Guest Relations Manager

Placements24; Kempton Park; On-site; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Discounted hotel stays

Subsidized meals

Training & development

Job summary

Placements24 is seeking a Guest Relations Manager for a luxury boutique hotel in Tembisa, Gauteng. You will be the primary contact for VIP guests, coordinating personalized services and ensuring memorable stays.

Responsibilities include leading front desk and concierge teams, managing guest profiles, handling inquiries and feedback, and collaborating with departments to uphold service excellence and the hotel's reputation.

Qualifications

• Experience in luxury hospitality is required.
• Strong interpersonal and problem-solving skills.
• Proficiency in CRM and hotel management systems.
• Fluent in English; additional local languages a plus.

Responsibilities

• Manage and oversee all aspects of guest relations to ensure a superior experience.
• Be the main contact for VIP guests, anticipating needs and fulfilling requests.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Coordinate with hotel departments to meet guest needs promptly.
• Handle inquiries, complaints, and feedback professionally and timely.
• Train and supervise front desk and concierge staff on guest relations best practices.

Skills

Guest relations

Customer service

Communication

CRM software

Hotel management systems

Education

Diploma/degree in Hospitality Management

Tools

CRM software (Opera / Fidelio)

PMS software

Job description

About the Role

Our client, a luxury boutique hotel situated in the heart of Tembisa, Gauteng , is searching for a highly motivated and experienced Guest Relations Manager. This pivotal role is dedicated to enhancing the guest experience by providing personalized service and ensuring that every visitor feels welcomed and valued. You will be the primary point of contact for VIP guests, handling their special requests and ensuring their stay is seamless and memorable. This position requires exceptional interpersonal skills, a keen eye for detail, and a deep commitment to service excellence. You will play a crucial role in upholding the hotel's reputation for outstanding hospitality and in building lasting relationships with our clientele. This is an opportunity to make a significant impact in a dynamic hospitality environment.

Key Responsibilities

• Manage and oversee all aspects of guest relations, ensuring a superior guest experience.
• Act as the main point of contact for VIP guests, anticipating their needs and fulfilling special requests.
• Develop and implement strategies to enhance guest satisfaction and loyalty programs.
• Coordinate with various hotel departments to ensure guest needs are met promptly and efficiently.
• Handle guest inquiries, complaints, and feedback in a professional and timely manner.
• Train and supervise front desk and concierge staff on guest relations best practices.
• Conduct pre-arrival checks for VIP guests and ensure all arrangements are in place.
• Monitor online reviews and social media to identify areas for improvement in guest services.
• Maintain detailed guest profiles and preferences for personalized service.
• Contribute to the overall success of the hotel by ensuring exceptional service standards are consistently maintained.

Requirements

• Proven experience as a Guest Relations Manager or in a similar senior guest-facing role.
• Demonstrated ability to provide exceptional customer service in a luxury hospitality setting.
• Excellent communication, negotiation, and problem-solving skills.
• Proficiency in hotel management systems and CRM software.
• Strong understanding of Tembisa's local attractions and services.
• A diploma or degree in Hospitality Management or a related field is advantageous.
• Ability to remain calm and professional under pressure.
• A positive attitude and a passion for creating memorable guest experiences.
• Fluency in English and at least one other relevant local language is a plus.
• Availability to work flexible hours, including weekends and public holidays.

Benefits

Our client offers a competitive remuneration package commensurate with experience, comprehensive medical aid, and a provident fund. Employees benefit from discounted hotel stays, subsidized meals, and opportunities for continuous professional development and international training. Join a team that values dedication, fosters a supportive work environment, and rewards exceptional performance in the vibrant locale of Tembisa, Gauteng .