Guest Assistant

We are looking for a warm and courteous Guest Assistant for a Luxury 5-star Wine Estate in the Cape Winelands (Franschhoek).

The Guest Assistant provides exceptional service to guests by ensuring smooth check-in and check-out processes, addressing guest feedback, itinerary planning and making the necessary reservations, collaborating with colleagues, and maintaining operational standards.

• 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.
• Handle requests such as wake-up calls, dining reservations, local area information, booking of activities, facilitating transport arrangements and any other special accommodations.
• Provide accurate billing information, ensuring all guest charges are recorded and any discrepancies are resolved before check-out.
• Coordinate guest transportation, luggage assistance, and handle any final feedback with warmth and professionalism.
• Always uphold a neat and tidy reception desk.
• Check Public Areas on regular intervals during your shift to ensure these areas are always guest ready.
• Manage the front desk area, answering calls promptly, assisting with guest inquiries, and directing calls to appropriate departments.
• Weekly and daily reports must be completed as per front desk shift procedures.
• Detailed PIT checks to be done on each shift and compared to guest details on Protel.
• Adherence to all health and safety regulations.

• Strong interpersonal skills
• Excellent verbal and written skills
• Matric Certificate
• Handle any emergencies or incidents during the shift, ensuring the safety and security of guests and staff.
• Highlight any maintenance issues or service deficiencies promptly to maintain the hotel's standards.
• Minimum of 2 years of experience in the Front Office operations of a luxury hotel
• Proficient in use of various well-known Property Management systems
• Conversant with specialist terminology including F&B service, Housekeeping, Maintenance, Wardrobe, Security and Operational Finance
• Display a sense of urgency and dedication to meeting the needs and wishes of others
• The ability to remain calm and professional when under pressure
• Must be professional and a team player
• Sustainable quality and attention to detail
• Tertiary qualification in Hospitality Management or Tourism would be advantageous
• Certificate in First Aid/Fire Fighting/Health and Safety, would be advantageous
• Ability to work shifts including night shift
• Preference will be given to candidates from Franschhoek and neighbouring areas