Guest Experience Lead - VIP & Service Excellence

Placements24; Riverton (UT); On-site; USD 19,000 - 31,000; Full time

Benefits offered by this job

Discounted hotel rates

Staff meals

Uniform provided

Job summary

Placements24 is assisting a well-established hotel in Upington, Northern Cape, SA to recruit a Guest Relations Manager. You will be the primary guest liaison, resolve inquiries, and coordinate across departments to ensure personalized, high-quality service.

A minimum of 3 years in guest relations or a similar role is required, with strong communication and CRM proficiency. Flexibility for weekends/holidays is essential; hospitality qualifications are advantageous.

Qualifications

• 3+ years in guest relations or similar hospitality role.
• Excellent communication and interpersonal skills.
• Strong understanding of hotel operations and service standards.
• Familiarity with hotel CRM systems.
• Ability to stay calm under pressure and resolve issues.
• Guest-centric approach with a passion for service.
• Willingness to work varied shifts, including weekends and holidays.
• Degree or diploma in Hospitality Management is advantageous.

Responsibilities

• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Act as primary liaison for guests, addressing inquiries and concerns proactively.
• Coordinate with hotel departments to meet guest needs efficiently.
• Manage guest feedback channels (online reviews, surveys).
• Oversee check-in/check-out to ensure a smooth experience.
• Personalize guest experiences by recognizing repeat visitors and preferences.
• Handle VIP guest arrangements with meticulous care.
• Resolve guest complaints with professionalism and efficiency.
• Train front desk and guest-facing staff on service standards.
• Monitor guest satisfaction metrics and report KPIs.

Skills

Communication

Interpersonal skills

Problem-solving

CRM systems

Hotel operations

Customer service

Flexibility

Education

Hospitality degree/diploma

Tools

CRM software

Hotel management software

Job description

Placements24 is assisting a well-established hotel in Upington, Northern Cape, SA to recruit a Guest Relations Manager. You will be the primary guest liaison, resolve inquiries, and coordinate across departments to ensure personalized, high-quality service.

A minimum of 3 years in guest relations or a similar role is required, with strong communication and CRM proficiency. Flexibility for weekends/holidays is essential; hospitality qualifications are advantageous.