Guest Relations Manager (Hybrid)

Placements24; Gauteng; Hybrid; ZAR 480,000 - 600,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance

Staff discounts

Career progression

Performance bonuses

Job summary

Placements24 in Gauteng is seeking a Guest Relations Manager to elevate the guest experience at premier properties in Tembisa. You will oversee front desk, concierge and service teams, ensuring exceptional standards and proactive guest support.

This hybrid role blends on-site leadership with remote administrative planning, requiring strong communication, staff training, and data-driven service improvements to build loyalty and drive sustainable growth.

Qualifications

• Proven experience in a guest relations or similar customer-facing management role within hospitality.
• Demonstrated ability to lead and motivate a team, fostering a positive and productive work environment.
• Excellent communication, interpersonal, and conflict-resolution skills.

Responsibilities

• Supervise and lead the front desk, concierge, and customer service teams to ensure the highest standards of service delivery.
• Develop and implement strategies to enhance guest satisfaction, resolve complaints, and manage feedback effectively.
• Conduct regular training sessions for staff on service protocols, communication skills, and problem-solving techniques.
• Monitor online reviews and social media mentions, responding professionally and promptly to maintain brand reputation.
• Collaborate with other departments, such as housekeeping and food and beverage, to ensure seamless guest experiences.
• Analyze guest data to identify trends and areas for service improvement, contributing to overall business growth.

Skills

Guest relations management

Team leadership

CRM software

PMS experience

Customer service excellence

Communication skills

Tools

PMS software

CRM systems

Job description

About the Role

Our client is seeking a dedicated and charismatic Guest Relations Manager to enhance the guest experience at their premier establishments in Tembisa . This role involves overseeing all guest-facing operations, ensuring exceptional service standards, and proactively addressing guest needs and feedback. You will be a key player in fostering a welcoming atmosphere, managing a team of guest service professionals, and implementing strategies to build customer loyalty and satisfaction within the hospitality sector. This hybrid role allows for focused remote work on administrative tasks and strategic planning, balanced with essential on-site presence to engage directly with guests and staff.

Key Responsibilities

• Supervise and lead the front desk, concierge, and customer service teams to ensure the highest standards of service delivery.
• Develop and implement strategies to enhance guest satisfaction, resolve complaints, and manage feedback effectively.
• Conduct regular training sessions for staff on service protocols, communication skills, and problem-solving techniques.
• Monitor online reviews and social media mentions, responding professionally and promptly to maintain brand reputation.
• Collaborate with other departments, such as housekeeping and food and beverage, to ensure seamless guest experiences.
• Analyze guest data to identify trends and areas for service improvement, contributing to overall business growth.

Requirements

• Proven experience in a guest relations or similar customer-facing management role within hospitality .
• Demonstrated ability to lead and motivate a team, fostering a positive and productive work environment.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency in property management systems (PMS) and customer relationship management (CRM) software.
• Strong understanding of service excellence principles and guest satisfaction metrics.
• Ability to work effectively in both remote administrative capacities and on-site operational management.

Benefits

• Competitive annual salary and performance-based bonuses.
• Hybrid work model offering flexibility between office and remote work.
• Comprehensive health insurance and wellness programs.
• Opportunities for career advancement within a growing organization.
• Staff discounts on hotel services and dining.