Hybrid Guest Experience Leader (Front Desk & Concierge)

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 350,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Health and retirement benefits

Career advancement

Employee discounts on hotel stays

Hybrid work environment

Job summary

Placements24 is seeking an experienced Guest Services Manager to lead the guest relations team in Nelspruit and ensure an exceptional experience from arrival to departure.

You will oversee the front desk, concierge and bell desk, implement service standards, and coach staff to deliver proactive, friendly service. The role demands calm leadership and a passion for hospitality in a hybrid work setting.

Qualifications

• Experience in a supervisory or management role within hotel guest services.
• Excellent understanding of hotel operations and customer service best practices.
• Ability to remain calm and composed under pressure.
• Proficiency in property management systems (PMS) and guest relations software.

Responsibilities

• Manage and supervise the daily operations of the front desk, concierge, and bell services.
• Ensure all guest interactions are handled with professionalism, courtesy, and efficiency.
• Develop and implement service standards and training programs for guest-facing staff.
• Handle guest feedback, complaints, and special requests, resolving issues promptly and effectively.
• Liaise with other departments to ensure seamless coordination and guest satisfaction.
• Monitor guest satisfaction scores and implement strategies for continuous improvement.

Skills

Leadership

Communication

Problem-solving

Guest relations

Tools

PMS software

Guest relations software

Job description

Placements24 is seeking an experienced Guest Services Manager to lead the guest relations team in Nelspruit and ensure an exceptional experience from arrival to departure.

You will oversee the front desk, concierge and bell desk, implement service standards, and coach staff to deliver proactive, friendly service. The role demands calm leadership and a passion for hospitality in a hybrid work setting.