Gate Guest Assistant

redember-recruitment; Franschhoek; On-site; ZAR 100,000 - 145,000; Full time

Job summary

Red Ember Recruitment is seeking a Main Gate Guest Assistant for a client in Franschhoek to maintain gate security and welcome guests.

You will manage check-ins, direct guests, coordinate with reservations, F&B and Housekeeping, handle inquiries, and ensure guest satisfaction while handling payments and updating Protel records.

With at least 2 years in reception/guest relations in hospitality, and flexibility to work weekends and shifts, you will contribute to a seamless estate experience.

Qualifications

• 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.
• 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.

Responsibilities

• Facilitate a smooth, efficient check-in at the Main Gate to all guests.
• Give clear directions to guests to arrive at their allocated destination on the Estate.
• Welcome back for returning hotel guests and congratulate special occasion guests.
• Manage the front desk area, answering calls, assisting with guest inquiries, and directing calls to departments.
• Escalate guest concerns and complaints to the Manager on Duty to ensure satisfaction.
• Coordinate reservation modifications, cancellations, and special requests with the reservations team.
• Liaise with F&B and Housekeeping for dietary requirements / special requests.
• Handle emergencies or incidents during the shift and ensure safety of guests and staff.
• Maintain guest records and update profiles on Protel.
• Handle cash, credit, and other payment methods accurately, perform end-of-shift cash-ups.
• Monitor daily room status and communicate with housekeeping/maintenance for readiness.

Skills

Guest relations

Interpersonal skills

Communication skills

Observational skills

Under pressure

Flexibility

Education

Matric (advantageous)

Tools

Protel

Job description

Red Ember Recruitment is looking for a Main Gate Guest Assistant, for one of our clients, 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.

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 neighbouring areas.