Guest Relations Service Manager

Wild Dreams Hospitality; South Africa; On-site; ZAR 420,000 - 700,000; Full time

Benefits offered by this job

Live-in position

Salary: Market related

Job summary

Wild Dreams Hospitality in a remote luxury desert lodge seeks a hands-on Front of House leader to elevate personalised guest experiences and mentor a close-knit service team.

You will oversee FOH operations, train staff, manage schedules, handle guest requests, and ensure flawless service during every shift, while collaborating with barmen, butlers and guides to create memorable moments.

Qualifications

• 3-5 years' experience in a similar guest relations or Front of House role within luxury hospitality.
• Strong Food and Beverage knowledge and skills.
• Valid driver's licence.
• Excellent command of English, written and verbal.
• Ability to train, motivate and lead a diverse team.
• High attention to detail and a methodical approach.
• Resilient under pressure, with the flexibility to handle routine and unexpected tasks alike.
• Genuine passion for guest delight and memorable experiences.

Responsibilities

• Oversee and lead the Front of House team, including barmen and butlers.
• Greet guests on arrival and manage check-in and activity orientation.
• Provide ongoing training and on-the-job guidance to FOH and service staff.
• Create and manage staff schedules to ensure smooth coverage.
• Assist with staff administration, including uniforms, leave and personnel files.
• Conduct performance appraisals in collaboration with management.
• Tailor guest experiences to individual preferences and manage special requests or events.
• Coordinate guest delight moments with butlers, guides and housekeeping.
• Prepare reports on guest feedback, service issues and staff performance.
• Oversee stock takes and ensure timeous, accurate submission.
• Attend departmental and finance meetings as required.
• Drive continuous improvement of service standards across the lodge.

Skills

Front of House leadership

Team training

Guest relations

English communication

Beverage knowledge

Attention to detail

Driver's license

Interpersonal skills

Tools

POS systems

Job description

This is a hands-on leadership role for someone who thrives on creating personalised, five-star guest experiences in a remote luxury desert setting, while mentoring and developing a close-knit service team.

Core Criteria:

• 3-5 years' experience in a similar guest relations or Front of House role within luxury hospitality
• Strong Food and Beverage knowledge and skills
• Valid driver's licence
• Preference will be given to Namibian citizens
• Excellent command of English, written and verbal
• Outgoing, warm and well-presented, with strong interpersonal skills
• Ability to train, motivate and lead a diverse team
• High attention to detail and a methodical approach
• Resilient under pressure, with the flexibility to handle routine and unexpected tasks alike
• Genuine passion for guest delight and memorable experiences

Core Responsibilities:

• Oversee and lead the Front of House team, including barmen and butlers
• Greet guests on arrival and manage check-in and activity orientation
• Provide ongoing training and on-the-job guidance to FOH and service staff
• Create and manage staff schedules to ensure smooth coverage
• Assist with staff administration, including uniforms, leave and personnel files
• Conduct performance appraisals in collaboration with management
• Tailor guest experiences to individual preferences and manage special requests or events
• Coordinate guest delight moments with butlers, guides and housekeeping
• Prepare reports on guest feedback, service issues and staff performance
• Oversee stock takes and ensure timeous, accurate submission
• Attend departmental and finance meetings as required
• Drive continuous improvement of service standards across the lodge

On Offer:

• Live-in position
• Salary: Market related