Check-in and check-out of guests and attend to guest enquiries.
Assist the Front Office Management team with processing of all front desk procedures, using the OnQ system.

Key Performance Areas:

• Records, processes and files all information relating to in-house guests, checked-out guests, regular guests and future bookings accurately.
• Communicate any change in room allocations to facilitate good relationships with Reception, Reservations and Housekeeping.
• Ensure Daily Direct Bills are completed by 13:00 and sent to relevant travel agencies and accounts, then checked by the Supervisor / Front Office Manager.
• Ensure guests complete registration forms correctly and that payment is guaranteed.
• Ensure Front Office System aligns with Housekeeper's report.
• Capture all reservations accurately (phone or desk).
• Perform additional duties as requested by management.
• Work overtime when required.
• Conduct daily pit checks and ensure sign-off.
• Ensure all F&B dockets are accounted for and correctly filed.
• Process daily paid-outs, corrections, and allowances accurately.
• Maintain cleanliness and organisation of the Front Office.
• Welcome guests in a polite, friendly, and efficient manner.
• Use direct messaging tools to communicate with guests and check satisfaction.
• Promote and enroll guests into loyalty programs.
• Complete daily banking and cash-up procedures.
• Coordinate with porter regarding guest luggage.
• Print and distribute required reports.
• Handle switchboard calls professionally.
• Maintain an effective messaging system.
• Respond to email enquiries professionally.
• Resolve guest issues or escalate when necessary.
• Ensure all calls and messages are handled correctly.
• Manage float checks per shift.
• Process account documentation accurately.
• Coordinate emergency procedures and respond to incidents.
• Respond to fire alarm panel alerts appropriately.
• Adhere to company credit policies.
• Complete shift procedures per company standards.
• Maintain professional personal appearance.
• Keep a handover diary for shift communication.
• Prepare for group arrivals.
• Stay informed of all services and promotions.

Night Audit Duties:

• Conduct audits on previous day's business and verify revenue.
• Ensure all arrivals are checked in and guest folios are opened.
• Produce day-end and emergency reports.
• Process late F&B cash-ups.
• Verify guest folios and ensure correct billing.
• Check house accounts for accuracy.
• Prepare shift handovers.
• Capture accurate statistics for hotel revenue reporting.
• Work additional hours if required.
• Ensure all calls and messages are handled professionally.
• Coordinate emergency procedures.
• Ensure operations comply with South African laws.

Requirements:

• Proficiency in ONQ (or similar systems like Opera) advantageous
• Computer literate
• Excellent communication skills
• Fluent in English (additional languages advantageous)
• Strong attention to detail
• Ability to work under pressure
• Team player
• 2–3 years Front Office experience
• Minimum 2 years Night Audit experience
• Previous experience with similar systems advantageous
• Hotel Management Diploma or equivalent advantageous