Franschhoek: Guest Assistant posted by Craven Cottage CC

About the Role

As a Guest Assistant at Craven Cottage CC in Franschhoek, you will play a vital role in ensuring seamless guest experiences. You will be responsible for addressing guest challenges, handling requests, and providing exceptional service to our valued guests.

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.
• Complete weekly and daily reports as per front desk shift procedures.
• Conduct detailed PIT checks on each shift and compare 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

Matric Certificate

Tertiary qualification in Hospitality Management or Tourism would be advantageous

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

Ability to work shifts including night shift

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

Sustainable quality and attention to detail