Job Description

The

Franschhoek Wine Tram

is a world-class hop-on hop-off experience, taking passengers on a scenic journey through the Franschhoek Valley aboard double-deck trams and open-air tram-buses. With breathtaking views, premium wine estates, and rich history, we are committed to delivering safe, memorable, and seamless guest experiences.

Role Overview

We are seeking a dynamic and professional

Guest Safety & Experience Officer

to join our team. This hybrid role combines

guest relations, safety, and security responsibilities

to ensure that every visitor feels welcomed, safe, and well looked after. You will play a vital part in creating a positive guest atmosphere while maintaining a visible and reassuring presence across our operations.

Key Responsibilities

Greet and assist guests at terminals, boarding points, and on-site events with professionalism and warmth. Maintain order during boarding and disembarkation, ensuring smooth guest flow and adherence to safety protocols. Monitor guest behaviour, including managing intoxicated or disruptive individuals discreetly and respectfully. De-escalate conflicts and escort guests off premises when necessary in a firm but guest-focused manner. Conduct risk assessments, monitor crowd flow, and report any incidents promptly to management and the control room. Enforce safety regulations, queue management, and boarding procedures. Support the operations team with event setup, guest movement coordination, and emergency response. Oversee occupational health & safety and contribute to developing/improving safety and security protocols. Assist in training staff on safety awareness and incident procedures.

Requirements

Minimum 2 years' experience in guest control, security, crowd management, or hospitality. Physically fit, alert, and able to maintain a calm and authoritative presence. Strong conflict resolution and interpersonal skills with the ability to remain composed under pressure. Excellent communication skills in English (other languages advantageous). Familiarity with occupational health & safety standards (formal H&S qualifications advantageous). Knowledge of security management and risk assessment best practices. Comfortable working in an alcohol-serving, high-volume tourism environment. Willingness to work shifts, weekends, and public holidays. Valid driver's licence and reliable transport.

Ideal Candidate Attributes

Naturally approachable yet authoritative, able to balance hospitality with firmness. Proactive and detail-oriented, with a safety-first mindset. Reliable, responsible, and discreet when handling sensitive guest situations. Passionate about hospitality and ensuring guests have a safe, enjoyable journey.

Why Join Us?

This role offers the chance to be part of a vibrant tourism brand while directly shaping guest experiences in the Franschhoek Valley. If you thrive in dynamic environments, enjoy working with diverse groups, and are committed to both

safety and hospitality

, we would love to hear from you.

Job Types: Full-time, Permanent

Ability to commute/relocate:

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

Customer Service: 3 years (Required) Security: 3 years (Required)
Work Location: In person