VIP Guest Relations Manager — Luxury Hotel Experience & Growth

Placements24; George; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Accommodation assistance or provision

Complimentary meals during shifts

Discounted rates at hotel and sister”

Professional development opportunities

Supportive team environment

Job summary

Placements24 in George is seeking an experienced Guest Relations Manager to lead the guest services team and ensure unparalleled service for discerning guests at a luxury hotel on the Garden Route. You will act as the primary contact, resolving issues and creating personalized experiences during a memorable stay.

You will supervise the front desk and concierge teams, develop service standards, and drive guest loyalty through excellence in service delivery in a fast-paced hotel environment.

Qualifications

• Minimum 3 years in a guest-facing role within the hotel industry, with at least 1 year in a supervisory or managerial capacity.
• Excellent command of English, both written and verbal; additional languages are a significant advantage.
• Strong understanding of hotel operations and front office procedures.

Responsibilities

• Oversee the daily operations of the guest relations department, ensuring efficient and courteous service.
• Act as the main liaison for VIP guests, ensuring their specific needs and requests are met with meticulous attention to detail.
• Handle guest complaints and feedback professionally and efficiently, aiming for swift and satisfactory resolutions.
• Develop and implement guest service standards and training programs for the front desk and concierge teams.
• Monitor guest satisfaction surveys and online reviews, identifying areas for improvement and implementing corrective actions.
• Coordinate with other hotel departments (e.g., Housekeeping, Food & Beverage, Maintenance) to ensure a seamless guest experience.
• Manage the reservations and check-in/check-out process for VIP guests, ensuring accuracy and efficiency.
• Maintain up-to-date knowledge of hotel services, local attractions, and events to assist guests.
• Develop and maintain a database of guest preferences and special requests for personalized service.
• Empower front-line staff to deliver exceptional service and resolve guest issues effectively.

Skills

Guest relations

Supervisory experience

Interpersonal skills

Problem solving

English proficiency

Education

Diploma/degree in Hospitality Management

Tools

Opera Fidelio

Job description

Placements24 in George is seeking an experienced Guest Relations Manager to lead the guest services team and ensure unparalleled service for discerning guests at a luxury hotel on the Garden Route. You will act as the primary contact, resolving issues and creating personalized experiences during a memorable stay.

You will supervise the front desk and concierge teams, develop service standards, and drive guest loyalty through excellence in service delivery in a fast-paced hotel environment.