Gate Guest Assistant

HotelJobs; Franschhoek; On-site; ZAR 100,000 - 167,000; Full time

Job summary

HotelJobs in Franschhoek seeks a Main Gate Guest Assistant to manage gate security, direct guests and day visitors, and ensure a smooth check-in at the estate entrance. You will coordinate with reservations, F&B and housekeeping, handle guest inquiries and complaints, process payments, maintain guest records in Protel, and stay flexible to support other departments and shift requirements.

This is a fast-paced, guest-focused role that requires composure under pressure and excellent interpersonal

Qualifications

• Minimum of 2 years in a reception or guest relations role within hospitality.
• Previous access control experience would be advantageous.
• Excellent interpersonal and communication skills.
• Sound observational skills.
• Ability to follow company standards and adapt to changing demands.
• Flexibility to assist in other departments.

Responsibilities

• Facilitate smooth check-in at the Main Gate and ensure guest satisfaction.
• Direct guests and day visitors to their destinations on the Estate.
• Coordinate with reservations to handle modifications or special requests.
• Manage front desk tasks: calls, inquiries, and directing calls appropriately.
• Address guest concerns and escalate to the Manager on Duty when needed.
• Liaise with F&B and Housekeeping for dietary and special requests.
• Handle emergencies and incidents to ensure safety of guests and staff.
• Maintain guest records in Protel and ensure accurate data entry.
• Process payments (cash, card) and perform end-of-shift cash-ups.
• Monitor daily room status and liaise with housekeeping about readiness.

Skills

Reception experience

Guest relations

Interpersonal skills

Communication under pressure

Flexibility to assist

Education

Matric

Job description

Location: Franschhoek

About Job

• Known for sophisticated escapes and unique guest experiences, the ever-expanding luxury hospitality portfolio offers dynamic career opportunities to positive, vibrant and energetic individuals.
• As the Main Gate Guest Assistant, the central job role is to maintain gate security by controlling access to the premises, while directing guests and day visitors to the locations they are visiting.

Main Responsibilities

• Facilitate a smooth, efficient check-in at the Main Gate to all guests, ensuring their satisfaction and comfort.
• Give clear directions to guests to arrive at their allocated destination on the Estate.
• Familiarise yourself with the Hotel Day sheet to ensure you congratulate special occasion guests checking in and you do a proper “Welcome back” for return Hotel guests.
• Manage the front desk area, answering calls promptly, assisting with guest inquiries, and directing calls to appropriate departments.
• Address guest concerns and complaints, escalating issues to the Manager on Duty if needed to ensure guest satisfaction.
• Facilitate reservation modifications, cancellations, and special requests in coordination with the reservations team.
• Liaise with the F&B and Housekeeping department to ensure dietary requirements / special requests are prepared accordingly.
• Handle any emergencies or incidents during the shift, ensuring the safety and security of guests and staff.
• Maintain guest records, update profiles and memo details on Protel, and ensure accurate information entry for efficient service delivery.
• Handle cash, credit, and other payment methods accurately, performing end-of-shift cash-ups and ensuring secure handling of funds.
• Monitor daily room status and communicate with the housekeeping and maintenance teams for room readiness and maintenance issues.

Experience and skills

• Minimum of 2 years’ experience in a reception or guest relations role within the hospitality industry.
• Previous access control experience would be advantageous
• Excellent interpersonal and communication skills
• Sound observational skills
• Ability to follow the set standards as expected by the company
• Must be able to demonstrate acceptable approach to getting work done, adjusting to changing circumstances and demands
• Ability to work safely and effectively when under pressure
• Be flexible to assist in other departments

Inherent Requirements

• Matric would be advantageous
• Ability to work shifts including weekends, public holidays and night shifts
• Preference will be given to candidates from Franschhoek and neighboring areas