Executive Concierge & Guest Relations Manager

SUMMARY:
We are seeking an experienced, passionate, and service-driven Concierge Manager to lead our Concierge and Guest Relations Team at a prestigious 5-star hotel. The successful candidate will be responsible for delivering exceptional guest experiences, managing concierge operations, and ensuring the highest standards of luxury hospitality are consistently achieved.

POSITION INFO:

Key Responsibilities

• Lead, mentor, and develop the Concierge Team to deliver world-class guest service.
• Ensure all guest requests, enquiries, and special arrangements are handled professionally and efficiently.
• Build and maintain strong relationships with local tourism providers, restaurants, transport companies, and entertainment venues.
• Coordinate VIP arrivals, departures, and special guest requirements.
• Manage luggage services, transportation arrangements, sightseeing bookings, and guest itineraries.
• Maintain comprehensive knowledge of local attractions, events, and services.
• Handle guest complaints and service recovery in a professional and timely manner.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Monitor departmental performance, guest feedback, and service quality metrics.
• Assist with budgeting, scheduling, staffing, and departmental administration.
• Lead the Guest Relations function and ensure exceptional guest engagement throughout the guest journey.
• Personally welcome VIP guests, repeat guests, and special arrivals.
• Monitor guest feedback, online reviews, and guest satisfaction scores, implementing action plans where required.
• Handle guest concerns, complaints, and service recovery with professionalism and urgency.
• Drive initiatives to enhance guest satisfaction, loyalty, and brand reputation.
• Ensure guest preferences and profiles are accurately maintained and utilized to personalize service delivery.
• Coordinate special occasions, celebrations, and guest recognition programs.

Minimum Requirements

• Minimum 3–5 years' experience in a Concierge leadership role within a luxury or 5-star hotel environment.
• Hospitality qualification advantageous.
• Excellent knowledge of Cape Town attractions, tourism products, and guest services.
• Strong leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Computer literacy, including Microsoft Office and hotel property management systems.
• Valid driver's licence advantageous.
• Fluent in English; additional languages will be advantageous.