Guest Relations Officer

2 days ago

Franschhoek, South Africa Franschhoek Wine Tram Full time

**Job Advertisement: Guest Relations Officer**
**Company: Franschhoek Wine Tram**
**Location: Franschhoek, Western Cape**
**Employment Type: Full-Time | On-Site | Shift Work Required**

**Company Description**

Franschhoek Wine Tram is a world-class hop-on hop-off wine experience, offering scenic journeys through the Franschhoek Valley aboard trams and tram-buses. As a leader in hospitality and tourism, we are committed to delivering memorable guest experiences in a relaxed and safe environment.

**Role Overview**

We are looking for a physically capable and guest-focused **Guest Relations Officer** to maintain a strong, welcoming presence at our terminals and boarding points. This role combines traditional crowd control duties with hospitality service. You’ll assist guests, de-escalate situations, and ensure rules are respectfully enforced — especially where alcohol and large groups are involved.

**Key Responsibilities**
- Greet and assist guests at boarding areas with a calm and professional demeanor
- Monitor guest behaviour and intervene when needed to prevent disorderly conduct
- Identify and address intoxicated or disruptive individuals discreetly and effectively
- Maintain order during boarding and disembarkation to ensure smooth flow
- Escort guests off premises when necessary in a respectful, non-confrontational manner
- Report incidents or concerns to management and control room promptly
- Enforce safety protocols, queue management, and boarding procedures
- Assist the operations team with event setups, crowd flow, and guest movement coordination

**Requirements**:

- Minimum 2 years’ experience in a similar role (bouncer, crowd controller or hospitality with guest control duties)
- Excellent interpersonal and conflict resolution skills
- Physically fit, alert, and capable of maintaining a visible and calm presence
- Able to remain professional and composed in high-pressure situations
- Strong verbal communication skills in English (additional languages a plus)
- Comfortable working in an alcohol-serving environment with high guest volumes
- Able to work shifts, weekends, and public holidays
- Own transport and valid driver’s licence preferred
- A natural authority who can remain friendly but firm
- Experience dealing with intoxicated guests or managing entry points at venues
- Guest-oriented mindset with a safety-first approach
- Reliable, responsible, and discreet in handling sensitive situations

**If you're confident in managing people, enjoy working with diverse groups, and want to be part of a vibrant tourism team, we’d love to hear from you.**

Ability to commute/relocate:

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

License/Certification:

- B (required)

Work Location: In person

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