Premium Casino Hotel Guest Relations Manager

Placements24; Rustenburg; Sur place; ZAR 480 000 - 820 000; Plein temps

Avantages offerts par ce poste

Salary incentives

Medical aid

Retirement fund contributions

Professional development

Complimentary access to facilities

Uniform provided

Résumé du poste

Placements24, on behalf of a prestigious casino hotel in Rustenburg, North West, seeks an accomplished Guest Relations Manager to elevate service for high-value guests. You will lead a talented team, nurture VIP relationships, and drive loyalty through personalized experiences in a luxury environment.

The role requires 5+ years in guest relations or VIP services, exceptional communication and discreet professionalism, and a passion for anticipating guest needs across F&B, gaming and

Qualifications

• Minimum 5 years in guest relations or VIP services within luxury hospitality.
• Strong interpersonal, negotiation and problem-solving skills.
• Proven leadership with ability to manage a team and train staff.
• Impeccable grooming and professional presentation.
• Ability to work flexible hours including nights, weekends and holidays.

Responsabilités

• Develop strategies to enhance guest satisfaction and loyalty programs.
• Serve as primary contact for VIP guests and ensure requests are met promptly.
• Lead and coach the Guest Relations team and manage training feedback.
• Oversee VIP lounge operations and amenities for a premium experience.
• Coordinate with Front Office, F&B, Gaming and Entertainment for seamless service delivery.

Connaissances

Guest relations

VIP services

Communication

Leadership

Discretion

CRM systems

Outils

CRM systems

Hotel management software

Description du poste

About the Role Our client, a prestigious casino hotel located in **Rustenburg, North West**, is actively seeking an accomplished and charismatic Guest Relations Manager to elevate the experience for its discerning clientele. This role is crucial in fostering customer loyalty and ensuring an unparalleled level of service for high-value guests. The ideal candidate will possess exceptional interpersonal skills, a keen understanding of luxury service standards, and a proactive approach to anticipating and fulfilling guest needs. You will be the ambassador of the hotel, responsible for building strong relationships and ensuring every guest interaction is memorable. This is an exciting opportunity for a dedicated hospitality professional to make a significant impact within a vibrant entertainment complex in **Rustenburg**.

Key Responsibilities

• Develop and implement strategies to enhance guest satisfaction and loyalty programs.
• Serve as the primary point of contact for VIP guests, ensuring their needs and requests are met promptly and efficiently.
• Manage the Guest Relations team, providing training, coaching, and performance feedback.
• Oversee the smooth operation of the VIP lounge and related amenities.
• Coordinate with various hotel departments (Front Office, F&B, Gaming, Entertainment) to ensure seamless service delivery for VIP guests.
• Handle and resolve guest complaints and concerns with diplomacy and professionalism, turning potentially negative experiences into positive ones.
• Track guest preferences and maintain detailed guest profiles to personalize experiences.
• Organize and manage special events and amenities for VIP guests.
• Monitor industry trends in guest relations and luxury service.
• Contribute to marketing efforts aimed at attracting and retaining high-value patrons.

Requirements

• Minimum of 5 years of experience in Guest Relations, VIP Services, or a similar client-facing role within the luxury hotel or casino industry.
• Proven ability to build and maintain strong relationships with high-net-worth individuals.
• Excellent communication, negotiation, and problem-solving skills.
• Demonstrated leadership capabilities with experience managing a team.
• Impeccable grooming and professional presentation.
• Ability to work flexible hours, including nights, weekends, and holidays, as required by the casino environment.
• A strong understanding of the gaming and entertainment industry is advantageous.
• Proficiency in CRM systems and hotel management software.
• Discretion and the ability to handle confidential information.
• Must be located in or willing to relocate to **Rustenburg, North West**.

Benefits

• Attractive salary and performance incentives.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for professional development in the luxury hospitality sector.
• Complimentary access to hotel facilities and entertainment.
• Uniform provided.
• A dynamic and exciting work environment.