Guest Assistant

Red Ember Recruitment (PTY) Ltd; Franschhoek; On-site; ZAR 167,000 - 257,000; Full time

Job summary

Red Ember Recruitment (PTY) Ltd in Franschhoek invites applications for a Guest Assistant to join a luxury hotel team. The role focuses on delivering exceptional guest service, smooth check-in/out, handling requests, and maintaining a welcoming reception.

The ideal candidate has at least 2 years front office experience, strong communication, and the ability to work shifts, including nights. Knowledge of PMS and local area information is advantageous; matric or hospitality qualification preferred.

Qualifications

• Minimum of 2 years of experience in Front Office operations of a luxury hotel.
• Proficient in various well-known Property Management systems.
• Excellent verbal and written communication; professional and a team player.

Responsibilities

• Ensure guest challenges are addressed promptly or escalated to the Manager on Duty as required.
• Handle requests such as wake-up calls, dining reservations, local area information and activities bookings.
• Provide accurate billing information and record guest charges.
• Coordinate guest transportation and luggage assistance.
• Maintain a neat and tidy reception desk.
• Check Public Areas for guest readiness during shifts.
• Manage front desk communications and direct calls to departments.
• Handle emergencies or incidents maintaining guest and staff safety.
• Complete weekly and daily reports per front desk procedures.
• Perform PIT checks and compare with guest details in Protel.
• Highlight maintenance issues to uphold hotel standards.
• Adhere to health and safety regulations.

Skills

Interpersonal skills

Team player

Work under pressure

Verbal & written communication

Guest service

Problem solving

Education

Matric Certificate

Hospitality qualification advantageous

Tools

Property Management Systems (PMS)

Job description

Red Ember Recruitment (PTY) Ltd | Permanent

Guest Assistant

Franschhoek, South Africa | Posted on 02/09/2026

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

• Minimum of 2 years of experience in the Front Office operations of a luxury hotel
• Proficient in the 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
• Matric Certificate
• A tertiary qualification in Hospitality Management or Tourism would be advantageous
• A 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