Guest Relations Manager (George)

Placements24; George; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Accommodation assistance or provision

Complimentary meals during shifts

Discounted rates at hotel and sister”

Professional development opportunities

Supportive team environment

Job summary

Placements24 in George is seeking an experienced Guest Relations Manager to lead the guest services team and ensure unparalleled service for discerning guests at a luxury hotel on the Garden Route. You will act as the primary contact, resolving issues and creating personalized experiences during a memorable stay.

You will supervise the front desk and concierge teams, develop service standards, and drive guest loyalty through excellence in service delivery in a fast-paced hotel environment.

Qualifications

• Minimum 3 years in a guest-facing role within the hotel industry, with at least 1 year in a supervisory or managerial capacity.
• Excellent command of English, both written and verbal; additional languages are a significant advantage.
• Strong understanding of hotel operations and front office procedures.

Responsibilities

• Oversee the daily operations of the guest relations department, ensuring efficient and courteous service.
• Act as the main liaison for VIP guests, ensuring their specific needs and requests are met with meticulous attention to detail.
• Handle guest complaints and feedback professionally and efficiently, aiming for swift and satisfactory resolutions.
• Develop and implement guest service standards and training programs for the front desk and concierge teams.
• Monitor guest satisfaction surveys and online reviews, identifying areas for improvement and implementing corrective actions.
• Coordinate with other hotel departments (e.g., Housekeeping, Food & Beverage, Maintenance) to ensure a seamless guest experience.
• Manage the reservations and check-in/check-out process for VIP guests, ensuring accuracy and efficiency.
• Maintain up-to-date knowledge of hotel services, local attractions, and events to assist guests.
• Develop and maintain a database of guest preferences and special requests for personalized service.
• Empower front-line staff to deliver exceptional service and resolve guest issues effectively.

Skills

Guest relations

Supervisory experience

Interpersonal skills

Problem solving

English proficiency

Education

Diploma/degree in Hospitality Management

Tools

Opera Fidelio

Job description

About the Role

Our client, a luxury hotel nestled in the picturesque Garden Route, is seeking an experienced and dedicated Guest Relations Manager to lead their guest services team in George . This role is crucial in ensuring every guest experiences unparalleled service and a memorable stay. You will be the primary point of contact for discerning guests, addressing their needs, resolving issues promptly, and creating personalized experiences. The successful candidate will possess a deep understanding of hospitality standards, exceptional interpersonal skills, and a passion for exceeding guest expectations. This position offers the opportunity to work in a stunning location and contribute significantly to the reputation and success of a premier establishment. You will be responsible for maintaining the highest standards of guest satisfaction, fostering a welcoming atmosphere, and driving loyalty through exceptional service delivery. This role requires a hands-on approach and a commitment to excellence in a fast-paced hotel environment.

Key Responsibilities

• Oversee the daily operations of the guest relations department, ensuring efficient and courteous service.
• Act as the main liaison for VIP guests, ensuring their specific needs and requests are met with meticulous attention to detail.
• Handle guest complaints and feedback professionally and efficiently, aiming for swift and satisfactory resolutions.
• Develop and implement guest service standards and training programs for the front desk and concierge teams.
• Monitor guest satisfaction surveys and online reviews, identifying areas for improvement and implementing corrective actions.
• Coordinate with other hotel departments (e.g., Housekeeping, Food & Beverage, Maintenance) to ensure a seamless guest experience.
• Manage the reservations and check-in/check-out process for VIP guests, ensuring accuracy and efficiency.
• Maintain up-to-date knowledge of hotel services, local attractions, and events to assist guests.
• Develop and maintain a database of guest preferences and special requests for personalized service.
• Empower front-line staff to deliver exceptional service and resolve guest issues effectively.

Requirements

• A minimum of 3 years of experience in a guest-facing role within the hotel industry, with at least 1 year in a supervisory or managerial capacity.
• Demonstrated success in managing guest relations and resolving complex customer service issues.
• Excellent command of English, both written and verbal; additional languages are a significant advantage.
• Strong understanding of hotel operations and front office procedures.
• Exceptional interpersonal, communication, and problem-solving skills.
• Proficiency in hotel management software (e.g., Opera, Fidelio) and standard office applications.
• A professional and polished demeanor with a genuine passion for service excellence.
• Ability to work flexible hours, including weekends and public holidays.
• A tertiary qualification in Hospitality Management or a related field is preferred.
• Experience in the Western Cape region is a plus.

Benefits

• Competitive annual salary of R .
• Accommodation assistance or provision may be available.
• Complimentary meals during shifts.
• Discounted rates at the hotel and sister properties.
• Opportunity to work in a beautiful and sought‑after tourist destination.
• Professional development and growth opportunities within the company.
• A supportive and collaborative team environment.