Guest Service Manager

Craven Cottage CC; Wes-Kaap; On-site; ZAR 1,000,000 - 1,400,000; Full time

Job summary

Craven Cottage CC in South Africa seeks a Guest Services and Butler Operations Manager to lead daily luxury guest services and ensure consistent high-end service standards across departments.

You will oversee arrivals/departures, VIP stays, and personalised experiences, coaching the butler team, coordinating with Front Office, Concierge, Housekeeping, F&B, and others, while handling escalations and driving service improvements.

Qualifications

• 3+ years of proven Guest Services management experience in ultra-luxury hotels.
• International hospitality experience and experience with an international hotel brand.
• Hotel pre-opening experience.
• Experience managing butler services and VIP guest experiences.
• Strong leadership, coaching and team management skills.
• Excellent communication, interpersonal and complaint-resolution skills.
• Sound knowledge of hotel operations and interdepartmental coordination.
• Proficiency in hotel PMS and Microsoft Office.
• Polished, professional manner and calm under pressure.
• Willingness to work shifts, weekends and public holidays.

Responsibilities

• Lead daily Guest Services and Butler operations to uphold luxury standards.
• Oversee arrivals, departures, welcome arrangements and personalized service.
• Coordinate VIP stays and guest preferences across departments.
• Guide the butler team to anticipate needs and deliver discreet service.
• Work with Front Office, Concierge, Housekeeping and F&B to ensure seamless service.
• Handle escalated guest concerns and drive service recovery.
• Review feedback and identify opportunities to improve guest experience.
• Recruit, train, coach and roster team members as required.
• Maintain accurate guest profiles and service documentation.
• Support pre-opening planning and operational readiness.
• Monitor performance and uphold grooming and brand standards.
• Report trends and improvements to the Operations Manager.

Skills

Guest services leadership

Butler services management

VIP guest experience

Team coaching

Discretion and professionalism

Complaint resolution

Communication skills

Cultural awareness

Calm under pressure

Shift work availability

Education

Hospitality qualification

Tools

Property Management System (PMS)

Microsoft Office

Job description

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.