Guest Experience Leader — Front-of-House & Loyalty

Placements24; Gauteng; Sur place; ZAR 315 000 - 385 000; Plein temps

Avantages offerts par ce poste

Health & Wellness

Employee Discounts

Career Growth

Dynamic Environment

Résumé du poste

The role requires strong hospitality knowledge, leadership, and superb communication. You will coordinate with housekeeping and food & beverage, oversee check-ins, and drive loyalty through memorable service and guest satisfaction.

Qualifications

• Proven experience as a Guest Relations Manager or in a senior customer-facing role within hospitality.
• Strong understanding of hotel operations and guest service best practices.
• Excellent communication, interpersonal, and problem-resolution skills.
• Ability to lead, motivate, and manage a diverse team effectively.
• Proficiency in hotel management software and standard office applications.
• Commitment to delivering exceptional service and creating positive guest interactions.

Responsabilités

• Oversee daily front-of-house operations, including check-in/check-out, concierge services, and guest inquiries.
• Manage and train the guest relations team, setting high standards for service excellence and professional conduct.
• Address and resolve guest complaints and issues with diplomacy and efficiency to ensure customer satisfaction.
• Develop and implement strategies to enhance the overall guest experience and build customer loyalty.
• Coordinate with other departments, such as housekeeping and food and beverage, to ensure seamless guest service delivery.
• Maintain detailed records of guest feedback and operational performance, identifying trends and areas for improvement.

Connaissances

Guest Relations

Front-of-House Leadership

Communication Skills

Team Leadership

Problem Resolution

Hotel Software

Description du poste

The role requires strong hospitality knowledge, leadership, and superb communication. You will coordinate with housekeeping and food & beverage, oversee check-ins, and drive loyalty through memorable service and guest satisfaction.