Senior Guest Relations Manager

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

Benefits offered by this job

Health insurance

Accommodation available

Hotel facilities access

Performance bonuses

Staff discounts

Job summary

Placements24 is recruiting a Senior Guest Relations Manager for a luxury hotel in Mahikeng, North West. You will oversee front desk, guest services, VIP handling, and ensure exceptional service from pre-arrival to post-departure.

The role requires at least 5 years in luxury hospitality, strong leadership, excellent communication, and fluency in English plus another SA language. A Hospitality degree is preferred and PMS experience is essential.

Qualifications

• Minimum of 5 years in guest relations or front office management within luxury hospitality.
• Proven leadership abilities with experience in managing a team.
• Excellent communication, interpersonal and problem-solving skills.
• Proficiency with hotel management software (PMS) and office tools.
• Strong understanding of SA hospitality landscape and guest needs.

Responsibilities

• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Oversee front desk, concierge and guest services operations daily.
• Train, mentor and manage a team of guest relations professionals.
• Handle guest feedback and complaints to ensure retention.
• Collaborate with F&B and Housekeeping for seamless experiences.
• Manage VIP arrivals/departures with personalized service.
• Monitor trends and best practices to improve guest services.
• Prepare reports on guest feedback and team productivity for management.
• Maintain strong product knowledge of hotel facilities and local attractions.
• Ensure adherence to hotel policies, safety and security.

Skills

Leadership

Communication

Problem-solving

PMS software

Team management

Multitasking under pressure

Guest relations

Education

Bachelor's degree in Hospitality Management

Tools

PMS software

Job description

About the Role

Our client, a premier hospitality establishment in Mahikeng , is seeking a highly experienced and charismatic Senior Guest Relations Manager to join their dynamic team. This pivotal role is responsible for overseeing all guest-facing operations, ensuring exceptional service standards, and cultivating a loyal customer base. You will be instrumental in shaping the guest experience, from pre-arrival to post-departure, making every interaction memorable and exceeding expectations. The ideal candidate will possess a keen eye for detail, a passion for service excellence, and a proven track record in managing high-profile clientele within the hospitality sector. This is an opportunity to contribute significantly to the reputation and success of a leading hotel in the North West province.

Key Responsibilities

• Develop and implement innovative strategies to enhance guest satisfaction and loyalty.
• Oversee the daily operations of the front desk, concierge, and guest services departments.
• Train, mentor, and manage a team of guest relations professionals to uphold service standards.
• Handle guest complaints and feedback with professionalism and efficiency, resolving issues to ensure guest retention.
• Collaborate with other departments, including Food & Beverage and Housekeeping, to ensure seamless guest experiences.
• Manage VIP arrivals and departures, ensuring personalized service and attention to detail.
• Monitor industry trends and best practices to continuously improve guest services.
• Prepare regular reports on guest feedback, operational performance, and team productivity for senior management.
• Maintain a high level of product knowledge regarding hotel facilities, services, and local attractions.
• Ensure adherence to all hotel policies and procedures, including safety and security protocols.

Requirements

• Minimum of 5 years of progressive experience in guest relations or front office management within the luxury hospitality industry.
• Demonstrated leadership abilities with experience in managing and motivating a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in hotel management software (PMS) and standard office applications.
• A strong understanding of the hospitality landscape in South Africa .
• Ability to remain calm and effective under pressure, handling multiple tasks simultaneously.
• A passion for delivering outstanding customer service and creating memorable experiences.
• Bachelor's degree in Hospitality Management, Tourism, or a related field is preferred.
• Fluency in English and at least one other South African language is advantageous.

Benefits

• Our client offers a competitive salary package, commensurate with experience and qualifications.
• Employees will benefit from comprehensive health insurance, opportunities for professional development and advancement within the organization, subsidized accommodation, and access to hotel facilities.
• You will be part of a supportive and collaborative work environment, with the chance to make a tangible impact on the guest experience in a beautiful Mahikeng setting.
• Regular performance bonuses and staff discounts are also provided.