Job Description

We are Hiring 2 x Concierge within our Hotel

The Concierge

is a point of contact for guests, providing assistance and help throughout their stay and is responsible for giving a warm reception to guests and making sure that they are satisfied with their stay. He/she will need to be passionate about turning moments into memories for our guests and ensuring that they have an exceptional and luxurious guest experience.

The Concierge will report directly to the Guest Relations Manager.

Ensuring that the VIP Arrival protocol is always amended to the highest level. Provide upscale guest service experiences for guests throughout their stay. Respond to any questions, needs, and desires of guests, and follow up with guests to ensure their requests have been

met to their satisfaction.


Respond to guests' needs and anticipate their unstated ones. Expect and react promptly to guests' requirements and inquiries. Actively listen and resolve guests' complaints. Be present at arrivals and departures of VIP guests and ensure guests are properly greeted upon their arrival. Coordinate communication between guests and staff. Inform clients of our Hotel and Estate services, including breakfast and dining options Promote all amenities, conveniences, and programs offered. Adhere to all standards and operating procedures of the GR department as well as the Hotel and Estate. Complete and examine activities and handover logbook. Assist in the Preparing for future arrival guests 14 days ahead of time. Monitor daily bookings and ensure assigned rooms are prepared before check-in Establish friendly relationships with regular Estate Guests Set an example on presentation and grooming Recommend local tourist spots, including places to dine, shop, and sightseeing. Build a relationship with Fine Dining Restaurants to ensure availability for our VIP guests. Perform Concierge duties such as transfers, day tours, and recommendations. Assist in creating and adding information to guest profiles

Secondary Duties:

Assist in luggage collection and storage where groups are involved. Assist in analysing guest feedback from Guest Feedback cards and online reviews, and suggest ways to improve ratings Assist in Answering Guest Relations Emails

Daily interactions:

Will be working directly with the Guest Relations team. May receive direct instruction from Owner, Hotel, and Estate Management. Will liaise daily with the Housekeeping Department, Restaurant Management, Duty Managers, Hotel Reception,

Restaurant Reservationists, Hotel Reservations, Event Coordinators, Venue Hosts, Golf and Spa Coordinators,



Main Gate and Security Control Room to provide an overall comfortable guest experience.

Basic Requirements:

Proven work experience as a Concierge or similar role Understanding of all hotels' best practices Hands-on experience with Hotel Management Software (PMS) Proficiency in English. Knowledge of other languages is a big plus. Guest service drive with outstanding communication and active listening skills Excellent problem-solving and multitasking skills Ability to work flexible hours Strong sense of responsibility and a professional presentation Intimate knowledge of Tourism Offerings in the Stellenbosch Winelands and or Cape Town.

Duties and tasks not assigned in the job description:

It is important to note that other duties and tasks may be assigned by management within the job scope of a Concierge.

Minimum requirements:

3-5 Years in a guest facing role, in a luxury hospitality establishment Tertiary qualification in Hospitality Management or related field is an advantage Proven experience in guest relations, CRM management, or front office operations Strong knowledge of CRM systems and ability to manage and analyse guest data Familiarity with Opera PMS, Micros, MS Office & Teams suite preferred Excellent communication and interpersonal skills with a strong customer service orientation Ability to multitask, coordinate between departments, and manage time effectively * Problem-solving mindset with a calm, professional demeanour under pressure