Guest Experience Leader — Front Office & Service Excellence

Placements24; Kempton Park; On-site; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Career growth

Employee discounts

Collaborative culture

Job summary

Placements24 is seeking an experienced and charismatic Guest Relations Manager to lead the guest services team at their premier property in Kempton Park. You will oversee front-of-house operations, resolve guest concerns, and foster a culture of exceptional service throughout the stay.

The role demands strong leadership, superb communication, and a solid understanding of hotel operations. You will train the team, coordinate with housekeeping and F&B, and help drive guest satisfaction and loyalty

Qualifications

• Proven experience as a Guest Relations Manager or in a similar senior customer-facing role within the hospitality industry.
• 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.

Responsibilities

• 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.

Skills

Guest relations management

Leadership

Communication skills

Problem resolution

Team management

Hotel software

Tools

Hotel management software (PMS)

Job description

Placements24 is seeking an experienced and charismatic Guest Relations Manager to lead the guest services team at their premier property in Kempton Park. You will oversee front-of-house operations, resolve guest concerns, and foster a culture of exceptional service throughout the stay.

The role demands strong leadership, superb communication, and a solid understanding of hotel operations. You will train the team, coordinate with housekeeping and F&B, and help drive guest satisfaction and loyalty