Guest Relations Manager

Placements24; George; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Staff wellness programs

Staff discounts

International training exchanges

Job summary

Placements24 is seeking an experienced Guest Relations Manager in George, Western Cape. You will oversee all guest relations, ensure seamless stays, and drive loyalty through tailored experiences.

The role requires a refined understanding of luxury service and strong leadership, with hands-on guidance for front-line staff and close collaboration with housekeeping, F&B, and concierge teams. Fluency in English is essential; other languages are an advantage.

Qualifications

• 5+ years in a guest-facing role within luxury hospitality.
• Proven track record in guest relations or customer service management.
• Excellent communication, negotiation and problem-solving skills.
• Sophisticated understanding of luxury service standards and guest etiquette.

Responsibilities

• Oversee all aspects of guest relations to ensure a seamless stay.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Act as primary contact for VIP guests and high-profile visitors.
• Mentor front-line staff on exceptional customer service standards.

Skills

Guest relations

Customer service

Negotiation

Problem solving

Leadership

Attention to detail

English fluency

Tools

CRM systems

Hotel management software

Job description

About the Role

Our client, a premier destination in the George, Western Cape region, is actively searching for a dedicated and experienced Guest Relations Manager . This role is central to ensuring an exceptional and memorable experience for every guest, fostering loyalty and positive word-of-mouth. You will be the embodiment of our client's commitment to unparalleled service, playing a key role in managing guest expectations, resolving concerns, and proactively anticipating needs. The successful candidate will possess a refined understanding of high-end guest services and a passion for creating personalized experiences. This is a fantastic opportunity to influence guest satisfaction within a leading establishment in the beautiful George, Western Cape .

Key Responsibilities

Oversee all aspects of guest relations, ensuring a seamless and enjoyable stay. Develop and implement strategies to enhance guest satisfaction and loyalty. Act as the primary point of contact for VIP guests and high-profile visitors. Effectively manage and resolve guest complaints and service issues with empathy and professionalism. Train and mentor front-line staff on exceptional customer service standards. Monitor guest feedback channels and implement improvements based on insights. Coordinate with various departments (e.g., housekeeping, F&B, concierge) to ensure cohesive service delivery. Proactively identify opportunities to personalize guest experiences. Maintain up-to-date knowledge of local attractions and services to assist guests. Uphold the brand's reputation for outstanding hospitality in George, Western Cape .

Requirements

A minimum of 5 years of experience in a guest-facing role within the luxury hospitality sector. Proven track record in guest relations, customer service management, or a similar role. Excellent communication, negotiation, and problem‑solving skills. A sophisticated understanding of luxury service standards and guest etiquette. Proficiency with hotel management software and CRM systems. Ability to remain calm and composed under pressure, especially during challenging guest interactions. Strong leadership capabilities and the ability to inspire a team. A keen eye for detail and a commitment to exceeding guest expectations. Must be adaptable to a hybrid work model, with presence required at the establishment in George, Western Cape . Fluency in English is essential; proficiency in other languages is an advantage.

Benefits

A competitive salary package is offered, reflecting the importance of this role. Additional benefits include access to staff wellness programs and opportunities for international training exchanges. Our client provides a supportive work environment with ample opportunities for career progression in the vibrant George, Western Cape hospitality scene. Enjoy potential performance-based incentives and staff discounts at affiliated properties.