Gate Guest Assistant

Craven Cottage CC; Franschhoek; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Craven Cottage CC in Franschhoek seeks a friendly front desk receptionist to welcome guests, handle check-ins, and provide directions to the estate. You will manage calls, assist with inquiries and coordinate with F&B and housekeeping to meet guest needs.

The role requires Grade 12 and at least 2 years in hospitality reception, with a calm, service-oriented approach and the flexibility to work weekends and night shifts. Protel experience is a plus.

Qualifications

• Grade 12 minimum.
• At least 2 years in a reception or guest relations role in hospitality.
• Access control experience would be advantageous.
• Excellent interpersonal and communication skills.
• Able to work shifts including weekends, public holidays and nights.

Responsibilities

• Facilitate smooth check-in at Main Gate and welcome guests.
• Provide clear directions to guests to estate locations.
• Manage front desk, answer calls, assist with inquiries and direct calls as needed.
• Address guest concerns and escalate to Manager on Duty when needed.
• Coordinate reservation changes with reservations team and special requests with F&B/Housekeeping.
• Maintain guest records in Protel and ensure accurate data entry.
• Handle cash and payments, perform end-of-shift cash-ups.

Skills

Interpersonal skills

Communication

Guest relations

Education

Grade 12

Job description

Duties:

• 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.

Requirements:

• Grade 12
• 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
• Ability to work shifts including weekends, public holidays and night shifts