Guest Service Manager

JVR Software; Wes-Kaap; Remote; ZAR 600,000 - 1,000,000; Full time

Job summary

Craven Cottage CC in the Western Cape invites a seasoned Guest Services Manager to lead daily operations for ultra-luxury hospitality. You will oversee guest arrivals, VIP stays, and cross-department coordination to deliver discreet, personalized service throughout each stay.

The role requires strong leadership, pre-opening experience, and a track record of coaching teams, exceptional communication, and meticulous attention to detail.

Qualifications

• 3+ years in Guest Services management within an ultra-luxury hotel.
• Experience with VIP guest experiences and personalised service.
• Pre-opening hotel experience is preferred.

Responsibilities

• Lead daily Guest Services and Butler operations.
• Oversee guest arrivals, departures, welcome arrangements and personalised service.
• Coordinate VIP stays and guest preferences across departments.
• Coach and roster team members according to operational needs.
• Maintain guest profiles and service documentation.
• Report trends and improvement recommendations to Operations Manager.

Skills

Leadership

Guest Services

VIP Experience

Coaching

Education

Hospitality qualification

Tools

Hotel PMS

Microsoft Office

Job description

Employer Craven Cottage CC

Location Western Cape

Job type Media/Photography

Salary Not specified

Posted 11 Nov 2026

Duties

• Lead daily Guest Services and Butler operations, ensuring consistent luxury service standards.
• Oversee guest arrivals, departures, welcome arrangements and personalised service throughout each stay.
• Coordinate VIP stays, special occasions, guest preferences and requests across departments.
• Guide the butler team in anticipating guest needs and delivering discreet, attentive service.
• Work closely with Front Office, Concierge, Housekeeping, Food & Beverage and other departments to ensure seamless service.
• Handle escalated guest concerns professionally and follow through on service recovery.
• Review guest feedback and identify opportunities to improve the guest experience.
• Recruit, train, coach and roster team members according to operational requirements.
• Maintain accurate guest profiles, handover records and service documentation.
• Support pre-opening planning, including service procedures, team training and operational readiness.
• Monitor team performance and uphold grooming, presentation and brand standards.
• Report guest service trends, operational challenges and improvement recommendations to the Operations Manager.

Requirements

• A relevant hospitality qualification would be advantageous.
• At least 3+ years proven Guest Services management experience within an ultra-luxury hotel environment.
• International hospitality experience and experience within an international hotel brand.
• Hotel pre-opening experience.
• Experience managing butler services and personalised VIP guest experiences.
• Strong leadership, coaching and team management skills.
• Excellent communication, interpersonal and complaint-resolution skills.
• Sound knowledge of hotel operations and coordination between departments.
• Proficiency in hotel Property Management Systems and Microsoft Office.
• Exceptional attention to detail, discretion and cultural awareness.
• A polished, professional manner and a calm approach under pressure.
• Willingness to work shifts, weekends and public holidays.