Luxury Front Desk Concierge | Guest Experience Champion

Red Ember Recruitment; Franschhoek; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Red Ember Recruitment in Franschhoek is seeking a Guest Assistant to join a luxury hotel team. You will ensure smooth check-in/check-out, address guest feedback, plan itineraries and make reservations, and collaborate with colleagues to uphold service standards.

The role requires a warm, courteous demeanour, ability to work shifts including nights, and at least 2 years in front office operations, with strong communication and teamwork skills.

Qualifications

• Minimum of 2 years of experience in Front Office operations of a luxury hotel.
• Proficient in use of various well-known Property Management systems.
• Conversant with terminology including F&B, Housekeeping, Maintenance, Wardrobe, Security and Operational Finance.
• Ability to stay calm under pressure and deliver courteous service.
• Strong verbal and written communication skills.
• Professional demeanor and teamwork orientation.
• Sustainable quality and attention to detail.

Responsibilities

• Ensure guest challenges are addressed promptly or escalated to the Manager on Duty.
• Handle requests such as wake-up calls, dining reservations, local area information, activities, and transport.
• Provide accurate billing information and resolve discrepancies at check-out.
• Coordinate guest transportation, luggage assistance, and final feedback with warmth.
• Maintain a neat and tidy reception desk and guest-ready public areas.
• Answer calls, handle inquiries, and direct to appropriate departments.
• Manage front desk operations and assist during shift procedures.
• Address emergencies to ensure guest and staff safety.
• Complete daily/weekly reports per front desk procedures.
• Highlight maintenance issues to uphold hotel standards.

Skills

Front Office experience

Property Management Systems

Communication skills

Interpersonal skills

Team player

Education

Matric Certificate

Hospitality/Tourism qualification

Tools

PMS knowledge

Job description

Red Ember Recruitment in Franschhoek is seeking a Guest Assistant to join a luxury hotel team. You will ensure smooth check-in/check-out, address guest feedback, plan itineraries and make reservations, and collaborate with colleagues to uphold service standards.

The role requires a warm, courteous demeanour, ability to work shifts including nights, and at least 2 years in front office operations, with strong communication and teamwork skills.