the hotel’s standards for guest experience, operational accuracy, process efficiency, thoroughness and team collaboration.

This role supports daily reception duties and provides relief cover for night audit shifts as required. The position requires strong attention to detail, accountability, and a guest-focused mindset to ensure smooth front office operations at all times.

By embodying our principles of professionalism, accountability, and continuous improvement, you’ll help create an environment where guests feel truly cared for and where both administrative and hosting roles are handled with expertise. Our mission is to create authentic experiences that elevate connection with a human touch in the detail of professionalism.

REPORTING LEVELS

Second Level Superior:           Duty Manager

First Level Superior:                Front Office Supervisor

This Position:                           Receptionist / Relief Night Audit

Subordinates (Titles & No’s):  N/A

KEY RESPONSIBILITIES

Continuous Improvement & Feedback:

• Actively invite and provide feedback to enhance the guest experience and operational processes to identify areas for improvement. Engage in regular discussions with management to share ideas for enhancing front desk efficiency and guest experience.
• Learn from experiences, apply lessons learnt to continually improve performance, guest service and front desk operations.
• Stay informed about offerings on the farm as well as in and around Cape Town, to provide the most accurate information and recommendations to guests.

Accountability & Professionalism:

• Maintain accurate guest records, ensure professionalism and confidentiality in all guest-related information.
• Take ownership of assigned tasks, demonstrating reliability, ethical conduct, and adherence to the hotel’s policies and service standards. Represent the hotel professionally in all guest interactions and maintain a polished appearance.
• Uphold the hotel’s standards of excellence, demonstrating punctuality, integrity, and professionalism in all interactions, ensuring no detail is overlooked, that hotel policies and procedures are adhered to and addressing any issues proactively.

Communication, Collaboration & Team Coordination:

• Collaborate and build relationships with other departments, colleagues and management to ensure consistent communication, smooth operational flow and guest satisfaction.
• Ensuring all documentation is up to date, well-presented to the standard of the business, in line with standard operational procedures.
• Foster open and effective communication to handling daily tasks and duties, completing processes and procedures, as well as briefings and handovers.

Guest Service & Experience:

• Proactively engage with guests with warmth and professionalism to connect with them, ensuring that each guest has a positive and memorable experience, from their first interaction to their departure, providing exceptional service to support that standards of a premium offering are consistently met.
• Deliver smooth and efficient handling of front desk operations, including inquiries, guests check-in/check-out processes, early/late departures, payments, accounts, billing and concierge services, ensuring accuracy and professionalism in all transactions.
• Familiarize guests with the property and facilities, ensure they feel comfortable and valued. Make suggestions of services/information to promote, upsell and cross-sell offerings on (and off) property, while prioritizing the guest’s best interests to enhance their stay.
• Assist guests in recommending information about experiences, amenities and local attractions, offering appropriate experiences, that align with the business principles and values.

Accurate Records, Daily Reporting, Billing and Cashiering:

• Maintain that all guest interactions, financial transactions, reservations, data and daily reports are logged and completed on time, with accuracy and efficiency.
• Update guest information in the system, manage billing and payments, and generate daily reports. Ensure the accuracy of all records and follow procedures for documentation and reconciliation.
• Managing floats and inventory ensuring that all are kept secure at all times.

Reliable and Flexible Operational Support:

• Keep up-to-date on any events, promotions, or services to provide accurate information about the offerings, events, road closures, availability, etc. while maintaining a positive and welcoming atmosphere.
• Maintain an organized, tidy, well stocked and welcoming front desk, reception area including back of house spaces and the general standards & upkeep of the property.
• Ensure compliance with safety and security protocols, safeguarding the well-being of guests and staff.
• Be adaptable to perform additional duties or another role during times when it may be needed.

Night Audit Relief:

• Ensure compliance with safety and security protocols, safeguarding the well-being of guests and staff.
• Conduct night audit procedures when on relief duty, including balancing accounts, running reports, and preparing handover documentation.
• Monitor the lobby and front office areas during night shifts to ensure safety and order.
• Oversee and/or complete night audit procedures, ensuring daily revenue is balanced and accurate.
• Verify postings, charges, cash handling, and payment reconciliations.
• Ensure all night audit reports are completed and distributed as required.
• Investigate discrepancies and report findings as per protocol.
• Secure cash floats, safes, and financial documentation overnight.

Playbook Principles:

• Contributing to a positive team environment and culture built on trust, cooperation, and mutual respect.
• Consider the whole – making day-to-day decisions with awareness of how actions impact guests, colleagues, and the wider business. Supporting team goals and working collaboratively to achieve shared outcomes.
• Take accountability – taking responsibility for assigned duties, following through on tasks, and raising concerns or challenges when necessary.
• Embody professional excellence – maintaining high standards of professionalism, service, and conduct at all times.
• Invite feedback – communicating openly and respectfully with colleagues and supervisors, including sharing ideas and receiving feedback constructively.
• Build on lessons learned – learning from experience and feedback to continuously improve performance and ways of working.

JOB REQUIREMENTS

Minimum Education:              Grade 12 (Mathematics as a subject)

Additional Qualifications:

Minimum Work Experience:   2 years’ experience.