Head of Guest Relations

Our client, a prominent boutique hotel group known for its exceptional service and unique properties, is seeking a dynamic Head of Guest Relations & Experience to join their team in Pretoria, Gauteng. This leadership role is crucial for shaping and maintaining the superior guest experience that defines our brand. You will be responsible for developing and implementing strategies that enhance guest satisfaction, loyalty, and overall engagement across all properties.

This position requires a profound understanding of customer service excellence, a creative approach to problem-solving, and the ability to lead and inspire a guest-facing team. The ideal candidate will have a passion for hospitality and a proven ability to anticipate guest needs and exceed expectations. This is a key strategic role within the organization, contributing directly to our reputation and success in the competitive Pretoria hospitality market.

If you are a visionary leader dedicated to creating memorable guest journeys in Gauteng, we want to hear from you.

• Develop and execute comprehensive guest relations strategies to enhance satisfaction and loyalty.
• Oversee the guest experience from pre-arrival to post-departure, ensuring seamless and personalized service.
• Lead and train front desk, concierge, and guest services teams to uphold brand standards.
• Manage guest feedback mechanisms, including online reviews and surveys, and implement service improvements.
• Handle escalated guest complaints and ensure timely and effective resolution.
• Develop and maintain a guest recognition program.
• Collaborate with marketing and operations teams to create engaging guest experiences and promotions.
• Monitor guest satisfaction metrics and report on key performance indicators.
• Ensure all guest-facing communications are aligned with brand messaging and tone.
• Identify opportunities to innovate and elevate the guest experience.

• Minimum of 6 years of experience in guest relations, customer experience, or a similar role within the hospitality industry, with at least 3 years in a leadership capacity.
• A Bachelor's degree in Hospitality Management, Marketing, Communications, or a related field is preferred.
• Demonstrated expertise in developing and implementing customer service strategies.
• Exceptional communication, interpersonal, and problem-solving skills.
• Strong leadership qualities and the ability to motivate and manage teams effectively.
• Proficiency in CRM systems and guest feedback platforms.
• A proactive approach to identifying and addressing guest needs.
• Ability to work independently and collaboratively in a fast-paced environment, based in or remotely serving Pretoria, Gauteng.
• Passion for delivering outstanding customer service.
• Excellent command of English; proficiency in other languages is a plus.

• This role offers a competitive salary, with potential for bonuses based on performance metrics.
• Comprehensive health insurance and a retirement savings plan are provided.
• Opportunities for professional development, including leadership training and industry conferences, are available.
• Enjoy a dynamic work environment with a focus on innovation and guest satisfaction, with the flexibility of remote work for the right candidate serving Pretoria.