Guest Experience Manager / Resident Services Supervisor / FOH Services Manager

O'Brien Recruitment; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a forward-thinking company as a Concierge Team Leader/Manager, where your leadership skills will shine. This role goes beyond the front desk; you'll create a welcoming environment and manage a dynamic team to ensure service excellence. With opportunities to grow your leadership experience, you'll be part of a respected organization that values calm and control in every situation. Enjoy a stable working environment and the chance to make a real impact in guest relations. If you're passionate about hospitality and ready to lead, this is the perfect opportunity for you.

Benefits

Medical Aid Contribution

Performance Bonuses

Qualifications

• Solid experience in concierge, hospitality, or customer service roles.
• Leadership or supervisory experience strongly preferred.

Responsibilities

• Lead and mentor the concierge team for exceptional guest experiences.
• Oversee daily operations and manage guest relations effectively.

Skills

Concierge

Customer Relations

Hospitality

Leading Teams

Security

Supervising

Tools

Basic Computer Systems

Job description

Are you a natural leader with a passion for delivering exceptional service? We’re on the lookout for a Concierge Team Leader / Manager to join a well-established team and take the helm of a dynamic 9-person concierge/security crew.

This is more than a front desk role — it’s about creating a welcoming environment, managing a team with precision, and being the calm in the chaos when unexpected situations arise. Flexibility to work occasional night shifts when required (1–2 times per week).

Please kindly email your CV to [Email Address Removed] or apply here.

Key Responsibilities:

• Lead, coach, and mentor the concierge team to deliver a professional, polished guest/resident experience at all times.
  
  
• Oversee the day-to-day operations of the guest relations desk, ensuring seamless communication and service delivery.
  
  
• Act as the main point of contact for guest/resident queries, special requests, concerns, or emergencies — resolving these with efficiency and grace.
  
  
• Develop and manage concierge team rosters, attendance, and shift planning to ensure proper coverage and staff performance.
  
  
• Conduct regular team meetings and training sessions to ensure service consistency and development of team members.
  
  
• Liaise with property management, maintenance teams, and external service providers to ensure all guest needs and facility standards are met.
  
  
• Monitor and enforce safety and security protocols at all times, escalating issues when necessary.
  
  
• Maintain accurate records, logs, incident reports, and feedback for internal reporting and service improvement.
  
  
• Uphold a culture of discretion, professionalism, and warm hospitality throughout all concierge touchpoints.
  
  

Requirements:

• Solid experience in a concierge, hospitality, customer service, or property management role (leadership or supervisory experience strongly preferred).
  
  
• A confident communicator with excellent interpersonal and problem-solving skills.
  
  
• Calm under pressure, impeccably presented, and committed to service excellence.
  
  
• Comfortable using basic computer systems (emails, rosters, incident logging, etc.).
  
  
• Flexibility to work occasional night shifts when required (approx. 1–2 nights per week).
  
  

What They're Offering:

• A stable, professional working environment with a strong support team.
  
  
• A leadership role where your ability to bring calm, control, and charm to every situation is truly valued.
  
  
• The chance to grow your leadership experience in a respected company with a strong customer-first culture.
  
  

Desired Skills:

• Concierge
• Customer Relations
• Hospitality
• Leading Teams
• Security
• Supervising

Employer & Job Benefits:

• Medical Aid Contribution
• Performance Bonuses