Luxury Front Desk Concierge - Guest Experience

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

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.