Guest Experience Expert – Front Desk

About the role

As a Guest Experience Expert you will be the first point of contact for guests at the Protea Hotel Fire & Ice in Johannesburg. You will manage the full check‑in and check‑out process, respond to guest requests, and ensure a safe, welcoming environment throughout each stay.

Key responsibilities

• Greet guests, verify reservations, issue room keys and handle payments using the property’s PMS (e.g., Fidelio, OPERA).
• Respond promptly to guest inquiries, service requests and complaints, providing local area recommendations and assistance to guests with disabilities.
• Coordinate with housekeeping, engineering, security and other departments to resolve issues and maintain room status.
• Process cash, credit and other payment types, balance the cash drawer and prepare daily financial reports.
• Follow safety and emergency procedures, report incidents and maintain a secure environment.

Required profile

• Ability to stand, walk or sit for extended periods and lift objects up to 10 lb without assistance.
• Professional appearance, clear communication skills and commitment to confidentiality.
• Team‑oriented attitude with the capacity to support co‑workers and handle sensitive situations diplomatically.

Required skills

• Proficiency with property management systems such as Fidelio or OPERA.
• Experience using point‑of‑sale and cash‑handling procedures.
• Basic troubleshooting of in‑room technology (TV, internet, telephone).