Senior Guest Relations Manager

Placements24; Midrand; Hybrid; ZAR 520,000 - 850,000; Full time

Benefits offered by this job

Subsidized meals

Uniform provided

Employee assistance program

Career development opportunities

Job summary

Placements24 in Midrand, Gauteng, seeks a Senior Guest Relations Manager to lead front-of-house operations and deliver exceptional guest experiences. You will oversee check-in/out, train staff, handle complaints, and collaborate with departments to ensure a seamless guest journey.

The ideal candidate will have 5+ years in hospitality leadership, strong communication skills, and fluency in English. This role offers a competitive salary package and opportunities for growth within a prestigious

Qualifications

• Minimum of 5 years in a supervisory/managerial role within hospitality.
• Proven experience in guest relations, front desk operations or related role.
• Excellent communication, interpersonal and problem-solving skills.
• Strong leadership and team management abilities.
• Fluent in English; additional languages are a plus.
• Legal right to work in South Africa.

Responsibilities

• Oversee and manage all guest relations activities, including check-in/out and concierge.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Train, mentor and supervise front desk staff to high service standards.
• Handle guest complaints and resolve issues promptly and professionally.
• Monitor guest feedback and implement improvements based on reviews.
• Collaborate with other departments to ensure cohesive guest experience.
• Manage room allocations and VIP arrangements.
• Maintain high product knowledge and service standards.
• Conduct regular staff performance reviews and provide feedback.
• Ensure compliance with hotel policies and procedures.

Skills

Guest relations

Leadership

Communication

Problem-solving

Staff management

Education

Diploma or degree in Hospitality Management

Tools

Opera

Fidelio

Job description

About the Role

Our client, a premier hospitality establishment in Midrand, Gauteng, is seeking an experienced and dynamic Senior Guest Relations Manager to lead their front‑of‑house operations. This pivotal role requires an individual with a passion for delivering exceptional guest experiences and a proven track record in managing guest satisfaction and staff performance. You will be instrumental in shaping the overall guest journey, ensuring seamless service delivery from arrival to departure. This is an exciting opportunity to join a growing team and make a significant impact within a prestigious brand. The ideal candidate will possess strong leadership qualities and an unwavering commitment to excellence in all aspects of hospitality management.

Key Responsibilities

• Oversee and manage all guest relations activities, including check‑in, check‑out, and concierge services.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Train, mentor, and supervise front desk staff, ensuring high standards of service.
• Handle guest complaints and resolve issues promptly and professionally.
• Monitor guest feedback and implement improvements based on reviews and suggestions.
• Collaborate with other departments to ensure a cohesive and positive guest experience.
• Manage room allocations and VIP arrangements.
• Maintain a high level of product knowledge and service standards.
• Conduct regular staff performance reviews and provide constructive feedback.
• Ensure compliance with all hotel policies and procedures.

Requirements

• A minimum of 5 years of experience in a supervisory or managerial role within the hospitality industry.
• Proven experience in guest relations, front desk operations, or a similar guest‑facing role.
• Excellent communication, interpersonal, and problem‑solving skills.
• Strong leadership and team management abilities.
• Proficiency in hotel management software (e.g., Opera, Fidelio).
• Ability to remain calm and professional under pressure.
• A diploma or degree in Hospitality Management or a related field is advantageous.
• Must be fluent in English; additional languages are a plus.
• Must have the legal right to work in South Africa .
• Adept at conflict resolution and service recovery.

Benefits

Our client offers a competitive salary package, opportunities for professional development and career advancement within a reputable organization. In addition, employees benefit from subsidized meals, uniform provision, and access to employee assistance programs. This role is based in a vibrant and easily accessible part of Midrand, Gauteng. Join a team that values dedication and rewards performance, fostering a supportive and growth‑oriented work environment.