Senior Guest Relations Manager

Placements24; Johannesburg; On-site; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Staff meals

Subsidized accommodation

Discounted rates

Professional development

Job summary

Placements24 represents a prestigious hospitality group in Johannesburg seeking an experienced Senior Guest Relations Manager. The role leads a team to deliver luxury, personalized service and oversees guest interactions from arrival to departure.

You will collaborate with Front Office, F&B and Housekeeping to elevate guest satisfaction, manage VIP requests, and ensure consistent brand standards across the property. A hospitality leadership background is essential.

Qualifications

• 5+ years of progressive experience in guest relations or similar guest-facing role.
• Proven leadership and team management skills.
• Excellent interpersonal and English communication.
• Strong understanding of hotel operations.
• Experience with hotel management software and CRM systems.
• Degree or diploma in Hospitality Management preferred.
• Residency or valid work permit for Johannesburg, Gauteng.

Responsibilities

• Oversee daily operations of the Guest Relations department.
• Develop strategies to enhance guest satisfaction and loyalty.
• Train, mentor, and supervise the Guest Relations team.
• Coordinate with Front Office, F&B, Housekeeping and other departments to deliver seamless guest services.
• Handle guest feedback, complaints and compliments professionally.
• Maintain accurate guest records using the CRM system.
• Prepare reports on guest satisfaction metrics and performance.
• Contribute to strategic planning of guest experience initiatives.

Skills

Leadership

Communication

Customer service

English fluency

Education

Degree in Hospitality Management

Diploma in Hospitality Management

Tools

CRM systems

Hotel management software

Job description

About the Role

Our client, a prestigious hospitality group, is seeking an experienced and dynamic Senior Guest Relations Manager to join their flagship property in Johannesburg, Gauteng . This role is pivotal in ensuring an unparalleled guest experience, driving customer loyalty, and upholding the highest standards of service excellence. The successful candidate will be instrumental in shaping the guest journey, from pre-arrival to post-departure, and will work closely with various departments to deliver seamless and memorable stays. This is an exciting opportunity for a seasoned hospitality professional to make a significant impact in a vibrant and fast-paced environment. You will be responsible for leading a team of guest relations officers and ensuring that every guest interaction reflects the brand's commitment to luxury and personalized service.

Key Responsibilities

• Oversee and manage the daily operations of the Guest Relations department, ensuring all guest needs and requests are met promptly and efficiently.
• Develop and implement strategies to enhance guest satisfaction and loyalty, including personalized welcome amenities and proactive problem-solving.
• Train, mentor, and supervise the Guest Relations team, fostering a culture of excellence, teamwork, and continuous improvement.
• Act as a primary point of contact for VIP guests, ensuring their specific requirements and expectations are exceeded.
• Liaise effectively with Front Office, Food & Beverage, Housekeeping, and other departments to coordinate guest services and resolve any issues that may arise.
• Handle guest feedback, complaints, and compliments professionally, taking appropriate action to ensure guest satisfaction and retention.
• Maintain accurate guest records and profiles, utilizing the CRM system to personalize guest experiences.
• Monitor guest service trends and industry best practices to continuously improve service delivery.
• Prepare regular reports on guest satisfaction metrics, departmental performance, and key initiatives.
• Contribute to the overall strategic planning and success of the hotel's guest experience initiatives.

Requirements

• A minimum of 5 years of progressive experience in guest relations, front office management, or a similar guest-facing role within the luxury hospitality sector.
• Proven leadership and team management skills, with the ability to motivate and develop staff.
• Exceptional interpersonal and communication skills, with a professional demeanor and fluency in English. Knowledge of additional local languages is advantageous.
• Strong understanding of hotel operations and interdepartmental coordination.
• Proficiency in hotel management software and CRM systems.
• A passion for delivering outstanding customer service and creating memorable experiences.
• Ability to remain calm and composed under pressure, with excellent problem-solving capabilities.
• A degree or diploma in Hospitality Management or a related field is preferred.
• Residency or valid work permit for Johannesburg, Gauteng .

Benefits

• Competitive annual salary package of ZAR.
• Opportunity to work with a globally recognized hospitality brand.
• Comprehensive medical aid and retirement fund contributions.
• Staff meals and subsidized accommodation options.
• Opportunities for professional development and career advancement within the group.
• Discounted rates at affiliated properties worldwide.
• A dynamic and rewarding work environment in the heart of Johannesburg .