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Johannesburg: Guest Relations Manager (5* Hotel) – Rosebank posted by Phoenix Recruitment

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Job Description

About the Role

We are seeking an experienced Guest Relations Manager to join our luxury 5* hotel in Rosebank. As primary point of contact, you will ensure exceptional guest experiences by 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.

Key Responsibilities

  • Greeting guests
  • Overseeing check-ins/check-outs
  • 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

Qualifications

No formal qualifications mentioned.

Salary & Benefits

Salary details not specified.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Catering / hospitality Jobs in Gauteng

In the Gauteng region, the catering and hospitality industry is a thriving sector that employs a diverse range of professionals. Typically, job seekers can expect to find a mix of entry-level and experienced roles in this field, with common positions including chefs, waiters, event coordinators, and hotel management staff. Generally, the demand for skilled workers in this industry remains strong, driven by the growing tourism and events sectors in South Africa.

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In terms of salary expectations, it’s difficult to provide a precise figure due to variations caused by factors such as experience, company size, and industry sector. However, broad ranges can be provided. Typically, entry-level positions within catering and hospitality may fall within the range of R20 000 to R40 000 per annum, while experienced roles can command salaries ranging from R60 000 to R120 000 or more, depending on the specific requirements of the position.

Common skills required for careers in catering and hospitality include excellent communication and interpersonal skills, attention to detail, and the ability to work under pressure. Other essential skills include basic knowledge of food preparation and presentation, customer service skills, and experience with event management software. In addition, many employers place a high value on staff certification, such as a Food Safety Certificate or Hospitality Diploma.

The catering and hospitality industry is diverse and encompasses various sectors, including the financial services sector, technology industry, manufacturing sector, and more. Many companies within these industries require skilled workers to manage their catering and event needs. Commonly, roles are found in urban areas such as Johannesburg and Pretoria, where there is a high concentration of businesses and events.

For those seeking to advance in their careers within this field, opportunities for professional development exist throughout the industry. Typically, career progression can be achieved through experience, training, and certification. Many employers offer internal training programs or sponsorship for further education, which can provide a competitive edge in the job market. Overall, catering and hospitality professionals can expect to find rewarding and challenging roles within this dynamic sector, with opportunities for growth and development throughout their careers.

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This information provides general career guidance. Actual salaries and requirements vary by employer.



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