Guest Assistant

Overview

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-centered approach.

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 guests 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 at 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 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.
• Perform detailed PIT checks on each shift and compare them to guest details in the system.
• Highlight maintenance issues or service deficiencies promptly to maintain the hotel's standards.
• Adhere to all health and safety regulations.

Requirements

Benefits

Education

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