Guest Relations Manager

Placements24; Soweto; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Hybrid work

Health & retirement

Professional development

Employee discounts

Bonus potential

Culture & environment

Job summary

Placements24 is seeking a Guest Relations Manager in Soweto, Gauteng, to elevate guest experiences from arrival to departure. You will lead the guest relations team, resolving inquiries and driving loyalty initiatives in a dynamic hotel setting.

The role blends on-site leadership with remote planning, requiring excellent communication, empathy, and organizational skills to foster service excellence and cross-department collaboration.

Qualifications

• 3+ years in guest relations or front office in hospitality.
• Strong communication and conflict-resolution skills.
• Experience with PMS and CRM systems.

Responsibilities

• Oversee the guest relations department, ensuring high standards of service delivery.
• Serve as a key point of contact for guests, addressing inquiries, and resolving issues promptly.
• Develop and implement strategies to enhance guest satisfaction and loyalty programs.
• Conduct pre-arrival check-ins and post-departure follow-ups with guests.
• Monitor online reviews and social media mentions, responding appropriately.
• Train and manage guest relations staff, fostering a positive and service-oriented team culture.

Skills

Communication

Empathy

Problem-solving

Education

Bachelor's degree in Hospitality Management

Tools

PMS

CRM

Job description

About the Role

Our client, a renowned hotel in the vibrant community of Soweto, Gauteng , is seeking a dedicated and guest-centric Guest Relations Manager . This role is integral to enhancing the guest experience, ensuring satisfaction from arrival to departure, and fostering loyalty through exceptional service. The ideal candidate will be an outstanding communicator, empathetic, and possess a deep understanding of hospitality standards. This hybrid role allows for strategic planning and administrative tasks to be performed remotely, while on-site presence is required for direct guest interaction and team leadership in Gauteng . This is an exciting chance to contribute to a growing establishment and shape guest experiences in a culturally rich area.

Key Responsibilities

• Oversee the guest relations department, ensuring high standards of service delivery.


• Serve as a key point of contact for guests, addressing inquiries, and resolving issues promptly.


• Develop and implement strategies to enhance guest satisfaction and loyalty programs.


• Conduct pre-arrival check-ins and post-departure follow-ups with guests.


• Monitor online reviews and social media mentions, responding appropriately.


• Train and manage guest relations staff, fostering a positive and service-oriented team culture.


• Collaborate with other hotel departments to ensure seamless guest experiences.


• Identify opportunities for service improvements and implement best practices.


• Maintain an up-to-date knowledge of hotel services, local attractions, and events.


• Collect and analyze guest feedback to drive continuous improvement initiatives.

Requirements

• A minimum of 3 years of experience in guest relations, front office management, or a similar customer-facing role in hospitality.


• Proven ability to manage guest expectations and resolve complex issues effectively.


• Excellent interpersonal, communication, and problem-solving skills.


• Strong organizational and multitasking abilities.


• Proficiency in hotel property management systems (PMS) and CRM software.


• A diplomatic and professional approach to guest interactions.


• Ability to work independently and as part of a team.


• Bachelor's degree in Hospitality Management or a related field is a plus.


• Flexibility to work various shifts, including some weekends, as needed in Soweto .


• A genuine passion for service excellence and creating memorable guest experiences.

Benefits

• Competitive salary with potential performance bonuses.


• Comprehensive health and retirement benefits.


• Opportunities for professional development and career advancement.


• Employee discounts on hotel stays and dining.


• A flexible hybrid work arrangement, promoting work-life balance in Gauteng .


• A dynamic and culturally engaging work environment.