Senior Guest Relations Manager - Five-Star Hotel

Placements24; Midrand; On-site; ZAR 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Health insurance

Retirement fund contributions

Meals subsidised

Uniform provided

Staff discounts on hotel stays

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Guest relations

Communication

Problem solving

Operations knowledge

Education

Bachelor's degree in Hospitality Management

Tools

Opera PMS

MS Office

Job description

About the Role

Our client, a prestigious luxury hotel group, is seeking a highly experienced and charismatic Senior Guest Relations Manager to oversee guest satisfaction and enhance the overall guest experience at their flagship property in Midrand, Gauteng.

This pivotal role involves leading a dedicated team to ensure every guest encounter is exceptional, memorable, and aligns with the brand's high standards of service excellence. The ideal candidate will possess a deep understanding of luxury hospitality, a proactive approach to problem-solving, and an unwavering commitment to exceeding guest expectations. This is an opportunity to make a significant impact in a dynamic and rewarding environment.

Key Responsibilities

• 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 various hotel departments (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 all hotel policies, procedures, and service standards.

Requirements

• A minimum of 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 hotel management software (e.g., Opera) and MS Office Suite.


• Fluency in English; additional languages are a strong asset.


• Ability to work flexible hours, including evenings, weekends, and public holidays, as required by business needs.


• A passion for service excellence and a genuine desire to create memorable experiences for guests.


• Bachelor's degree in Hospitality Management, Tourism, or a related field is preferred.

Benefits

Our client offers a competitive remuneration package, including a substantial annual salary, comprehensive health insurance, retirement fund contributions, and opportunities for professional development and career advancement within a globally recognized hotel brand. Enjoy subsidized meals, uniform provision, and significant discounts on hotel stays and services worldwide. Become part of a supportive and dynamic team dedicated to delivering unparalleled hospitality in Midrand, Gauteng.