Guest Services Manager

Placements24; Vereeniging; On-site; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary

Career advancement

Employee discounts

Supportive work environment

Job summary

Placements24 is recruiting a Guest Services Manager for a well-regarded hotel in Vereeniging. This on-site role oversees the front desk, concierge, and guest relations to ensure every guest enjoys a memorable stay.

You will lead a service-focused team, resolve issues promptly, and uphold the hotel’s brand standards. The ideal candidate has 4+ years in front office or guest services management, excellent communication, and a passion for hospitality.

Qualifications

• Minimum 4 years in front office or guest services management in hospitality.
• Proven leadership experience managing a team.
• Excellent communication and interpersonal skills.
• Proficiency with PMS and reservations software.
• Flexible shifts including evenings, weekends, and holidays.
• Experience in Vereeniging/Gauteng area is a plus.

Responsibilities

• Oversee front desk operations including check-in/out and guest inquiries.
• Lead, train and motivate front desk and concierge team.
• Handle guest complaints and service recovery with professionalism.
• Develop strategies to enhance guest satisfaction and loyalty.
• Ensure adherence to brand standards and procedures.
• Monitor guest feedback and implement improvements.
• Coordinate with other departments for seamless service.

Skills

Front desk management

Leadership

Customer service

Communication

PMS proficiency

Reservations software

Problem solving

Attention to detail

Education

Diploma or degree in Hospitality Management

Job description

About the Role

Our client, a well-regarded hotel in Vereeniging, is seeking an enthusiastic and service-oriented Guest Services Manager. This on-site role is central to ensuring every guest has a memorable and positive experience. The Guest Services Manager will oversee the front desk operations, concierge services, and guest relations, acting as the primary point of contact for guest inquiries and concerns. The successful candidate will lead a team dedicated to providing exceptional customer service, resolving issues promptly, and anticipating guest needs. We are looking for an individual with strong interpersonal skills, a keen eye for detail, and a passion for hospitality within the Gauteng region. This position requires an on-site presence to directly manage staff and interact with guests.

Key Responsibilities

• Manage daily front desk operations, including check-in, check-out, reservations, and guest inquiries.
• Lead, train, and motivate the front desk and concierge team to ensure high standards of service.
• Handle guest complaints and service recovery situations with professionalism and efficiency.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Ensure all guest services adhere to the hotel's brand standards and operational procedures.
• Monitor guest feedback and implement improvements based on comments and reviews.
• Coordinate with other hotel departments to ensure seamless service delivery.
• Manage room assignments and special requests for guests.
• Maintain a high level of product knowledge and local information to assist guests.
• Assist in developing and managing departmental budgets.

Requirements

• A minimum of 4 years of experience in front office or guest services management within the hospitality industry.
• Proven experience in leading and developing a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong customer service orientation and a passion for exceeding guest expectations.
• Proficiency in hotel property management systems (PMS) and reservation software.
• Ability to remain calm and effective under pressure.
• Good organizational skills and attention to detail.
• A diploma or degree in Hospitality Management or a related field is advantageous.
• Availability to work flexible shifts, including evenings, weekends, and holidays.
• Experience in the Vereeniging or Gauteng area is a plus.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Opportunities for career advancement within the hotel group.
• Employee discounts on hotel services.
• A supportive and dynamic work environment.