Guest Relations Manager

African Echoes Recruitment; South Africa; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Unknown Lodge in Pilanesberg National Park, North West, seeks an experienced Guest Relations Manager to oversee the entire guest journey from pre-arrival through to departure, ensuring a personalised safari experience.

Responsibilities include coordinating pre-arrival communications, hosting guests, managing check-ins/outs, coordinating activity schedules, and maintaining guest profiles for accurate CRM. A 5-star service mindset is essential.

Qualifications

• Hotel management qualification required.
• 2–3 years’ experience in a 5-star luxury lodge or boutique hotel.
• Experience in guest relations, hosting or front-of-house.
• Excellent interpersonal and verbal communication skills in English.
• Additional languages advantageous.
• Computer literate in MS Office (Word, Excel).
• Experience with lodge PMS such as Opera, Protel or ResRequest.
• Valid South African driver’s licence; PrDP advantageous.

Responsibilities

• Manage pre-arrival guest communications, dietary preferences and special occasion notes.
• Manage post-stay guest follow-ups.
• Welcome guests and conduct orientation briefings.
• Host guests around the camp and dining areas.
• Manage guest check-ins and check-outs.
• Liaise daily with field guides, trackers, kitchen and housekeeping teams.
• Coordinate activity schedules and dining arrangements.
• Handle guest feedback and complaints professionally.
• Manage service recovery and problem solving.
• Oversee daily guest billing.
• Maintain accurate guest CRM and preference profiles.
• Assist management with weekly and monthly operational reports.

Education

Hotel Management Diploma / Certificate or equivalent hospitality qualification

Tools

MS Office (Word, Excel)

Opera / Protel / ResRequest

Job description

A 5-star luxury game lodge in Pilanesberg National Park, North West is seeking an experienced Guest Relations Manager to oversee the entire guest journey and ensure a personalised 5-star safari experience from pre-arrival through to departure.

REQUIREMENTS

• Hotel Management Diploma, Certificate or equivalent hospitality qualification
• Minimum 2–3 years’ experience in a 5-star luxury lodge or boutique hotel
• Experience in guest relations, hosting or front-of-house
• Exceptional interpersonal and verbal communication skills in English
• Additional languages advantageous
• Computer literate in MS Office, including Word and Excel
• Experience with lodge property management systems such as Opera, Protel or ResRequest
• Valid South African driver’s licence
• PrDP advantageous

KEY RESPONSIBILITIES

• Manage pre-arrival guest communications, dietary preferences and special occasion notes
• Manage post-stay guest follow-ups
• Welcome guests and conduct orientation briefings
• Host guests around the camp and dining areas
• Manage guest check-ins and check-outs
• Liaise daily with field guides, trackers, kitchen and housekeeping teams
• Coordinate activity schedules and dining arrangements
• Handle guest feedback and complaints professionally
• Manage service recovery and problem solving
• Oversee daily guest billing
• Maintain accurate guest CRM and preference profiles
• Assist management with weekly and monthly operational reports

PACKAGE

• Salary: To be Advised

LOCATION: Pilanesberg – North West