Guest Experience Concierge - Luxury Hotel

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

Job summary

HotelJobs in Franschhoek is seeking a dynamic Guest Assistant for our luxury hospitality portfolio. You will deliver warm, guest-centered service and ensure smooth check-in and check-out.

Coordinate with departments, address feedback, handle reservations, and maintain high operational standards with professionalism and attentiveness.

The role requires at least 2 years in Front Office in a luxury hotel, excellent communication, and a team‑oriented, calm demeanor.

Qualifications

• Matric certificate required.
• Tertiary hospitality management or tourism qualification advantageous.
• First Aid/Fire Fighting/Health & Safety certifications advantageous.
• Minimum 2 years Front Office experience in a luxury hotel.
• Proficient with Property Management Systems.
• Strong interpersonal and communication skills.
• Ability to stay calm and professional under pressure.
• Willingness to work shifts, including nights.

Responsibilities

• Address guest challenges promptly or escalate to Manager on Duty.
• Handle requests: wake-up calls, dining reservations, local information, bookings, transport, special accommodations.
• Provide accurate billing information and ensure charges are correct at check-out.
• Coordinate guest transportation, luggage assistance, and final feedback with warmth.
• Maintain a neat, guest-ready reception desk.
• Check public areas for guest readiness during shifts.
• Answer calls and direct inquiries to the appropriate departments.
• Manage emergencies and incidents to ensure guest/staff safety.
• Complete weekly/daily front desk reports.
• Conduct PIT checks and verify guest details in the system.
• Report maintenance issues to uphold hotel standards.
• Adhere to health and safety regulations.

Skills

Interpersonal skills

Verbal communication

Written communication

Team player

Guest service mindset

Attention to detail

Stays calm under pressure

Education

Matric Certificate

Hospitality qualification (advantage)

First Aid/Health & Safety cert (advantage)

Tools

Property Management System

Job description

HotelJobs in Franschhoek is seeking a dynamic Guest Assistant for our luxury hospitality portfolio. You will deliver warm, guest-centered service and ensure smooth check-in and check-out.

Coordinate with departments, address feedback, handle reservations, and maintain high operational standards with professionalism and attentiveness.

The role requires at least 2 years in Front Office in a luxury hotel, excellent communication, and a team‑oriented, calm demeanor.