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Location: Franschhoek, Cape Town Position Overview An opportunity has become available within the company for an experienced and reliable Guest Assistant who will provide exceptional service to guests by ensuring smooth check-in and check-out processes, addressing guest feedback, itinerary planning and making the necessary reservations, collaborating with colleagues, and maintaining operation standards. This role requires a warm, courteous demeanour and an efficient, guest-centred approach. Main Responsibilities: • Ensure guest challenges are addressed promptly or escalated to the Manager on Duty as required and follow through on closing the loop with the guest/s to resolve. • Handle requests such as wake-up calls, dining reservations, local area information, booking of activities, facilitating transport arrangements and any other special accommodations. • Provide accurate billing information, ensuring all guest charges are recorded and any discrepancies are resolved before check-out. • Coordinate guest transportation, luggage assistance, and handle any final feedback with warmth and professionalism. • Always uphold a neat and tidy reception desk. • Check Public Areas on regular intervals during your shift to ensure these areas are always guest ready. • Manage the front desk area, answering calls promptly, assisting with guest inquiries, and directing calls to appropriate departments. • Handle any emergencies or incidents during the shift, ensuring the safety and security of guests and staff. • Weekly and daily reports must be completed as per front desk shift procedures. • Detailed PIT checks to be done on each shift and compared to guest details on Protel. • Highlight any maintenance issues or service deficiencies promptly to maintain the hotel's standards. • Adherence to all health and safety regulations. Experience and Skills: • Minimum of 2 years of experience in the Front Office operations of a luxury hotel • Proficient in use of various well-known Property Management systems • Conversant with specialist terminology including F&B service, Housekeeping, Maintenance, Wardrobe, Security and Operational Finance • Display a sense of urgency and dedication to meeting the needs and wishes of others • The ability to remain calm and professional when under pressure • Strong interpersonal skills • Excellent verbal and written skills • Must be professional and a team player • Sustainable quality and attention to detail Inherent Requirements: • Matric Certificate • Tertiary qualification in Hospitality Management or Tourism would be advantageous • Certificate in First Aid/Fire Fighting/Health and Safety, would be advantageous • Ability to work shifts including night shift • Preference will be given to candidates from Franschhoek and neighbouring areas
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