Head Receptionist

Take responsibility for the smooth and efficient operation of Reception during assigned shifts.

Lead, supervise and support Reception team members, ensuring all duties are completed accurately and efficiently.

Act as the senior point of contact in the absence of the Front Office Manager.

Ensure guests receive a warm, professional and personalised welcome and farewell.

Maintain a visible and proactive presence at Reception, particularly during peak periods.

Manage check-ins, check-outs, guest requests, queries and complaints with professionalism and urgency.

Resolve guest concerns effectively and escalate matters to the Front Office Manager or Manager on Duty when appropriate.

Ensure accurate and efficient use of the hotel's property management system, Protel.

Manage guest accounts and ensure all charges, transfers and golf-related transactions are accurately processed and posted.

Identify opportunities to promote and upsell the hotel's accommodation, restaurants, spa, golf and other facilities.

Ensure professional handling of all incoming calls, messages and guest communications.

Maintain accurate and timely shift handovers and administrative records.

Balance cash, manage Reception floats and complete all end-of-shift financial procedures accurately.

Maintain strict control and security of cash, payments and financial transactions.

Support the Front Office Manager in maintaining consistent service standards, operational procedures and team performance.

Requirements:

A hospitality, hotel management, tourism or Front Office qualification from a recognised institution.

At least 3-5 years' experience in Front Office/Reception within a luxury or 4/5-star hotel environment.

At least 1-2 years' experience in a senior receptionist, supervisory or similar Front Office leadership position.

Previous experience with a recognised hotel property management system; Protel experience will be advantageous.

Strong knowledge of hotel Front Office procedures, including check-in, check-out, guest accounts, billing and cash-up procedures.

Experience handling guest complaints and resolving service-related matters professionally.

Proven ability to lead, support and motivate a Front Office team.

Excellent verbal and written communication skills.

Strong administrative and organisational skills with exceptional attention to detail.

Professional telephone etiquette and a confident, polished manner.

The ability to remain calm and professional under pressure.

Strong understanding of luxury guest service standards.

A professional appearance and manner appropriate to a luxury 5-star hotel.

A flexible approach to working shifts, weekends and public holidays as required by hotel operations.

Genuinely passionate about luxury hospitality and creating memorable guest experiences.

Takes pride in representing the brand and creating a refined and welcoming experience for every guest.