Head of Guest Relations

Placements24; Klerksdorp; Hybrid; ZAR 900.000 - 1.200.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Health benefits

Professional growth opportunities

Zusammenfassung

Placements24 is seeking a Head of Guest Relations for a luxury boutique hotel in Klerksdorp, North West. The role leads the guest relations team, delivering unparalleled service to VIP guests, and shapes the guest journey from arrival to departure.

The ideal candidate has 4-6 years in luxury hospitality, exceptional interpersonal skills, and experience with PMS software. Hybrid work arrangements are available, and a strong commitment to guest satisfaction is essential.

Qualifikationen

• 4-6 years in guest relations, front office management, or luxury hospitality roles.
• Experience leading a team in a hospitality setting.
• Excellent interpersonal, communication, and problem-solving skills.
• Strong understanding of luxury service standards and guest expectations.

Aufgaben

• Lead and develop the Guest Relations team, setting standards and training.
• Enhance guest experience and satisfaction through strategies and initiatives.
• Serve as primary contact for VIP guests and handle special requests.
• Address guest complaints and ensure effective service recovery.
• Oversee check-in/check-out with warmth and efficiency.
• Collaborate with Housekeeping and F&B for seamless service.
• Monitor guest feedback channels and implement improvements.
• Maintain detailed guest profiles to personalize experiences.
• Develop programs and amenities to delight guests.
• Ensure compliance with hotel standards and brand guidelines.

Kenntnisse

Team Leadership

Guest Relations

Customer Service

PMS Software

VIP Guest Handling

English Proficiency

Ausbildung

Bachelor's degree in Hospitality Management

Tools

PMS Software

Jobbeschreibung

About the Role

Our client, a luxury boutique hotel, is seeking a highly motivated and empathetic Head of Guest Relations to join their team in Klerksdorp, North West. This senior role is responsible for ensuring an unparalleled guest experience, managing the guest relations team, and overseeing all aspects of guest services. The ideal candidate will possess exceptional interpersonal skills, a keen eye for detail, and a deep understanding of luxury hospitality standards. You will be the primary point of contact for VIP guests, handling special requests and ensuring their stay is memorable. This position in Klerksdorp is crucial for maintaining the hotel's reputation for excellence and fostering guest loyalty. The role demands a proactive approach to anticipating guest needs and a commitment to exceeding expectations. You will play a vital part in shaping the guest journey from arrival to departure.

Key Responsibilities

• Lead and manage the Guest Relations team, providing training and setting performance standards.
• Develop and implement strategies to enhance the overall guest experience and satisfaction.
• Act as the primary point of contact for VIP guests, addressing their needs and ensuring personalized service.
• Handle guest complaints and service recovery effectively, aiming for resolution and satisfaction.
• Oversee the check-in and check-out process, ensuring efficiency and warmth.
• Collaborate with other departments (e.g., Housekeeping, F&B) to ensure seamless service delivery.
• Monitor guest feedback channels (reviews, surveys) and implement improvements.
• Maintain detailed guest profiles and preferences to facilitate personalized experiences.
• Develop and execute special programs and amenities to delight guests.
• Ensure compliance with hotel standards and brand guidelines.

Requirements

• A minimum of 4-6 years of experience in guest relations, front office management, or a similar customer-facing role within the luxury hospitality sector.
• Proven experience in leading and managing a team.
• Exceptional interpersonal, communication, and problem-solving skills.
• A strong understanding of luxury service standards and guest expectations.
• Proficiency in hotel management software (PMS).
• Ability to remain calm and professional under pressure.
• A keen eye for detail and a proactive approach to anticipating needs.
• Bachelor's degree in Hospitality Management or a related field is a plus.
• Excellent command of English, both written and spoken.
• Must be based in or willing to relocate to Klerksdorp, North West, with the flexibility for hybrid work arrangements.

Benefits

Our client offers a competitive salary, comprehensive health benefits, and opportunities for professional growth within a respected boutique hotel in Klerksdorp, North West. You will be part of a dedicated team focused on delivering exceptional service and creating memorable experiences for every guest.