Gate Guest Assistant

Phoenix Recruitment; Franschhoek; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Phoenix Recruitment is seeking a front desk/guest relations role within a hospitality estate. The incumbent will facilitate guest check-in, provide directions, and welcome back guests with personalised attention.

The position requires clear communication, attention to detail, and the ability to handle inquiries, reservations, and dietary needs in coordination with other departments. The successful candidate will manage cash, update guest profiles in Protel, and support shift operations,

Qualifications

• Grade 12 or equivalent educational background.
• Minimum 2 years in hospitality reception or guest relations.
• Experience with access control is advantageous.
• Excellent interpersonal and communication skills.
• Ability to work under pressure and shifts, including weekends.

Responsibilities

• Facilitate smooth check-in at Main Gate and ensure guest comfort.
• Provide clear directions to guests to their destination on the Estate.
• Welcome back and congratulate special occasion guests per hotel Day sheet.
• Manage front desk, answer calls promptly and direct inquiries.
• Address guest concerns, escalate to Manager on Duty when needed.
• Coordinate reservation modifications, cancellations, and requests with reservations team.
• Liaise with F&B and Housekeeping on dietary requirements.
• Handle emergencies and incidents, ensuring safety.
• Maintain guest records in Protel and ensure accurate data entry.
• Process payments accurately and perform end-of-shift cash-ups.
• Monitor daily room status and coordinate with housekeeping.

Skills

Guest relations

Excellent communication

Interpersonal skills

Customer service

Problem solving

Attention to detail

Teamwork

Adaptability

Education

Grade 12

Tools

Protel

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