Guest Assistant

Red Ember Recruitment; Franschhoek; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Red Ember Recruitment in Franschhoek is seeking a Guest Assistant to join a luxury hotel team. You will ensure smooth check-in/check-out, address guest feedback, plan itineraries and make reservations, and collaborate with colleagues to uphold service standards.

The role requires a warm, courteous demeanour, ability to work shifts including nights, and at least 2 years in front office operations, with strong communication and teamwork skills.

Qualifications

• Minimum of 2 years of experience in Front Office operations of a luxury hotel.
• Proficient in use of various well-known Property Management systems.
• Conversant with terminology including F&B, Housekeeping, Maintenance, Wardrobe, Security and Operational Finance.
• Ability to stay calm under pressure and deliver courteous service.
• Strong verbal and written communication skills.
• Professional demeanor and teamwork orientation.
• Sustainable quality and attention to detail.

Responsibilities

• Ensure guest challenges are addressed promptly or escalated to the Manager on Duty.
• Handle requests such as wake-up calls, dining reservations, local area information, activities, and transport.
• Provide accurate billing information and resolve discrepancies at check-out.
• Coordinate guest transportation, luggage assistance, and final feedback with warmth.
• Maintain a neat and tidy reception desk and guest-ready public areas.
• Answer calls, handle inquiries, and direct to appropriate departments.
• Manage front desk operations and assist during shift procedures.
• Address emergencies to ensure guest and staff safety.
• Complete daily/weekly reports per front desk procedures.
• Highlight maintenance issues to uphold hotel standards.

Skills

Front Office experience

Property Management Systems

Communication skills

Interpersonal skills

Team player

Education

Matric Certificate

Hospitality/Tourism qualification

Tools

PMS knowledge

Job description

Our client in Franschhoek is looking for a Guest Assistant to join their team.

The Guest Assistant provides exceptional service to guests by ensuring smooth check-in and check-out processes, addressing guest feedback, itinerary planning and making the necessary reservations, collaborating with colleagues, and maintaining operational standards. This role requires a warm, courteous demeanour and an efficient, guest-centred approach.

Main Responsibilities

Ensure guest challenges are addressed promptly or escalated to the Manager on Duty as required and follow through on closing the loop with the guest/s to resolve.

Handle requests such as wake-up calls, dining reservations, local area information, booking of activities, facilitating transport arrangements and any other special accommodations.

Provide accurate billing information, ensuring all guest charges are recorded and any discrepancies are resolved before check-out.

Coordinate guest transportation, luggage assistance, and handle any final feedback with warmth and professionalism.

Always uphold a neat and tidy reception desk.

Check Public Areas on regular intervals during your shift to ensure these areas are always guest ready.

Manage the front desk area, answering calls promptly, assisting with guest inquiries, and directing calls to appropriate departments.

Handle any emergencies or incidents during the shift, ensuring the safety and security of guests and staff.

Weekly and daily reports must be completed as per front desk shift procedures.

Detailed PIT checks to be done on each shift and compared to guest details on Protel.

Highlight any maintenance issues or service deficiencies promptly to maintain the hotel's standards.

Adherence to all health and safety regulations.

Requirements

Experience and Skills:

Minimum of 2 years of experience in the Front Office operations of a luxury hotel.

Proficient in use of various well-known Property Management systems.

Conversant with specialist terminology including F&B service, Housekeeping, Maintenance, Wardrobe, Security and Operational Finance.

Display a sense of urgency and dedication to meeting the needs and wishes of others.

The ability to remain calm and professional when under pressure.

Strong interpersonal skills.

Excellent verbal and written skills.

Must be professional and a team player.

Sustainable quality and attention to detail.

Inherent Requirements:

Matric Certificate.

Tertiary qualification in Hospitality Management or Tourism would be advantageous.

Certificate in First Aid/Fire Fighting/Health and Safety, would be advantageous.

Ability to work shifts including night shift.

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