Front Office Receptionist
Pepperclub Hotel, Cape Town
Reports to Front Office Supervisor / Assistant Front Office Manager
Pepperclub Hotel is recruiting a polished, service-driven Front Office Receptionist to join our Front Office team. This role is central to the guest experience and requires someone who is calm under pressure, detail-focused, and genuinely passionate about 5-star service delivery.
About The Role
You will be the first and last point of contact for our guests. Your role is to deliver seamless arrivals and departures, manage front desk administration with precision, and ensure every guest interaction reflects our RAISE values of Responsibility, Accountability, Integrity, Service, and Excellence.
Key Responsibilities
Guest Experience & Service Excellence
- Deliver warm, professional, personalised service at all times
- Manage guest check-ins, check-outs, and in-house requests efficiently
- Anticipate guest needs and resolve concerns promptly
- Upsell room upgrades, hotel services, and internal promotions
- Maintain consistent 5-star service standards
- Process arrivals, departures, billing, and payments with 100% accuracy
- Maintain accurate guest profiles, registration cards, and documentation
- Complete daily checklists, handovers, and reports on time
- Handle cash and financial transactions responsibly
- Liaise closely with Housekeeping, Concierge, and Management
- Communicate arrivals, room readiness, and special guest requests clearly
- Maintain guest communication logs and shift updates
- Participate actively in shift briefings and team meetings
- Maintain a neat, organised, and welcoming front desk environment
- Ensure all guest-facing materials and equipment are in good condition
- Uphold professional grooming, uniform, and conduct standards
- Ensure the welcome station is prepared and maintained at all times
- Take ownership of responsibilities and shift deliverables
- Act with integrity and discretion in all guest and financial matters
- Work collaboratively with the team, even under pressure
- Grade 12 / Matric (Hospitality qualification advantageous)
- Minimum 1 year Front Office or Guest Relations experience in a 45-star hotel
- Proficiency in PMS systems and front office procedures
- Strong communication and guest service skills
- Cash handling and billing experience
- High attention to detail and administrative accuracy
- Computer literacy including MS Office and Excel
- Ability to multitask in a fast-paced environment
- Flexibility to work shifts, weekends, and public holidays
- Warm, engaging, and professional presence
- Calm, reliable, and detail-oriented
- Strong sense of accountability and discretion
- Genuine passion for hospitality and service excellence
Company Description
Pepperclub Hotel is a 5-star luxury hotel located in the heart of Cape Towns CBD, offering refined accommodation, personalised service, and premium guest experiences. Known for its sophisticated design and attention to detail, the hotel caters to both leisure and business travellers seeking comfort, consistency, and excellence. Our culture is rooted in professionalism, accountability, and service excellence, with a strong focus on delivering seamless operations and memorable guest journeys.
Company Description
Pepperclub Hotel is a 5-star luxury hotel located in the heart of Cape Towns CBD, offering refined accommodation, personalised service, and premium guest experiences. Known for its sophisticated design and attention to detail, the hotel caters to both leisure and business travellers seeking comfort, consistency, and excellence. Our culture is rooted in professionalism, accountability, and service excellence, with a strong focus on delivering seamless operations and memorable guest journeys.
