Our company is looking for a warm, courteous, and guest-focused individual to join our luxury hospitality team as a Guest Assistant. Known for delivering sophisticated escapes and unique experiences, we offer dynamic career opportunities to positive, vibrant, and energetic professionals. In this role, you’ll ensure smooth check-in and check-out processes, assist with itinerary planning and reservations, address guest feedback, collaborate with colleagues, and uphold high operational standards—all while providing exceptional service with efficiency and care.
Address guest challenges promptly or escalate to the Manager on Duty as needed, and follow through to resolve issues.
Handle requests such as wake-up calls, dining reservations, local area information, booking activities, facilitating transport arrangements, and special accommodations.
Provide accurate billing information, ensuring all guest charges are recorded and resolve any discrepancies before check-out.
Coordinate guest transportation, luggage assistance, and handle any final feedback with warmth and professionalism.
Maintain a neat and tidy reception desk at all times.
Regularly check Public Areas during your shift to ensure they are always guest-ready.
Manage the front desk area by answering calls promptly, assisting with guest inquiries, and directing calls to the appropriate departments.
Handle any 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 (e.g., Protel).
Highlight any maintenance issues or service deficiencies promptly to uphold the hotel’s standards.
Adhere to all health and safety regulations.
A Matric Certificate is essential.
A tertiary qualification in Hospitality Management or Tourism will be an advantage.
A Certificate in First Aid, Fire Fighting, or Health & Safety will be an advantage.
The ability to work shifts, including night shifts, is required.
A minimum of 2 years’ experience in Front Office operations within a luxury hotel environment is required.
Proficiency in the use of various Property Management Systems (PMS) is required.
Sound knowledge of hospitality terminology, including F&B service, Housekeeping, Maintenance, Wardrobe, Security, and Operational Finance, is expected.
Strong interpersonal skills with excellent verbal and written communication abilities are required.
Candidates must be professional, reliable, and able to remain calm under pressure.
The ability to work effectively in a team with a strong commitment to guest service excellence is required.
High attention to detail and a consistent focus on quality standards are essential.
A strong sense of urgency and dedication to meeting guest needs and expectations is expected.