Gate Guest Assistant

Red Ember Recruitment (Pty) Ltd; Stellenbosch; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Red Ember Recruitment (Pty) Ltd is seeking a Main Gate Guest Assistant at a Stellenbosch estate. You will maintain gate security, control access, and direct guests to their destinations, while ensuring guest satisfaction and comfort at check-in.

You will handle front-desk tasks, respond to guest inquiries, coordinate with reservations, and liaise with F&B and Housekeeping for special requests. The role demands excellent communication, observational skills, and the ability to work under pressure.

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.
• 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.
• Preference will be given to candidates from Franschhoek and neighbouring areas.

Responsibilities

• Maintain gate security by controlling access to the premises and directing guests to their destinations.
• Facilitate a smooth check-in at the Main Gate for all guests.
• Direct guests to their allocated destinations on the Estate.
• Welcome back and special occasion acknowledgments for hotel guests.
• Manage the front desk area, answer calls, assist guest inquiries, and route calls to departments.
• Address guest concerns and escalate to the Manager on Duty when needed.
• Coordinate reservation modifications, cancellations, and special requests with reservations team.
• Liaise with F&B and Housekeeping to meet dietary requirements and requests.
• Handle emergencies or incidents and ensure guest and staff safety.
• Maintain guest records and update profiles in Protel; ensure accurate data entry.
• Process payments accurately and perform end-of-shift cash-ups.

Skills

Reception experience

Guest relations

Interpersonal skills

Communication skills

Observational skills

Under pressure

Flexibility

Education

Matric (or equivalent)

Job description

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.

Requirements
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 neighbouring areas