Guest Assistant

Phoenix Recruitment; Stellenbosch; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Staff transport from Franschhoek, Paar

Job summary

Franschhoek Luxury Boutique Hotel in Franschhoek is seeking an experienced Guest Assistant to deliver exceptional service, ensure smooth check-in and check-out, address guest feedback, plan itineraries and make reservations in collaboration with colleagues to uphold high operational standards.

The role requires a warm, courteous demeanor, a guest-centered approach, and the ability to work shifts including nights. Protel knowledge is advantageous; Matric and hospitality experience are preferred.

Qualifications

• Matric Certificate is required.
• A tertiary Hospitality qualification is advantageous.
• Certificate in First Aid/Fire Fighting/Health and Safety would be advantageous.

Responsibilities

• Ensure guest challenges are addressed promptly and closed with the guest.
• Handle wake-up calls, dining reservations, local information, activities, and transport arrangements.
• Provide accurate billing information and resolve discrepancies at check-out.
• Coordinate guest transportation, luggage assistance and final feedback with warmth.
• Maintain a neat, tidy reception desk and keep public areas guest-ready.

Skills

Guest service

Front desk operations

Communication skills

PMS knowledge

Education

Matric Certificate

Hospitality qualification (advantage)

Tools

Protel

Opera PMS

Job description

Luxury Boutique Hotel in Franschhoek is looking for an experienced Guest Assistant. The successful candidate will provide 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. Staff Transport from Franschhoek, Paarl and Stellenbosch.

Duties

• 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

• 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
• 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