Gate Guest Assistant

Red Ember Recruitment (PTY) Ltd; Wes-Kaap; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Red Ember Recruitment seeks a Main Gate Guest Assistant to maintain gate security and direct guests at the estate. You will manage check-ins, greet returning guests, and coordinate with F&B and Housekeeping to meet dietary needs and requests.

You will handle inquiries at the front desk, escalate issues when needed, update Protel records, process payments, and assist across departments as required, including weekends and night shifts.

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.

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.

Skills

Interpersonal skills

Communication

Guest relations

Observation skills

Flexibility

Calm under pressure

Multitasking

Education

Matric

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.