76 Guest Relations jobs in South Africa

Job Summary:
We are seeking a dedicated Guest Relations Manager to oversee all aspects of guest interactions and ensure exceptional customer experiences. As the Guest Relations Manager, you will be responsible for managing reservations, handling guest feedback, and coordinating with various departments to guarantee guest satisfaction.

Duties and Responsibilities:

• Manage guest inquiries, feedback, and requests promptly and professionally
• Supervise reservations and oversee room assignments
• Collaborate with departments to address guest needs and resolve issues efficiently
• Maintain a high level of customer service standards
• Train and supervise staff to deliver superior guest service

Organization- Hyatt Regency Cape Town
Summary
At Hyatt Regency Cape Town, we believe in making every moment memorable. As a 5 star hotel in the heart of Cape Town, we are dedicated to providing world-class hospitality with warmth, care and attention to detail. We are currently seeking a passionate and service driven Guest Relations Manager to join our team and ensure that every guest enjoys a truly exceptional experience.

The Guest Relations Manager will act as the hotel's ambassador, delivering personalized service and building lasting relationships with our guests. You shall oversee the guest experience journey from pre-arrival to post-departure, ensuring that expectations are not only met but exceeded In line with Hyatt's standards of care.

Key Responsibilities but not limited to:

• Welcome and engage with VIPs, Repeat Guests, and long-stay visitors to ensure personalized service.
• Act as the main point of contact for guest inquiries, concerns, and special requests.
• Anticipate guest needs and coordinate with relevant departments to deliver seamless experiences.
• Monitor guest satisfaction through feedback, reviews and surveys, taking proactive steps to address any issues.
• Maintain detailed guest profiles and preferences for future visits.
• Support Front Office operations during peak times and ensure smooth check-in/check-out experiences.
• Train and mentor team members in guest services excellence and Hyatt brand standards
• Assist with organizing special events, amenities, surprise and delight moments for guests.

Qualifications
Requirements

• Previous experience as a Guest Relations Manager or in a Senior Front Office/Rooms Division role within a 5-star luxury hotel.
• Strong interpersonal and communication skills with a genuine passion for guest engagement.
• A polished and professional appearance with excellent problem-solving abilities
• Proficiency in Opera or similar property management systems.
• Ability to remain calm under pressure and handle guest complaints with diplomacy and care.
• Golden Keys (an advantage).
• Fluency in English (additional languages an advantage).

Guest Relations Consultant's main task is to ensure that the needs and requests of the Guests are met, and that each Guest has a memorable stay. This position has the responsibility of dealing with Guests daily. The duties include Guest handling as well as performing administration tasks. You are required to obtain reservation information and offer valuable information to Guest regarding accommodation, services, and activities. They will act as the Communications hub of the hotel, distributing information without delay to the relevant people and departments.

KEY FOCUS AREAS

• Perform the Reception functions related to all guest touch points, including guest interaction, hosting duties and administrative tasks.
• Obtain all required reservation information prior to arrival, following up on arrival details on the day.
• Meet and greet guests, perform the guest arrival experience including all amenities, welcome and check-in.
• Perform the guest departure experience, including payment of the account and obtaining keys where applicable, check out, lunch packs, and farewell.
• Offer guests information regarding all services, accommodation, and facilities.
• Ensure ultimate guest relations in the Hotel, ensuring that the personal attention level is maintained.
• Be present for the hosting of meals when required.
• Conduct periodic room checks and checks of the guest areas, ensuring that housekeeping standards are maintained.
• Effectively communicate reservation information and guest preferences/dietary requirements to all departments prior to arrival and throughout the stay.
• Communicate effectively within the company and property as well as with third parties (such as staff at the park gates, tour operators and travel agents, transfer companies, etc.
• Follow approved company and property sustainability practices as outlined in the MORE Sustainability Group Standards and related documents.
• Demonstrate flexibility and adaptability towards changing working hours and shifts according to the requirements of a 24-hour operation.

REQUIREMENTS - QUALIFICATIONS AND SKILLS

• Grade 12 and a qualification in Travel and Tourism will be an added advantage.
• A minimum of 1 year' experience in a similar position
• Sound knowledge of MS Office suite and ResRequest.
• Knowledge and experience of overall hospitality operations.
• Confident team Player with positive attitude, enthusiasm, and emotional control (People skills-tolerance, patience, and care.)
• Presentable and well spoken.
• South African or Valid Work Permit

MAXIMIZING YOUR IMPACT AS A MEMBER OF THE MORE FAMILY COLLECTION

• Excellent attention to detail.
• Guest focus philosophy, living the MORE brand and driving the MORE experience.
• Excellent communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.
• Excellent time management and self-discipline, interpersonal & solution seeking skills.
• Proactive, use initiative and creative flair when required.
• Committed and loyal, adaptable, and flexible.
• Must work accurately under pressure.
• People skills – tolerance, patience, and care, ability to receive constructive feedback openly.

We create opportunities and experiences for people to enrich their lives.

Our values guide our behaviours and how we act, and they help us find the right partnerships for growth:

Be AWARE (the "thoughtful" value)

Eyes and ears open

Arrive ready

Be human

Respond GENEROUSLY (the "more" value)

Always respond

Give more, do more

Have a mindset of abundance

Strength in DIVERSITY (the "family" value)

Act in harmony

Work together

Act inclusively

Make it BETTER (the "continuous improvement" value)

Positively influence

Keep learning

Own it

Additional Information

Job Number

Job CategoryRooms & Guest Services Operations

LocationAC Hotel Cape Town Waterfront, Dockrail Road, Foreshore, Cape Town, The Western Cape, South Africa, 8001

ScheduleFull Time

Located Remotely?N

Position Type Non-Management

POSITION SUMMARY

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Relations Officers take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Relations Officer makes transactions feel like part of the experience.

The Guest Relations Officer will respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Notify Loss Prevention/Security of any guest reports of theft.

CORE FUNCTION

• Responsible, along with Front Office Leadership, for Pre-arrival planning within the Empower GXP system.

• Identify Marriott Rewards Membership tiers and ensure teams are briefed on delivering upon those benefits.

• Respond to Guest Voice feedback from guests via the Marriott MGS page which includes all social media feedback via TripAdvisor, Expedia, Google, Agoda etc.

• Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.

• Meet and Greet Marriott Members on arrival.

• Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel.

• Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.

• Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Relations Officer will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Relations Officer – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Relevant work experience required.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

#LI-Onsite

At AC Hotels, we believe attention to detail is the greatest form of generosity we can offer. Whether it's the artful pour of a drink or the sleek, edited environment, AC Hotels and our family members believe that if we have time to make it, we have time to make it beautiful. Our guests recognize and appreciate the precise design of AC Hotels and the detail-oriented nature of our family members. If you are looking for true hospitality, AC Hotels offers the perfect environment. Family members express a global mindset and passion for detail. They present a natural curiosity to learn and try new things. Whether staying current with trends in art, technology, or design, family members are eager to share with guests and others.

Family members look to delight others and always ask themselves how they can improve the service experience. If this sounds like you, we invite you to explore career opportunities with AC Hotels. In joining AC Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Additional Information

Job Number

Job CategoryRooms & Guest Services Operations

LocationJohannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa, 2076

ScheduleFull Time

Located Remotely?N

Position Type Non-Management

POSITION SUMMARY

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest relations agents take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest relations agent makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest relations agents will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest relations agent – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Preference will be given to South African nationals in line with government employment policies.

#LI-WD1

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

We are looking for a well-presented Guest Relations Officer to join a dynamic team at a Luxury 5-star Wine Estate in the Cape Winelands.

Responsibilities:

• Welcome and introduce the lodge and spa experience to guests
• Handle guest check-ins and check-outs efficiently
• Communicate all relevant guest information to appropriate departments
• Assist guests with bookings, tours, transfers, and itinerary planning
• Manage the following: Daily itinerary documentation, Guest call logs, Incoming calls and guest concerns
• Support the reservations team with bookings and guest messages
• Conduct thorough handovers with the Night Auditor and early/late shift Guest Relations team
• Report any urgent issues or concerns to the manager on duty
• Perform night audit duties twice per month

Requirements:

• Certificate or diploma in Hospitality Management
• Minimum of 2–3 years' experience in a similar guest-facing role
• Strong computer literacy and excellent administrative abilities
• Genuine passion for the hospitality industry
• Exceptional interpersonal and communication skills—both written and verbal (in person and over the phone)
• Strong customer service orientation with excellent people skills
• Confident and comfortable interacting with high-profile clientele
• Well-groomed and professional appearance
• Friendly, approachable, and outgoing personality
• Naturally warm and welcoming demeanour
• Punctual, self-disciplined, and reliable
• Meticulous attention to detail
• Proactive and collaborative team player
• Must have reliable transport to and from work