Guest Services Manager - Sea Point

HotelJobs; South Africa; On-site; ZAR 600,000 - 1,100,000; Full time

Job summary

HotelJobs in Sea Point, South Africa, seeks an experienced Guest Services Manager to lead personalised guest service across its ultra-luxury hotel properties. The role oversees Guest Services and Butler operations, ensuring seamless arrivals and memorable stays.

The successful candidate will manage VIP stays, coordinate across departments, and guide the butler team to anticipate guest needs with discretion. Pre-opening planning and staff development are essential.

Qualifications

• 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 and complaint-resolution abilities.

Responsibilities

• Lead daily Guest Services and Butler operations, ensuring luxury service standards.
• Oversee arrivals, departures and personalised service throughout stays.
• Coordinate VIP stays and guest preferences across departments.
• Guide the butler team to anticipate guest needs discreetly.
• Collaborate with Front Office, Concierge, Housekeeping and F&B to ensure seamless service.
• Handle escalated guest concerns professionally and follow up on service recovery.
• Review guest feedback and identify opportunities for improvement.
• Recruit, train, coach and roster team members.
• Maintain accurate guest profiles and service records.
• Support pre-opening planning, including procedures and training.
• Monitor performance and uphold grooming and brand standards.
• Report trends and challenges to the Operations Manager.

Skills

Leadership

Communication

Guest services

VIP experience

Complaint resolution

Education

Hospitality qualification

Tools

Property Management Systems

Microsoft Office

Job description

An Ultra-Luxury Hotel Group in Sea Point is looking for an experienced and polished Guest Services Manager to lead personalised guest service across its hotel properties. The successful candidate will oversee Guest Services and Butler operations ; ensuring seamless arrivals; attentive service and memorable stays .

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.
• 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.