Guest Assistant

Red Ember Recruitment (PTY) Ltd; Wes-Kaap; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Our client in Franschhoek is seeking a Guest Assistant to join their team, delivering exceptional guest service during check-in/check-out and addressing feedback with warmth.

The role focuses on efficient reservations, accurate billing, and coordinating with colleagues to maintain high service standards in a luxury setting.

Qualifications

• Minimum 2 years in Front Office operations of a luxury hotel.
• Proficient with Property Management Systems.
• Excellent verbal and written communication; strong interpersonal skills.
• Ability to work shifts, including night shifts.
• Franschhoek area preferred.

Responsibilities

• Address guest challenges promptly and follow through to resolution.
• Handle wake-up calls, dining bookings, local info, activities, and transport.
• Provide accurate billing and resolve discrepancies before check-out.
• Coordinate front desk duties, answer calls, and direct inquiries.
• Uphold neat reception area and perform regular checks of public areas.
• Report maintenance issues and safety incidents promptly.
• Complete weekly and daily front desk reports as procedures require.

Skills

Front Office operations

Customer service

Communication skills

Team player

Ability to work under pressure

Education

Matric Certificate

Hospitality/Tourism qualification (advantage)

Tools

Property Management Systems (PMS)

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.