Front Office Receptionist

Position: Front Office Receptionist
Location: Cape Town, South Africa
Department: Front Office
Reports To: Front Office Manager / Duty Manager
Employment Type: Full-Time
Shifts: Rotational shifts, including mornings, evenings, weekends and public holidays

ABOUT 91 LOOP

91 Loop Boutique Hostel is a vibrant, social and guest-focused hostel in the heart of Cape Town. We pride ourselves on creating a fun, welcoming and safe environment where travellers from around the world can connect, explore Cape Town and enjoy an unforgettable stay.

We are looking for a friendly, energetic and professional Front Office Receptionist to join our team and become one of the main faces of 91 Loop.

If you enjoy meeting people, working in a fast-paced environment and creating memorable guest experiences, we'd love to hear from you.

THE ROLE

As a Front Office Receptionist, you will be responsible for the smooth operation of the reception desk and for ensuring that every guest receives a warm, professional and efficient service from arrival to departure.

You will be the first point of contact for guests and will play an important role in creating the atmosphere and experience that 91 Loop is known for.

The successful candidate must be comfortable working rotational shifts, including early mornings, late evenings, weekends and public holidays.

KEY RESPONSIBILITIESGuest Services

• Welcome and greet all guests in a friendly and professional manner.
• Complete guest check-ins and check-outs efficiently and accurately.
• Provide guests with information about the hostel, facilities, house rules and services.
• Assist guests with questions, requests and general enquiries throughout their stay.
• Provide information and recommendations regarding Cape Town attractions, restaurants, nightlife, transport and activities.
• Assist guests with booking tours, activities, transfers and other services where required.
• Maintain a welcoming, social and positive reception environment.
• Build positive relationships with guests and encourage interaction within the hostel.
• Handle guest complaints and concerns professionally and escalate issues when necessary.
• Follow up on guest requests to ensure they have been resolved.

Reservations & Front Office Administration

• Manage new and existing reservations accurately.
• Process bookings received through the hostel's reservation system and online travel agencies.
• Make amendments, extensions and cancellations to reservations.
• Ensure accurate allocation of guests to rooms and beds.
• Monitor arrivals, departures, extensions, no-shows and cancellations.
• Communicate important booking information to the relevant departments.
• Assist with group arrivals and departures.
• Ensure all guest information is captured correctly.
• Maintain accurate reception records and handover information.
• Use the hostel's property management and booking systems effectively.

Payments & Cash Handling

• Process guest payments accurately using cash, card and electronic payment methods.
• Issue receipts and invoices where required.
• Handle cash responsibly and maintain an accurate cash float.
• Complete cash-ups and payment reconciliations according to company procedures.
• Identify and report payment discrepancies.
• Process deposits, refunds and other transactions in accordance with company policy.
• Ensure all financial transactions are recorded correctly in the relevant systems.

Reception & Operational Duties

• Maintain a clean, organised and professional reception area.
• Manage guest keys/access cards and ensure they are issued and returned correctly.
• Assist with luggage storage and collection.
• Manage lost-and-found items according to company procedures.
• Monitor hostel access and follow all security procedures.
• Conduct regular checks of reception areas and report maintenance or operational issues.
• Communicate effectively with housekeeping, maintenance, management, security and other departments.
• Ensure rooms and beds are ready for arriving guests in coordination with housekeeping.
• Complete shift handovers accurately and communicate outstanding issues to the incoming team.
• Follow all hostel Standard Operating Procedures (SOPs).

Guest Experience & Hostel Community

• Actively contribute to creating a fun and welcoming hostel atmosphere.
• Promote hostel activities, events, tours and social experiences.
• Encourage guests to participate in activities and interact with other travellers.
• Assist with the coordination of guest activities when required.
• Be aware of what is happening in the hostel and assist guests accordingly.
• Collect and communicate guest feedback to management.
• Identify opportunities to improve the guest experience.
• Encourage positive online reviews through excellent service and guest engagement.

Safety & Security

• Follow all hostel safety and security procedures.
• Maintain awareness of who is entering and leaving the property.
• Report suspicious behaviour, security concerns or incidents immediately.
• Follow emergency procedures and assist guests during emergencies.
• Ensure hostel rules are communicated and enforced professionally.
• Maintain confidentiality of guest information and personal details.

SHIFT REQUIREMENTS

This is a shift-based hospitality position.

The successful candidate must be willing and able to work:

• Morning shifts
• Afternoon shifts
• Evening shifts
• Weekend shifts
• Public holidays
• Peak-season periods
• Occasional additional hours when operationally required

Flexibility is essential as the hostel operates 7 days a week.

REQUIREMENTSEssential

• Previous experience in a receptionist, front office, hotel, hostel or customer service role.
• Excellent verbal and written communication skills.
• Strong customer service skills.
• Ability to remain calm and professional under pressure.
• Good computer literacy.
• Ability to learn and use reservation/PMS systems.
• Good organisational and administrative skills.
• Ability to handle cash and payments accurately.
• Strong attention to detail.
• Ability to work independently as well as part of a team.
• Reliable, punctual and well presented.
• Willingness to work rotational shifts, weekends and public holidays.
• A positive attitude and genuine interest in working with people.

Advantageous

• Previous hostel or hotel reception experience.
• Experience with Cloudbeds or another PMS.
• Experience working with Booking.com, Expedia and other OTAs.
• Knowledge of Cape Town's tourism industry.
• Previous experience handling group bookings.
• Additional languages.
• First Aid training.
• Hospitality qualification.

THE IDEAL CANDIDATE

We are looking for someone who is:

Friendly – You enjoy meeting people from all over the world.

Energetic – You bring positive energy to the reception and hostel environment.

Professional – You understand the importance of excellent service and representing the 91 Loop brand.

Reliable – You arrive on time, complete your responsibilities and can be trusted to work independently.

Problem-solving – You can think on your feet and find solutions when things don't go according to plan.

Social – You enjoy creating connections between guests and contributing to the hostel community.

Organised – You can manage multiple guests, bookings, payments and requests at the same time.

Flexible – You understand that hospitality operates around the clock and are comfortable working different shifts.

WHAT WE OFFER

• The opportunity to work in a vibrant and international hostel environment.
• Interaction with travellers from around the world.
• A dynamic and social working environment.
• Opportunities to develop your hospitality and front-office skills.
• The opportunity to contribute ideas and improve the guest experience.
• A team-focused working environment.

Job Type: Full-time

Pay: R6 000,00 - R7 000,00