The Front of House Assistant is responsible for ensuring a consistently organised, professional, and welcoming front office environment.

This role exists to:

• Maintain operational stability at the front desk
• Ensure seamless guest experiences
• Create continuity between shifts through strong organisation and preparation

You will play a key role in reducing pressure on the team by ensuring the office runs smoothly, even during peak periods or staff absences.

Key Responsibilities

Guest Experience

• Welcome and check in guests in a warm, professional, and efficient manner
• Provide clear guidance on the resort and facilities
• Handle guest queries and concerns calmly and professionally
• Acknowledge issues, reassure guests, and escalate appropriately when required

Front Office Operations

• Manage bookings, amendments, and guest records accurately
• Handle incoming calls, emails, WhatsApp, and other communication channels
• Ensure all arrivals, departures, and accounts are correctly processed
• Maintain accurate and up-to-date administrative records

Operational Organisation (Critical to Role)

• Prepare all arrivals ahead of time (daily planning)
• Pre-check bookings for accuracy and completeness
• Ensure all required paperwork and systems are in order
• Maintain a clean, structured, and organised front office at all times

The office must always be left in a state where the next team member can immediately take over without confusion.

Handover & Continuity

• Ensure clear and complete handovers between shifts
• Proactively identify and resolve gaps before they impact operations
• Work within established systems and processes set by management

Stock & General Support

• Monitor and manage front office stock levels
• Assist with general administrative and operational support tasks as required

Success in This Role (First 90 Days)

A successful candidate will:

• Confidently manage front office operations within existing systems
• Maintain a consistently organised and prepared workspace
• Ensure no missed or poorly managed guest arrivals
• Handle guest interactions calmly and professionally
• Integrate seamlessly with the team, supporting operational stability

Ideal Candidate Profile

Core Traits

• Calm and composed under pressure
• Friendly, approachable, and professional with guests
• Strong logical thinking and decision-making ability
• Proactive and forward-thinking
• Self-motivated and reliable
• Highly organised and structured

Working Style

• Operates independently within established systems
• Takes initiative while respecting processes and management guidance
• Consistently prepares ahead rather than reacting last-minute
• Maintains high standards without needing constant supervision

Experience

• Previous experience in hospitality, tourism, guest house, lodge, or similar environment
• Strong focus on both guest interaction and operational organisation
• Comfortable working with booking systems and administrative processes

Requirements

• Proficiency in Microsoft Office and general office systems
• Strong written and verbal communication skills (English and Afrikaans preferred)
• Valid driver's license and own transport
• Availability to work weekends, public holidays, and peak periods

Non-Negotiables

• Consistent time management and punctuality
• High level of organisation and attention to detail
• Ability to remain calm and professional under pressure
• Willingness to work within structured systems and processes
• Genuine interest in hospitality and guest service