Guest Service Manager

SUMMARY:
Ultra Luxury Hotel opening in Sea Point is looking for a Guest Service Manager.
 
The Guest Service Manager is the guardian of the guest experience. This role ensures every guest receives a warm, personalised, and memorable 5* experience from arrival to departure, leading the front-of-house team and driving guest satisfaction.
 
Proven hotel pre-opening experience is essential. The candidate must have been an integral member of a hotel opening team, actively involved in establishing operational standards, systems, service culture, and team structures from the ground up prior to the property’s first guest arrival.

POSITION INFO:
Duties:

Oversee all front office operations including check-in, check-out, concierge, and butler services.
Ensure every guest interaction reflects the luxury brand standards.
Handle and resolve guest complaints, requests, and escalations swiftly and professionally.
Monitor daily arrivals and departures, coordinating VIP and special occasion arrangements.
Lead, coach, and develop the Guest Service team through regular briefings and performance reviews.
Review guest feedback and online reviews on GuestRevu, TripAdvisor or similar; develop action plans for continuous improvement.
Manage room assignments, upgrades, and allocation in collaboration with Reservations and Housekeeping.
Maintain current knowledge of all hotel facilities, local attractions, and VIP guest preferences.
Ensure the lobby and reception areas are impeccably presented at all times.
Monitor and manage the shift schedule, ensuring adequate coverage during peak periods.
Collaborate with all departments to ensure seamless coordination for the guest journey.
Assist in preparing departmental budgets and managing operational costs.

Requirements:

Diploma or Degree in Hospitality Management or equivalent.
Minimum 5 years’ front office experience, with at least 2 years in a management role.
Luxury or 5* international hotel experience is essential.
Proficiency in GuestRevu, Protel, Opera or similar PMS.
Demonstrated experience serving an international, high-net-worth, and culturally diverse clientele, with a refined understanding of the nuanced expectations, sensitivities, and preferences of discerning global travellers.
Prior experience within an ultra-luxury property is strongly preferred, with a thorough understanding of the intimate, detail-obsessed, and hyper-personalised service culture that defines a 102-key operation where every guest interaction carries the full weight of the brand and no request is too small to matter.
Warm, professional, and impeccable guest-facing manner.
Strong leadership and team-building capabilities.
Excellent problem-solving and conflict resolution skills.
Outstanding verbal communication; multilingual skills advantageous.
Well-groomed, poised, and reflective of luxury brand values.
Ability to work under pressure and remain composed at all times.