Guest Relations Manager

Placements24; Lorenziberg; On-site; EUR 22,000 - 29,000; Full time

Benefits offered by this job

Health insurance

Discounted hotel rates

Paid time off

Job summary

Placements24 seeks an experienced Guest Relations Manager for a well-regarded hotel in Queenstown, Eastern Cape. The role focuses on delivering exceptional guest experiences from arrival to departure and overseeing front desk, concierge, and VIP services.

The successful candidate will have proven hospitality leadership, strong communication, and proficiency with PMS. Based on-site, you will train staff, handle inquiries, and drive guest loyalty through personalized service.

Qualifications

• Proven experience in a Guest Relations Manager or Front Office role.
• Excellent communication and interpersonal abilities.
• Strong leadership and team management.
• Familiarity with hotel management software (PMS).
• Ability to remain calm under pressure and resolve issues.

Responsibilities

• Oversee all guest services including check-in/out and concierge.
• Manage VIP arrivals and personalized guest arrangements.
• Respond promptly to guest inquiries and resolve complaints.
• Maintain guest records to personalise future stays.
• Coordinate with hotel departments to ensure seamless service.
• Train front desk and guest services staff.
• Monitor and improve overall guest satisfaction scores.
• Gather and report guest feedback to management.

Skills

Exceptional communication

Interpersonal skills

Leadership

Problem-solving

PMS proficiency

Education

Diploma or degree in Hospitality Management

Tools

PMS

Job description

About the Role

Our client, a well-regarded hotel in Queenstown, Eastern Cape, is seeking an experienced and personable Guest Relations Manager. This crucial role is responsible for ensuring an exceptional and memorable guest experience from arrival to departure. The Guest Relations Manager will oversee guest services, manage VIP arrangements, handle complaints, and act as the primary point of contact for guest inquiries and concerns. The ideal candidate will possess outstanding interpersonal skills, a keen understanding of hospitality best practices, and a genuine passion for service excellence. This position requires a proactive and empathetic individual who can anticipate guest needs and go the extra mile to ensure satisfaction. The role is based in Queenstown and offers the opportunity to significantly impact guest loyalty and the hotel's reputation in the Eastern Cape.

Key Responsibilities

• Oversee all aspects of guest services, including check‑in/check‑out, concierge, and bell desk operations.
• Develop and implement strategies to enhance the overall guest experience.
• Manage VIP arrivals and departures, ensuring personalized attention and special arrangements.
• Respond promptly and professionally to guest inquiries, requests, and complaints.
• Resolve guest issues effectively and efficiently, aiming for high levels of satisfaction.
• Maintain guest records and preferences to personalize future stays.
• Coordinate with other hotel departments to ensure seamless service delivery.
• Gather guest feedback through surveys and direct interaction, reporting findings to management.
• Supervise and train front desk and guest services staff.
• Ensure the hotel lobby and public areas are well‑maintained and welcoming.

Requirements

• Proven experience in a Guest Relations Manager or Front Office Management role.
• Excellent communication, interpersonal, and problem‑solving skills.
• A strong understanding of hospitality principles and customer service standards.
• Proficiency in hotel management software (PMS).
• Ability to remain calm and professional under pressure.
• A genuine passion for delivering outstanding guest experiences.
• Leadership skills with the ability to motivate and manage a team.
• Fluency in English and at least one local South African language is beneficial.
• Relevant diploma or degree in Hospitality Management or a related field is preferred.
• Must be based in or willing to relocate to Queenstown, Eastern Cape.

Benefits

This position offers a competitive salary and a comprehensive benefits package, including health insurance and paid time off. Employees receive discounted rates at the hotel and other properties within the group. This is an excellent opportunity to advance your career in hospitality management within a reputable hotel in Queenstown, Eastern Cape, playing a vital role in guest satisfaction and retention.