Job Description

Location:

Franschhoek, Western Cape

Company:

Franschhoek Wine Tram

The

Franschhoek Wine Tram

offers a world-class hop-on hop-off journey through the breathtaking Franschhoek Valley, connecting guests to the region's most iconic wine estates aboard our signature double-decker trams and open-air tram-buses. We pride ourselves on delivering an exceptional, safe, and memorable guest experience that reflects the very best of South African hospitality.

Role Overview

We are seeking an experienced, confident, and people-focused

Tour Experience Supervisor

to join our team. This pivotal role blends

guest relations, tour coordination, and safety oversight

-- ensuring every guest's journey is seamless, enjoyable, and professionally managed.

As the key on-the-ground representative of our brand, you will assist in maintaining smooth operations, resolving guest concerns, managing difficult or disruptive situations with tact, and upholding the highest standards of hospitality and safety throughout the experience.

Key Responsibilities

Welcome and assist guests at terminals, boarding points, and on the route with warmth and professionalism. Oversee guest flow during boarding and disembarkation to ensure efficiency, safety, and order. Monitor guest behaviour, identifying and discreetly managing intoxicated or disruptive individuals. Calmly and effectively de-escalate conflicts, ensuring guest satisfaction while protecting the company's standards and reputation. Liaise closely with the Control Room and Operations Team regarding incidents, delays, or guest concerns. Support the coordination of guest movements, estate schedules, and tour timing to ensure a seamless flow. Enforce safety procedures, crowd control, and queue management standards. Participate in emergency response, incident reporting, and risk assessment activities. Assist with training staff on guest interaction, safety awareness, and incident response.

Requirements

Minimum 2 years' experience in hospitality, tourism, guest relations, or crowd management. Strong communication and conflict resolution skills, with the ability to stay calm under pressure. Physically fit, observant, and able to maintain a confident, professional presence. Excellent command of English (additional languages are an advantage). Familiarity with health, safety, and risk management practices (formal H&S training beneficial). Experience working in an alcohol-serving or high-volume tourism environment. Willingness to work shifts, weekends, and public holidays. Valid driver's licence and reliable transport.

Ideal Candidate Attributes

A natural leader with strong situational awareness and people management skills. Empathetic, approachable, and able to read guest behaviour intuitively. Calm, fair, and decisive when resolving conflicts or managing difficult customers. Passionate about guest service, teamwork, and creating memorable travel experiences. Professional in appearance, communication, and conduct.

Why Join Us?

Become part of an iconic tourism brand that celebrates the best of the Franschhoek Valley. In this role, you'll combine leadership, hospitality, and safety management in a dynamic, guest-facing environment. If you thrive on ensuring every visitor leaves with a smile -- even when challenges arise -- we'd love to hear from you.

Job Types: Full-time, Permanent

Ability to commute/relocate:

Franschhoek, Western Cape 7690: Reliably commute or planning to relocate before starting work (Required)
Experience:

Customer Service: 2 years (Required)
Location:

Franschhoek, Western Cape 7690 (Required)
Work Location: In person