Receptionist (KwaZulu-Natal, Kokstad)
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ANEW Resort Ingeli Forest is seeking a professional and friendly Receptionist to be the first point of contact for our guests. The successful candidate will handle check-ins and check-outs, manage reservations, and deliver excellent customer service while maintaining high hospitality standards.
The successful candidate will be based at KwaZulu-Natal, Kokstad.
Role Purpose
Create warm, memorable experiences for ANEW guests while ensuring efficient front desk operations and accurate financial handling.
Key Responsibilities
Guest Experience
• Welcome guests with genuine warmth and professionalism
• Execute efficient check-in/check-out procedures
• Enroll guests in ANEW Rewards program
• Handle reservations and guest inquiries
• Manage special requests and VIP arrangements
• Resolve guest concerns promptly
• Coordinate with other departments for guest needs
• Ensure guest profiles are merged and maintained
• Offer guests value added services, e.g. late check-out, room upgrades, meal plans, etc.
Operational Excellence
• Process reservations in Opera PMS
• Manage room allocations and availability
• Handle guest folios and billing
• Maintain accurate and detailed guest records
• Coordinate with housekeeping on room status
• Manage keys and access cards securely
Financial Management
• Process payments accurately
• Balance payments
• Handle billing documentation
• Manage company accounts
• Reconcile daily transactions
Communication
• Answer calls within three rings
• Relay messages accurately
• Update departmental communications
• Coordinate with all departments
• Maintain guest privacy
Required Skills
• Guest and customer service excellence
• Opera PMS proficiency
• Clear communication
• Problem-solving ability
• Financial accuracy
• Professional appearance
• Time management and ability to multitask
• Health and safety compliance
• Security awareness
Performance Metrics
• Guest satisfaction scores
• Check-in/out efficiency
• Payment accuracy
• Call handling speed
• Guest complaint resolution
• Revenue Generation
• ANEW Reward sign-ups