Guest Services Manager

Placements24; LegKraal Gate; Hybrid; ZAR 360,000 - 520,000; Full time

Benefits offered by this job

Hybrid work

Health benefits

Professional development

Employee discounts

Annual leave

Relocation assistance

Job summary

Placements24 is seeking a Guest Services Manager for a reputable hotel in Mahikeng, North West. The role leads front office, concierge, and bell desk to deliver exceptional guest experiences from arrival to departure.

The ideal candidate will have 5+ years in guest services, strong leadership, and excellent communication. The position combines on-site leadership with remote administrative tasks in a hybrid model.

Qualifications

• Minimum 5 years in hotel guest services or front office management.
• Proven leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Experience with Property Management Systems (PMS).

Responsibilities

• Lead front office, concierge, and bell desk operations.
• Ensure guests receive prompt, professional service.
• Develop and implement service standards to boost satisfaction.
• Train, motivate, and supervise guest services staff.
• Handle inquiries, requests, and complaints effectively.
• Monitor guest feedback and drive service improvements.
• Collaborate with other departments for seamless experiences.
• Manage departmental budgets and control costs.
• Oversee PMS operations and accuracy.
• Maintain knowledge of hotel services and local attractions.

Skills

Front office leadership

Guest service excellence

Communication

Team management

PMS proficiency

Education

High school diploma

Hospitality degree

Tools

PMS

Job description

About the Role

Our client, a reputable hotel in Mahikeng, North West, is seeking a proactive and experienced Guest Services Manager. This pivotal role involves overseeing and enhancing the overall guest experience, ensuring every visitor receives exceptional service from arrival to departure. The Guest Services Manager will lead the front office, concierge, and bell desk teams, fostering a culture of hospitality excellence. Responsibilities include managing daily operations, training staff, resolving guest issues, and implementing service improvements. The ideal candidate will have a passion for people, outstanding communication skills, and a keen ability to anticipate and meet guest needs. This hybrid role requires your presence on-site for team leadership and critical guest interactions, with flexibility for remote administrative tasks. You will be instrumental in shaping the hotel's reputation for outstanding service in Mahikeng.

Key Responsibilities

• Lead and manage the front office, concierge, and bell desk operations.
• Ensure all guests receive prompt, professional, and courteous service.
• Develop and implement service standards and procedures to enhance guest satisfaction.
• Train, motivate, and supervise guest services staff.
• Handle guest inquiries, requests, and resolve complaints effectively and efficiently.
• Monitor guest feedback and implement strategies for service improvement.
• Collaborate with other hotel departments to ensure seamless guest experiences.
• Manage departmental budgets and control operational costs.
• Oversee the efficient operation of the hotel's Property Management System (PMS).
• Maintain a thorough knowledge of hotel services, facilities, and local attractions.

Requirements

• Minimum of 5 years of experience in hotel guest services or front office management.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and problem‑solving abilities.
• Strong understanding of hotel operations and guest service principles.
• Experience with Property Management Systems (PMS).
• Ability to work effectively in a hybrid work model, balancing on-site and remote duties.
• High school diploma required; a degree in Hospitality Management or a related field is a plus.
• Customer-focused with a passion for delivering exceptional experiences.
• Ability to work flexible hours, including evenings, weekends, and holidays in Mahikeng, North West.
• Professional appearance and demeanor.

Benefits

• Competitive annual salary of R.
• Hybrid work arrangement providing flexibility.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and training.
• Employee discounts on hotel stays and dining.
• Annual leave allowance.
• A positive and dynamic work environment in North West.
• Career advancement prospects.
• Performance bonus opportunities.
• Relocation assistance may be considered.