Luxury Guest Relations Lead - VIP Experience & Front Desk

Placements24; Johannesburg; On-site; ZAR 950,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Pension fund

Staff discounts

Career development

Job summary

Placements24 is seeking a Senior Guest Relations Manager for a 5-star boutique hotel in Johannesburg. Lead front-of-house operations, ensure exceptional guest experiences, and act as primary contact for VIP guests, delivering discretion and efficiency.

You will manage a frontline team, coordinate with Housekeeping, F&B and events, monitor feedback, and uphold brand standards under pressure. The role is on-site with weekend and holiday hours.

Qualifications

• Minimum of 5 years in a senior guest-facing role within luxury hospitality.
• Proven ability to lead a front desk or guest relations team.
• Fluency in English; additional languages are a plus.
• Experience with Opera or Fidelio hotel management software.

Responsibilities

• Oversee daily front-of-house operations and guest services.
• Lead and train front desk and concierge teams.
• Serve as main liaison for VIP and long-staying guests.
• Collaborate with Housekeeping, F&B, and Events to ensure seamless service.
• Monitor guest feedback and uphold brand standards.

Skills

Leadership

Communication

Interpersonal skills

Problem-solving

Guest relations

Education

Bachelor's degree in Hospitality Management

Tools

Opera

Fidelio

Job description

Placements24 is seeking a Senior Guest Relations Manager for a 5-star boutique hotel in Johannesburg. Lead front-of-house operations, ensure exceptional guest experiences, and act as primary contact for VIP guests, delivering discretion and efficiency.

You will manage a frontline team, coordinate with Housekeeping, F&B and events, monitor feedback, and uphold brand standards under pressure. The role is on-site with weekend and holiday hours.