Front of house Assistant

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