Guest Assistant
Tych Business Solutions · Franschhoek
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Purpose of the Role
The Guest Assistant is responsible for delivering exceptional guest service by ensuring smooth check-in and check-out processes, managing guest feedback, coordinating itineraries and reservations, and maintaining front office operational standards.
This role requires a warm, courteous demeanour, strong attention to detail, and a proactive, guest-centred approach to service delivery in a luxury hospitality environment.
Key Responsibilities
1. Guest Service & Experience
Ensure seamless check-in and check-out procedures.
Address guest challenges promptly or escalate to the Manager on Duty when required.
Follow through and close the loop with guests to ensure full resolution of concerns.
Handle guest requests including
Wake-up calls
Dining reservations
Local area information
Booking of activities
Transport arrangements
Special accommodations
Coordinate luggage assistance and transportation upon arrival and departure.
Handle final guest feedback professionally and warmly.
2. Front Desk Operations
Maintain a neat and organized reception desk at all times.
Answer calls promptly and direct inquiries to appropriate departments.
Complete required daily and weekly front desk reports.
Conduct detailed PIT checks during each shift and verify against guest information in Protel.
Ensure accurate billing and resolve discrepancies prior to guest check-out.
3. Interdepartmental Coordination
Collaborate effectively with Housekeeping, F&B, Maintenance, Security, and Finance.
Communicate any maintenance issues or service deficiencies immediately.
Ensure public areas are inspected regularly and remain guest-ready.
4. Safety, Compliance & Emergency Handling
Handle emergencies or incidents during shifts calmly and professionally.
Ensure safety and security of guests and staff.
Adhere to all health and safety regulations and company policies.
Key Performance Indicators (KPIs)
Guest satisfaction and service ratings
Accuracy of billing and financial reporting
Response time to guest requests
Compliance with SOPs and reporting procedures
Public area inspection standards
Effective issue resolution and follow-up
Required Skills & Competencies
Strong interpersonal and communication skills (verbal and written)
Ability to remain calm and professional under pressure
High level of attention to detail
Strong sense of urgency and service orientation
Professional appearance and team-player mindset
Knowledge of Front Office operations terminology
Proficiency in Property Management Systems (Protel advantageous)
Qualifications & Experience
Matric Certificate
Minimum 2 years’ experience in Front Office operations within a luxury hotel
Tertiary qualification in Hospitality Management or Tourism (advantageous)
First Aid / Fire Fighting / Health & Safety certification (advantageous)
Ability to work shifts, including night shift
Preference given to candidates from Franschhoek and neighbouring areas