Guest Relations Assistant

SUMMARY:
Luxury Boutique Hotel in Franschhoek is looking for an experienced Guest Assistant.
 
The successful candidate 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 operational standards. This role requires a warm, courteous demeanour and an efficient, guest-centred approach.

POSITION INFO:
Duties:
 
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.
 
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
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