Guest Relations Manager - Tembisa

Placements24; Gauteng; On-site; ZAR 315,000 - 385,000; Full time

Benefits offered by this job

Health & Wellness

Employee Discounts

Career Growth

Dynamic Environment

Job summary

The role requires strong hospitality knowledge, leadership, and superb communication. You will coordinate with housekeeping and food & beverage, oversee check-ins, and drive loyalty through memorable service and guest satisfaction.

Qualifications

• Proven experience as a Guest Relations Manager or in a senior customer-facing role within hospitality.
• Strong understanding of hotel operations and guest service best practices.
• Excellent communication, interpersonal, and problem-resolution skills.
• Ability to lead, motivate, and manage a diverse team effectively.
• Proficiency in hotel management software and standard office applications.
• Commitment to delivering exceptional service and creating positive guest interactions.

Responsibilities

• Oversee daily front-of-house operations, including check-in/check-out, concierge services, and guest inquiries.
• Manage and train the guest relations team, setting high standards for service excellence and professional conduct.
• Address and resolve guest complaints and issues with diplomacy and efficiency to ensure customer satisfaction.
• Develop and implement strategies to enhance the overall guest experience and build customer loyalty.
• Coordinate with other departments, such as housekeeping and food and beverage, to ensure seamless guest service delivery.
• Maintain detailed records of guest feedback and operational performance, identifying trends and areas for improvement.

Skills

Guest Relations

Front-of-House Leadership

Communication Skills

Team Leadership

Problem Resolution

Hotel Software

Job description

About the Role

Our client is seeking an experienced and charismatic Guest Relations Manager to lead the guest services team at their premier establishment in Tembisa . This role is pivotal in shaping the guest experience, ensuring every visitor feels welcomed, valued, and exceptionally well-cared for throughout their stay. You will be responsible for managing front-of-house operations, resolving guest concerns promptly and professionally, and fostering a culture of exceptional service among your team. The successful candidate will possess a deep understanding of guest satisfaction drivers and a passion for creating memorable experiences.

Key Responsibilities

• Oversee daily front-of-house operations, including check-in/check-out, concierge services, and guest inquiries.
• Manage and train the guest relations team , setting high standards for service excellence and professional conduct.
• Address and resolve guest complaints and issues with diplomacy and efficiency to ensure customer satisfaction.
• Develop and implement strategies to enhance the overall guest experience and build customer loyalty.
• Coordinate with other departments, such as housekeeping and food and beverage, to ensure seamless guest service delivery.
• Maintain detailed records of guest feedback and operational performance, identifying trends and areas for improvement.

Requirements

• Proven experience as a Guest Relations Manager or in a similar senior customer-facing role within the hospitality industry.
• Strong understanding of hotel operations and guest service best practices.
• Excellent communication, interpersonal, and problem-resolution skills.
• Ability to lead, motivate, and manage a diverse team effectively.
• Proficiency in hotel management software and standard office applications.
• A commitment to delivering exceptional service and creating positive guest interactions.

Benefits

• Competitive annual salary with potential for bonuses.
• Comprehensive health and wellness benefits package.
• Opportunities for career advancement within a growing hospitality group.
• Employee discounts on accommodation and dining.
• A dynamic and collaborative work environment.