Gate Guest Assistant

Gate Guest Assistant | Luxury Wine Estate | Franschhoek

Position: Gate Guest Assistant

The successful candidate will be an important first point of contact for guests arriving at the estate and will contribute to ensuring a warm, professional and welcoming arrival experience. Known for sophisticated escapes and unique guest experiences, the ever-expanding luxury hospitality portfolio offers dynamic career opportunities to positive, vibrant, and energetic individuals.

Key Requirements

• Previous experience in a guest-facing hospitality, reception, security, concierge or similar role would be advantageous
• Excellent communication and interpersonal skills
• Professional, friendly and well-presented manner
• Ability to remain calm and professional in a busy environment
• Reliable, responsible and attentive to detail
• Ability to work effectively as part of a team
• A genuine passion for hospitality and guest service

Duties

• Facilitate a smooth, efficient check-in at the Main Gate to all guests, ensuring their satisfaction and comfort.
• Give clear directions to guests to arrive at their allocated destination on the Estate.
• Familiarise yourself with the Hotel Day sheet to ensure you congratulate special occasion guests checking in and you do a proper "Welcome back" for return Hotel guests.
• Manage the front desk area, answering calls promptly, assisting with guest inquiries, and directing calls to appropriate departments.
• Address guest concerns and complaints, escalating issues to the Manager on Duty if needed to ensure guest satisfaction.
• Facilitate reservation modifications, cancellations, and special requests in coordination with the reservations team.
• Liaise with the F&B and Housekeeping department to ensure dietary requirements / special requests are prepared accordingly.
• Handle any emergencies or incidents during the shift, ensuring the safety and security of guests and staff.
• Maintain guest records, update profiles and memo details on Protel, and ensure accurate information entry for efficient service delivery.
• Handle cash, credit, and other payment methods accurately, performing end-of-shift cash-ups and ensuring secure handling of funds.
• Monitor daily room status and communicate with the housekeeping and maintenance teams for room readiness and maintenance issues.
• 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 discrepancies are resolved before check-out.
• Coordinate guest transportation, luggage assistance, and handle 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.
• 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 experience in a reception or guest relations role within the hospitality industry.
• Previous access control experience would be advantageous
• Excellent interpersonal and communication skills
• Sound observational skills
• Ability to follow the set standards as expected by the company
• Must be able to demonstrate acceptable approach to getting work done, adjusting to changing circumstances and demands
• Ability to work safely and effectively when under pressure
• Be flexible to assist in other departments
• Minimum of 2 years 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 would be advantageous
• Grade 12
• Ability to work shifts including weekends, public holidays and night shifts
• Preference will be given to candidates from Franschhoek and neighboring areas
• 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

Location

• Franschhoek

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