Job Description

Job Advertisement: Guest Relations Officer

Company: Franschhoek Wine Tram

Location: Franschhoek, Western Cape

Employment Type: Full-Time | On-Site | Shift Work Required

Company Description

Franschhoek Wine Tram is a world-class hop-on hop-off wine experience, offering scenic journeys through the Franschhoek Valley aboard trams and tram-buses. As a leader in hospitality and tourism, we are committed to delivering memorable guest experiences in a relaxed and safe environment.

Role Overview

We are looking for a physically capable and guest-focused

Guest Relations Officer

to maintain a strong, welcoming presence at our terminals and boarding points. This role combines traditional crowd control duties with hospitality service. You'll assist guests, de-escalate situations, and ensure rules are respectfully enforced -- especially where alcohol and large groups are involved.

Key Responsibilities

Greet and assist guests at boarding areas with a calm and professional demeanor Monitor guest behaviour and intervene when needed to prevent disorderly conduct Identify and address intoxicated or disruptive individuals discreetly and effectively Maintain order during boarding and disembarkation to ensure smooth flow Escort guests off premises when necessary in a respectful, non-confrontational manner Report incidents or concerns to management and control room promptly Enforce safety protocols, queue management, and boarding procedures Assist the operations team with event setups, crowd flow, and guest movement coordination

Requirements

Minimum 2 years' experience in a similar role (bouncer, crowd controller or hospitality with guest control duties) Excellent interpersonal and conflict resolution skills Physically fit, alert, and capable of maintaining a visible and calm presence Able to remain professional and composed in high-pressure situations Strong verbal communication skills in English (additional languages a plus) Comfortable working in an alcohol-serving environment with high guest volumes Able to work shifts, weekends, and public holidays Own transport and valid driver's licence preferred

Ideal Candidate Attributes

A natural authority who can remain friendly but firm Experience dealing with intoxicated guests or managing entry points at venues Guest-oriented mindset with a safety-first approach Reliable, responsible, and discreet in handling sensitive situations

If you're confident in managing people, enjoy working with diverse groups, and want to be part of a vibrant tourism team, we'd love to hear from you.

Job Type: Full-time

Ability to commute/relocate:

Franschhoek, Western Cape: Reliably commute or planning to relocate before starting work (Required)
License/Certification:

B (Required)
Work Location: In person