Receptionist / Front Office

The Receptionist is the first and last point of contact for every guest. The role is responsible for the full guest experience: handling reservations and check-ins and check-outs smoothly, and making sure all guest and serving areas are clean, well presented and welcoming. Regular inspections are part of that.

Position details

• Reports to: General Manager
• Employment type: Full-time, on-site (shift work)

Key responsibilities

1. Reservations

• Take and confirm bookings for rooms, campsites, the restaurant and events by phone, WhatsApp, email, walk-in and online booking channels.
• Keep the reservations system and availability up to date across all channels to prevent overbookings.
• Quote correct rates and packages and explain lodge policies (deposits, cancellations, check-in and check-out times).
• Process deposits and keep accurate records of bookings, changes, cancellations and no-shows.
• Pass group, corporate and event enquiries to the General Manager.

2. Check-in and check-out

• Welcome guests warmly on arrival and complete check-in quickly and accurately.
• Record guest details correctly and collect registration forms and ID as required.
• Brief guests on lodge facilities, meal times, the restaurant & bar, safety and Wi-Fi.
• Allocate rooms and campsites, and coordinate with housekeeping on room readiness.
• Handle check-outs: prepare accurate bills, include restaurant & bar charges, take payment and issue receipts.
• Ask for feedback at departure and invite guests to leave online reviews.

3. Guest experience

• Make every guest feel welcome, valued and looked after throughout their stay.
• Respond quickly and politely to guest requests, enquiries and complaints, and escalate when needed.
• Recommend and book lodge services such as meals, drinks, events and local activities or excursions.
• Record guest preferences and feedback to personalise service and encourage repeat visits.
• Keep a professional, friendly and well-groomed appearance at all times.

4. Inspection of guest and serving areas

• Carry out daily inspections of the reception, lobby, restaurant, bar, dining and lounge areas, guest rooms, campsites and ablution facilities, using an inspection checklist.
• Check that all areas are clean, tidy, well lit, properly set up and welcoming before and during service.
• Report cleanliness, maintenance or safety issues to the relevant team and follow up until fixed.
• Make sure rooms are inspected and ready before guests arrive.
• Keep inspection records and report recurring problems to management.

5. Payments, records and administration

• Handle cash, card and mobile payments accurately, and balance the front desk float at the end of each shift.
• Make sure all guest charges are posted correctly to guest accounts.
• Keep accurate front desk records: guest register, daily arrivals and departures, occupancy and shift handover notes.
• Prepare daily occupancy and revenue reports for management.

6. Communication and teamwork

• Coordinate with housekeeping, kitchen, bar and maintenance teams so guest needs are met.
• Answer phone calls, emails and messages promptly and professionally.
• Keep a safe and secure environment, including key control, guest safety and lost property.

Key performance indicators (KPIs)

• Guest satisfaction scores and online review ratings
• Accuracy of reservations, with no overbookings or missed bookings
• Speed and accuracy of check-in and check-out
• Accuracy of billing and cash, with no unexplained shortages
• Inspection checklists completed daily, and issues followed up until resolved
• Number of guest complaints and how quickly they’re resolved
• Upselling of rooms, meals, drinks and activities

Qualifications and experience

• Form 5 / BGCSE (or equivalent), plus a certificate or diploma in Hospitality, Tourism or Front Office Operations as an advantage.
• 1–2 years’ experience on a front desk or in reception, preferably at a lodge, hotel or guesthouse.
• Experience with reservation or property management systems (PMS) and POS systems is an advantage.
• Basic computer skills (email, Microsoft Word and Excel).
• First Aid certificate is an advantage.

Skills and attributes

• Warm, friendly and welcoming personality with a passion for hospitality
• Excellent communication in English and Setswana (other languages are an advantage)
• Strong attention to detail and high standards of cleanliness and presentation
• Honest and trustworthy when handling cash and guest information
• Calm and solution-focused under pressure and when handling complaints
• Well organised and able to multitask
• Willing to work shifts, weekends and public holidays