Guest Relations Manager - Luxury Hotels

Placements24; Noord-Kaap; On-site; ZAR 420,000 - 750,000; Full time

Benefits offered by this job

Health insurance

Retirement contribution

Generous paid time off

Employee discounts

Career development opportunities

Job summary

Placements24 is seeking a Guest Relations Manager for our luxury Kimberley properties to lead all guest-facing operations, ensuring personalized service and memorable experiences. You will oversee the guest journey from pre-arrival to post-stay, train and motivate staff, and collaborate with departments to maintain service standards.

The role requires a hospitality degree, 5+ years in luxury settings, and a proven leadership record; offers a competitive salary, health benefits, retirement

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• Minimum 5 years in guest relations/front office in luxury hotels.
• Strong leadership and communication skills.

Responsibilities

• Lead the guest relations team with training and motivation.
• Oversee the guest journey from pre-arrival to check-out.
• Resolve guest inquiries and complaints with empathy and efficiency.
• Develop service standards to maintain luxury levels.
• Monitor feedback channels and drive improvements.
• Collaborate with other departments to ensure cohesive guest experience.

Skills

Team leadership

Interpersonal skills

Hospitality software

Education

Bachelor's in Hospitality Management

Tools

Opera PMS

Job description

About the Role

Our client is seeking an exceptional Guest Relations Manager to lead the delivery of unparalleled service standards within their luxury hotel properties. In this vital role, you will oversee all guest-facing operations, ensuring every visitor experiences the highest level of personalized attention and care. Your primary focus will be on enhancing guest satisfaction, resolving concerns with grace, and cultivating a welcoming environment that defines luxury hospitality. Based in Kimberley , you will be instrumental in upholding the hotel's reputation for excellence and fostering a culture of service leadership among your team.

Key Responsibilities

• Manage and lead the guest relations team, providing training, coaching, and motivation to ensure outstanding service delivery.
• Oversee the entire guest journey, from pre-arrival communication to check-out, ensuring a seamless and memorable experience.
• Handle guest inquiries, requests, and complaints promptly and professionally, resolving issues with empathy and efficiency to ensure guest satisfaction.
• Develop and implement service standards and procedures to maintain the highest level of luxury hospitality.
• Monitor guest feedback channels (e.g., reviews, surveys) and take proactive steps to address areas for improvement.
• Collaborate with other hotel departments to coordinate guest services and ensure a cohesive guest experience across all touchpoints.

Requirements

• Bachelor's degree in Hospitality Management, Tourism, or a related field, or equivalent experience.
• Minimum of 5 years of experience in guest relations, front office management, or a similar role within the luxury hotel sector.
• Demonstrated ability to lead and inspire a team, with strong interpersonal and communication skills.
• Excellent problem-solving abilities and a calm demeanor under pressure.
• Proficiency in hotel management software and reservation systems.
• A commitment to delivering exceptional service and a keen understanding of the luxury travel market .

Benefits

• Competitive annual salary and performance-based bonuses.
• Opportunity to work in a prestigious luxury hotel environment.
• Comprehensive health insurance and retirement contribution.
• Generous paid time off and employee discounts.
• Career development opportunities within a leading hospitality group.