Guest Assistant

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

Job summary

IntelliStaff in Franschhoek seeks a Guest Assistant to deliver flawless front desk service in a luxury hotel. You will manage check-ins/outs, handle guest feedback, plan itineraries, and coordinate reservations with colleagues to uphold high standards.

The role requires at least 2 years of Front Office experience in a luxury setting, familiarity with Property Management Systems, and a guest‑centred, team‑oriented approach. Night shifts may be required; a Matric certificate is essential.

Qualifications

• Minimum of 2 years’ experience in Front Office operations within a luxury hotel.
• Proficient in the use of well-known Property Management Systems
• Familiar with specialist terminology including Food & Beverage service, Housekeeping, Maintenance, Wardrobe, Security, and Operational Finance
• Demonstrates urgency and dedication to meeting guest needs and expectations
• Ability to remain calm and professional under pressure
• Strong interpersonal skills
• Excellent verbal and written communication skills
• Professional with a strong team-oriented approach
• Consistent attention to detail and quality

Responsibilities

• Ensure guest challenges are addressed promptly or escalated to the Manager on Duty as required, and follow through to close the loop with guests.
• Handle requests such as wake-up calls, dining reservations, local area information, activity bookings, transport arrangements, and other special accommodations.
• Provide accurate billing information, ensuring all guest charges are recorded and discrepancies are resolved before check-out.
• Coordinate guest transportation, luggage assistance, and handle final feedback with warmth and professionalism.
• Maintain a neat and tidy reception desk at all times.
• Check public areas at regular intervals during the shift to ensure they remain guest-ready.
• Manage the front desk area by answering calls promptly, assisting with inquiries, and directing calls to appropriate departments.
• Handle emergencies or incidents during the shift, ensuring the safety and security of guests and staff.
• Complete weekly and daily reports in line with front desk shift procedures.
• Conduct detailed PIT checks on each shift and compare with guest details on Protel.
• Report maintenance issues or service deficiencies promptly to maintain hotel standards.
• Adhere to all health and safety regulations.

Skills

Front Office experience

PMS proficiency

Hotel terminology

Interpersonal skills

Communication skills

Customer service mindset

Education

Matric Certificate

Hospitality/Tourism qualification advantageous

Job description

Location: Franschhoek

About

A luxury hospitality portfolio known for sophisticated escapes and unique guest experiences offers dynamic career opportunities to positive, vibrant, and energetic individuals.

The Guest Assistant provides exceptional service by ensuring smooth check-in and check-out processes, addressing guest feedback, planning itineraries, making 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 to close the loop with guests.
• Handle requests such as wake-up calls, dining reservations, local area information, activity bookings, transport arrangements, and other special accommodations.
• Provide accurate billing information, ensuring all guest charges are recorded and discrepancies are resolved before check-out.
• Coordinate guest transportation, luggage assistance, and handle final feedback with warmth and professionalism.
• Maintain a neat and tidy reception desk at all times.
• Check public areas at regular intervals during the shift to ensure they remain guest-ready.
• Manage the front desk area by answering calls promptly, assisting with inquiries, and directing calls to appropriate departments.
• Handle emergencies or incidents during the shift, ensuring the safety and security of guests and staff.
• Complete weekly and daily reports in line with front desk shift procedures.
• Conduct detailed PIT checks on each shift and compare with guest details on Protel.
• Report maintenance issues or service deficiencies promptly to maintain hotel standards.
• Adhere to all health and safety regulations.

Experience and Skills:

• Minimum of 2 years’ experience in Front Office operations within a luxury hotel
• Proficient in the use of well-known Property Management Systems
• Familiar with specialist terminology including Food & Beverage service, Housekeeping, Maintenance, Wardrobe, Security, and Operational Finance
• Demonstrates urgency and dedication to meeting guest needs and expectations
• Ability to remain calm and professional under pressure
• Strong interpersonal skills
• Excellent verbal and written communication skills
• Professional with a strong team-oriented approach
• Consistent attention to detail and quality

Inherent Requirements:

• Matric Certificate
• Tertiary qualification in Hospitality Management or Tourism advantageous
• Certification in First Aid, Fire Fighting, or Health and Safety advantageous
• Ability to work shifts, including night shifts
• Preference given to candidates from Franschhoek and neighbouring areas