Guest Assistant

SUMMARY:
Guest Assistant position in the Hospitality industry in Franschhoek

POSITION INFO:
Location: Franschhoek, Cape Town 

Position Overview  
An opportunity has become available within the company for an experienced and reliable Guest Assistant who will provide 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 operation 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 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.  
- Adherence to all health and safety regulations. 

Experience and Skills:  
- 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  
- Sustainable quality and attention to detail 

Inherent Requirements:  
- Matric Certificate  
- 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