Job Description

Job Summary
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Award-winning
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Boutique Hotel
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in
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Franschhoek
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is looking for an experienced
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Guest Assistant.
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The successful candidate will provide
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exceptional service
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to guests by ensuring
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smooth check-in and check-out processes
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, addressing
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guest feedback
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,
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itinerary planning
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and making the necessary
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reservations
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, collaborating with colleagues, and
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maintaining operational standards
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. This role requires a
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warm, courteous demeanour
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and an
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efficient, guest-centred
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approach.
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Staff transport available from
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Franschhoek, Paarl
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and
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Stellenbosch.
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Duties:
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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.
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Handle requests such as wake-up calls, dining reservations, local area information, booking of activities, facilitating transport arrangements and any other special accommodations.
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Provide accurate billing information, ensuring all guest charges are recorded and any discrepancies are resolved before check-out.
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Coordinate guest transportation, luggage assistance, and handle any final feedback with warmth and professionalism.
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Always uphold a neat and tidy reception desk.
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Check Public Areas on regular intervals during your shift to ensure these areas are always guest ready.
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Manage the front desk area, answering calls promptly, assisting with guest inquiries, and directing calls to appropriate departments.
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Handle any emergencies or incidents during the shift, ensuring the safety and security of guests and staff.
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Weekly and daily reports must be completed as per front desk shift procedures.
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Detailed PIT checks to be done on each shift and compared to guest details on Protel.
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Highlight any maintenance issues or service deficiencies promptly to maintain the hotel's standards.
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Adherence to all health and safety regulations.
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Requirements:
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Matric Certificate
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Tertiary qualification in Hospitality Management or Tourism would be advantageous
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Certificate in First Aid / Fire Fighting / Health and Safety, would be advantageous
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Ability to work shifts including night shift
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Minimum of 2 years of experience in the Front Office operations of a luxury hotel
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Proficient in use of various well-known Property Management systems
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Conversant with specialist terminology including F&B service, Housekeeping, Maintenance, Wardrobe, Security and Operational Finance
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Display a sense of urgency and dedication to meeting the needs and wishes of others
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The ability to remain calm and professional when under pressure
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Strong interpersonal skills
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Excellent verbal and written skills
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Must be professional and a team player
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Sustainable quality and attention to detail
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