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Job Summary
Location: Franschhoek, Cape TownPosition 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
IntelliStaff
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