Guest Relations Manager

Placements24; Polokwane; On-site; ZAR 1 - 2; Full time

Benefits offered by this job

Competitive salary & benefits

Career development

Staff accommodation

Employee assistance program

Job summary

Placements24 in Polokwane seeks a proactive Guest Relations Manager to lead our front desk team and ensure every guest enjoys a warm, efficient, and memorable stay. You will monitor service standards, handle feedback, and drive loyalty.

The ideal candidate has at least 3 years in guest relations or front office, excellent communication, and proficiency with hotel software and CRM systems. If you remain calm under pressure and collaborate well with other departments, apply now.

Qualifications

• Minimum 3 years in guest relations or front office management.
• Exceptional interpersonal and communication skills.
• Strong understanding of hospitality customer service best practices.
• Experience with hotel management software and CRM systems.

Responsibilities

• Lead and train the guest relations team to deliver personalized service.
• Monitor and respond to guest feedback across channels.
• Resolve guest issues and ensure guest satisfaction.
• Develop service standards and training for front-line staff.
• Coordinate with other departments to ensure seamless guest experiences.
• Identify opportunities to enhance the guest journey and loyalty.

Skills

Guest relations experience

Interpersonal communication

Customer service best practices

Hotel software proficiency

CRM systems

Calm under pressure

Job description

About the Role

Our client is looking for a proactive and polished Guest Relations Manager to oversee guest satisfaction and service standards at their property in Polokwane . This role is dedicated to ensuring every guest has a positive and memorable experience, from arrival to departure. You will manage the guest relations team, handle guest feedback and complaints, and implement strategies to enhance service quality and loyalty. The ideal candidate is an exceptional communicator with a deep understanding of hospitality service excellence.

Key Responsibilities

• Lead and train the guest relations team to deliver personalized and efficient service.
• Monitor and respond to guest feedback across various channels, including online reviews and direct communication.
• Resolve guest issues and complaints promptly and effectively, ensuring guest satisfaction.
• Develop and implement service standards and training programs for front-line staff.
• Coordinate with other departments to ensure seamless guest experiences.
• Proactively identify opportunities to enhance the guest journey and build customer loyalty.

Requirements

• Minimum 3 years of experience in guest relations, front office management, or a similar customer-facing role.
• Exceptional interpersonal, communication, and problem-solving skills.
• A strong understanding of customer service best practices in the hospitality industry.
• Proficiency in hotel management software and CRM systems.
• Ability to remain calm and professional under pressure.

Benefits

• Competitive salary and benefits package.
• Opportunities for career development in hospitality management.
• Be part of a dedicated team in scenic Polokwane .
• Staff accommodation may be available.
• Employee assistance program.