Guest Relations Manager

Placements24; Rustenburg; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Staff meals

Uniform provided

Discounts on hotel services andamp;amp

Training and development opportunities

Hybrid work model

Job summary

Placements24 is recruiting a Guest Relations Manager for a prestigious 4-star hotel in Rustenburg, North West. The role blends on-site guest interaction with remote administrative tasks, delivering exceptional experiences from arrival to departure.

You will lead the guest relations team, manage VIP guest programs, and collaborate with departments to exceed expectations while maintaining up-to-date knowledge of hotel services and local attractions.

Qualifications

• Excellent communication, interpersonal and active listening skills.
• Proven experience in guest relations or senior customer-facing hospitality role.
• Strong understanding of hotel operations and guest service best practices.

Responsibilities

• Oversee day-to-day guest relations operations to ensure seamless service.
• Act as main contact for VIP guests and proactively address needs.
• Handle complaints with empathy and efficiency for swift resolution.
• Develop service standards and protocols to enhance guest satisfaction.
• Coordinate with Front Desk, Housekeeping, F&B, and Maintenance to meet requests.
• Train and mentor guest relations staff to foster a service-oriented team.

Skills

Communication skills

Interpersonal skills

Active listening

Leadership

Education

Diploma or Bachelor's in Hospitality Management

Tools

Opera

MS Office

Job description

About the Role

Our client, a prestigious 4-star hotel located in the heart of Rustenburg, North West, ZA , is seeking an experienced and customer-focused Guest Relations Manager . This role is crucial in ensuring an exceptional and memorable experience for all hotel guests, from arrival to departure. The ideal candidate will be passionate about hospitality, possess outstanding interpersonal skills, and have a keen eye for detail. You will be the primary point of contact for guest inquiries, special requests, and complaint resolution, working collaboratively with various departments to exceed guest expectations. This hybrid position requires a balance of on-site presence to connect with guests and staff, and remote work flexibility for administrative tasks and strategic planning.

Key Responsibilities

• Oversee the day-to-day operations of the guest relations department, ensuring seamless service delivery.
• Act as the main point of contact for VIP guests and address their needs proactively.
• Handle guest complaints and concerns with empathy, professionalism, and efficiency, aiming for swift resolution.
• Develop and implement service standards and protocols to enhance guest satisfaction.
• Coordinate with Front Desk, Housekeeping, Food & Beverage, and Maintenance departments to ensure guest requests are met promptly.
• Gather and analyze guest feedback to identify areas for improvement in service and operations.
• Train and mentor guest relations staff, fostering a positive and service-oriented team environment.
• Maintain an up-to-date knowledge of hotel services, local attractions, and events to provide accurate recommendations to guests.
• Manage guest loyalty programs and initiatives to encourage repeat business.
• Prepare reports on guest satisfaction metrics, common issues, and service enhancements.

Requirements

• 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 active listening skills.
• Proficiency in hotel management software (e.g., Opera) and MS Office.
• Ability to remain calm and effective under pressure, especially during peak times.
• A proactive approach to problem-solving and anticipating guest needs.
• Leadership qualities with the ability to motivate and manage a team.
• Fluency in English and at least one local South African language.
• A Diploma or Bachelor's degree in Hospitality Management or a related field is preferred.
• Flexibility to work shifts, including weekends and public holidays, as required by the hybrid model.

Benefits

• Competitive salary commensurate with experience.
• Opportunity to work in a well-regarded hotel in Rustenburg, North West, ZA .
• Staff meals and uniform provided.
• Discounts on hotel services and amenities.
• Training and development opportunities.
• A dynamic and supportive work environment.
• Hybrid work model offering some flexibility.