GATE GUEST ASSISTANT-WINELANDS

Brief description

As the Main Gate Guest Assistant, the central job role is to maintain gate security by controlling access to the premises, while directing guests and day visitors to the locations they are visiting.

Key Responsibilities:

• 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.

Job 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

Inherent Requirements:

• Matric would be advantageous
• Ability to work shifts including weekends, public holidays and night shifts
• Preference will be given to candidates from Franschhoek and neighbouring areas