Franschhoek: Guest Assistant posted by Intellistaff Ltd

About the Role

We are seeking a reliable and experienced Guest Assistant to join our team in Franschhoek, Cape Town. As a key member of our front office team, you will be responsible for providing exceptional service to our guests, ensuring smooth check-in and check-out processes, and addressing guest feedback. If you have a warm and courteous demeanour, and an efficient, guest-centred approach, we would like to hear from you.

Key Responsibilities

• 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.
• Handle any emergencies or incidents during the shift, ensuring the safety and security of guests and staff.
• 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.
• Highlight any maintenance issues or service deficiencies promptly to maintain the hotel’s standards.
• Adhere to all health and safety regulations.

Requirements

• 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.
• Strong interpersonal skills.
• Excellent verbal and written skills.
• Must be professional and a team player.

Qualifications

Matric Certificate. Tertiary qualification in Hospitality Management or Tourism would be advantageous. Certificate in First Aid/Fire Fighting/Health and Safety, would be advantageous.

Salary & Benefits

Not specified.

Note: As the original job description did not mention salary or benefits, this section is left blank.