Guest Relations Manager

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

About the Role

Our client, a highly regarded hotel known for its exceptional service in Upington, Northern Cape , is seeking a proactive and engaging Guest Relations Manager . This role is paramount in ensuring that every guest enjoys a personalized and memorable stay. The Guest Relations Manager will be the primary point of contact for guests, anticipating their needs, resolving issues, and ensuring a consistently high level of service across all touchpoints. The ideal candidate possesses outstanding interpersonal skills, a keen eye for detail, and a genuine passion for hospitality. This position offers the chance to significantly impact guest satisfaction and loyalty at a well-established establishment in Upington .

Key Responsibilities

• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Act as a primary liaison for guests, addressing inquiries, requests, and concerns proactively.
• Coordinate with various hotel departments to ensure guest needs are met efficiently and effectively.
• Manage guest feedback mechanisms, including online reviews and in-person surveys, and implement improvements.
• Oversee the check-in and check-out process to ensure a smooth and welcoming experience.
• Personalize guest experiences by recognizing repeat visitors and understanding their preferences.
• Handle VIP guest arrangements and ensure their needs are meticulously catered for.
• Resolve guest complaints and service issues with professionalism and efficiency.
• Train front desk and other guest-facing staff on service standards and guest relations protocols.
• Monitor guest satisfaction metrics and report on key performance indicators.

Requirements

• A minimum of 3 years of experience in guest relations, front office management, or a similar customer-facing hospitality role.
• Excellent communication, interpersonal, and problem-solving skills.
• A strong understanding of hotel operations and service standards.
• Proficiency in hotel management software and customer relationship management (CRM) systems.
• Ability to remain calm and professional under pressure.
• A guest-centric approach with a passion for delivering exceptional service.
• Flexibility to work varied shifts, including weekends and public holidays.
• A degree or diploma in Hospitality Management or a related field is advantageous.
• Must be legally authorized to work in South Africa .

Benefits

• Competitive salary package.
• Potential for performance-based incentives.
• Opportunities for professional development within the hotel industry.
• Staff meals and uniform provided.
• Discounted rates on hotel services and amenities.
• A friendly and supportive team environment in Upington .
• Contribution towards medical aid and pension fund.