Guest Safety

1 week ago

Franschhoek, South Africa Franschhoek Wine Tram Full time

The **Franschhoek Wine Tram** is a world-class hop-on hop-off experience, taking passengers on a scenic journey through the Franschhoek Valley aboard double-deck trams and open-air tram-buses. With breathtaking views, premium wine estates, and rich history, we are committed to delivering safe, memorable, and seamless guest experiences.

**Role Overview**
We are seeking a dynamic and professional **Guest Safety & Experience Officer** to join our team. This hybrid role combines **guest relations, safety, and security responsibilities** to ensure that every visitor feels welcomed, safe, and well looked after. You will play a vital part in creating a positive guest atmosphere while maintaining a visible and reassuring presence across our operations.

**Key Responsibilities**
- Greet and assist guests at terminals, boarding points, and on-site events with professionalism and warmth.
- Maintain order during boarding and disembarkation, ensuring smooth guest flow and adherence to safety protocols.
- Monitor guest behaviour, including managing intoxicated or disruptive individuals discreetly and respectfully.
- De-escalate conflicts and escort guests off premises when necessary in a firm but guest-focused manner.
- Conduct risk assessments, monitor crowd flow, and report any incidents promptly to management and the control room.
- Enforce safety regulations, queue management, and boarding procedures.
- Support the operations team with event setup, guest movement coordination, and emergency response.
- Oversee occupational health & safety and contribute to developing/improving safety and security protocols.
- Assist in training staff on safety awareness and incident procedures.

**Requirements**:

- Minimum 2 years’ experience in guest control, security, crowd management, or hospitality.
- Physically fit, alert, and able to maintain a calm and authoritative presence.
- Strong conflict resolution and interpersonal skills with the ability to remain composed under pressure.
- Excellent communication skills in English (other languages advantageous).
- Familiarity with occupational health & safety standards (formal H&S qualifications advantageous).
- Knowledge of security management and risk assessment best practices.
- Comfortable working in an alcohol-serving, high-volume tourism environment.
- Willingness to work shifts, weekends, and public holidays.
- Valid driver’s licence and reliable transport.
- Naturally approachable yet authoritative, able to balance hospitality with firmness.
- Proactive and detail-oriented, with a safety-first mindset.
- Reliable, responsible, and discreet when handling sensitive guest situations.
- Passionate about hospitality and ensuring guests have a safe, enjoyable journey.

**Why Join Us?**
This role offers the chance to be part of a vibrant tourism brand while directly shaping guest experiences in the Franschhoek Valley. If you thrive in dynamic environments, enjoy working with diverse groups, and are committed to both **safety and hospitality**, we would love to hear from you.

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Franschhoek, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer Service: 3 years (required)
- Security: 3 years (required)

Work Location: In person

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