Guest Relations Manager

SUMMARY:
Luxury 5* Hotel in the Sandton area is looking for an experienced Guest Relations Manager to ensure exceptional guest experiences by acting as a primary point of contact, resolving complaints, and fostering loyalty through personalized service.
 
You will lead team members, manage front-desk operations, and collaborate with other departments to maintain high service standards.

POSITION INFO:
Duties:
 
Greeting guests, overseeing check-ins/check-outs, and proactively anticipating needs to ensure a high-quality stay.
Handling escalated issues, complaints, and emergencies in a timely, professional manner.
Managing VIP arrivals, welcoming guests, and fostering relationships to build brand loyalty.
Training, coaching, scheduling, and supervising Guest Relations staff.
Liaising between guests and departments (housekeeping, maintenance, security) to ensure guest satisfaction.
Collecting and analysing guest feedback to identify areas for improvement and reporting to senior management.
 
Requirements:
 
Grade 12
A formal hospitality qualification
At least 5+ years’ experience in guest service or hospitality management in a luxury 5* hotel environment
Outstanding communication, active listening, and interpersonal skills.
Proven ability to lead, motivate, and train a team.
Proficiency in Hotel Management software (PMS), such as Opera, and Microsoft Office Suite.
Proficiency in English; additional languages are often a plus.