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Franschhoek: Guest Assistant posted by HotelJobs

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Job Description

Our client in Franschhoek is looking for a Guest Assistant to join their team. 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. This role requires a warm, courteous demeanour and an efficient, guest-centred approach. Main 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 accommodation. 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. Adherence to all health and safety regulations. Requirements Minimum of 2 years of experience in the Front Office operations of a luxury hotel Proficient in the 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 Sustainable quality and attention to detail Matric Certificate A tertiary qualification in Hospitality Management or Tourism would be advantageous A 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 Benefit 50% Medical Aid Contribution 3% Provident Fund Contribution Annual Increases and Bonuses Meal allowance per shift worked Staff transport available at a subsidized amount on Franschhoek, Paarl, Stellenbosch and Wellington routes No live-in accommodation
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Franschhoek: Guest Assistant posted by HotelJobs

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Job Description

Area/Location: Franschhoek; Cape Town Overview: We are looking for a Guest Assistant to join our clients esteemed wine estate, renowned for offering luxurious 5-star guest experiences in a picturesque setting. As a Guest Assistant, you will be an integral part of ensuring guests receive exceptional service and enjoy memorable experiences during their stay. Key Responsibilities: Guest Relations: Welcome guests upon arrival with warmth and professionalism. Provide personalized assistance and respond promptly to guest inquiries and requests. Anticipate guest needs and proactively offer assistance to enhance their experience. Concierge Services: Offer recommendations and arrange reservations for dining, tours, and local attractions. Coordinate transportation and assist with travel arrangements as needed. Provide information about the wine estate, its amenities, and the surrounding area. Event Coordination: Assist in planning and coordinating events and special occasions hosted at the wine estate. Work closely with event organizers to ensure all details are executed flawlessly. Ensure event spaces are prepared according to guest specifications and estate standards. Administrative Support: Handle guest check-ins and check-outs efficiently, maintaining accurate records. Manage reservations, including changes and cancellations, using hotel management software. Prepare guest invoices and process payments accurately and securely. Service Excellence: Maintain a polished and professional appearance at all times. Uphold the wine estates standards of service excellence and attention to detail. Assist in resolving guest complaints or issues promptly and to their satisfaction. Qualifications: Proven experience in a guest service or hospitality role, preferably in a luxury setting. Excellent communication and interpersonal skills, with a friendly and approachable demeanour. Strong organizational skills and the ability to multitask effectively. Knowledge of local attractions, restaurants, and services preferred. Proficiency in using computer systems and hotel management software (PMS). Education and Certification: Matric or equivalent required; additional education in hospitality or related fields is a plus. Certification in hospitality management or customer service training preferred. Additional Requirements: Ability to work flexible hours, including evenings, weekends, and holidays. Passion for delivering exceptional guest experiences and a dedication to customer satisfaction. Fluency in multiple languages is advantageous.
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