Luxury Guest Relations Lead — VIP Service & Team Growth

Placements24; Midrand; Presencial; ZAR 1.000.000 - 1.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Retirement fund contributions

Meals subsidised

Uniform provided

Staff discounts on hotel stays

Descripción de la vacante

Placements24 is sourcing a Senior Guest Relations Manager for a flagship luxury hotel in Midrand, Gauteng. You will lead a dedicated team to deliver exceptional, memorable service and uphold brand standards.

The ideal candidate has 5+ years in guest relations leadership, strong problem-solving skills, and fluency in English, with Opera PMS proficiency. Flexibility for evenings and weekends is required in a dynamic hotel environment.

Formación

• 5+ years of experience in guest relations or a similar management role within the luxury hospitality sector.
• Proven track record of successfully managing guest satisfaction initiatives and resolving complex guest issues.
• Excellent leadership, communication, and interpersonal skills.
• Strong understanding of luxury hotel operations and guest service standards.
• Proficiency in Opera PMS and MS Office Suite.
• Fluency in English; additional languages are a strong asset.

Responsabilidades

• Lead and manage the Guest Relations team, providing training, motivation, and performance management.
• Develop and implement strategies to enhance guest satisfaction, loyalty, and positive reviews.
• Serve as the primary point of contact for VIP guests, addressing their needs and preferences proactively.
• Handle guest complaints and feedback with professionalism and efficiency, ensuring timely and satisfactory resolutions.
• Collaborate with Front Office, F&B, Housekeeping to ensure seamless service delivery.
• Monitor guest feedback channels and online reviews, identifying areas for improvement and implementing corrective actions.
• Organize and oversee special events and personalized guest experiences.
• Maintain detailed records of guest preferences and special requests.
• Ensure adherence to hotel policies, procedures, and service standards.

Conocimientos

Leadership

Guest relations

Communication

Problem solving

Operations knowledge

Educación

Bachelor's degree in Hospitality Management

Herramientas

Opera PMS

MS Office

Descripción del empleo

Placements24 is sourcing a Senior Guest Relations Manager for a flagship luxury hotel in Midrand, Gauteng. You will lead a dedicated team to deliver exceptional, memorable service and uphold brand standards.

The ideal candidate has 5+ years in guest relations leadership, strong problem-solving skills, and fluency in English, with Opera PMS proficiency. Flexibility for evenings and weekends is required in a dynamic hotel environment.