Receptionist/Night Audit

About the position

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

Place of work