About the Role

Our client, a distinguished luxury hotel brand, is seeking an exceptionally personable and professional Guest Relations Manager to join their fully remote guest services team. This critical role is responsible for ensuring an unparalleled guest experience from pre-arrival to post-departure, addressing guest needs with utmost care and efficiency. The ideal candidate is a natural problem‑solver, an excellent communicator, and possesses a deep passion for hospitality and exceeding guest expectations. Working remotely, you will be the primary point of contact for discerning guests, coordinating with on‑site teams to deliver seamless service. This is a fantastic opportunity to shape the guest experience from anywhere in Kimberley, Northern Cape, ZA and beyond, ensuring every interaction reflects the brand's commitment to excellence.

Key Responsibilities

- Serve as the primary point of contact for guests, addressing inquiries, requests, and concerns promptly and professionally.
- Proactively manage guest relationships to anticipate needs and enhance their overall experience.
- Coordinate with various hotel departments (front desk, housekeeping, F&B;, etc.) to ensure guest requests are fulfilled efficiently.
- Handle guest feedback and complaints, implementing effective resolution strategies to ensure satisfaction.
- Develop and maintain guest profiles, noting preferences and special requirements for future stays.
- Assist with pre‑arrival arrangements and special requests to personalize guest stays.




- Conduct post‑stay follow-ups to gather feedback and foster loyalty.
- Maintain a high level of knowledge about hotel services, facilities, and local attractions.
- Contribute to the continuous improvement of guest service standards.

Requirements

- Minimum of 4 years of experience in guest relations, front office, or a similar customer‑facing role within the hospitality industry.
- Proven ability to handle guest inquiries and resolve issues with empathy and professionalism.
- Exceptional communication, listening, and interpersonal skills.
- Strong organizational skills and attention to detail.
- Proficiency in using hotel management software and CRM systems.
- Ability to multitask and manage time effectively in a remote work environment.
- A genuine passion for service excellence and creating memorable guest experiences.
- Must be self‑motivated, resourceful, and able to work independently with minimal supervision.
- Fluency in English is essential; additional languages are a plus.
- A calm demeanor and ability to handle stressful situations gracefully.

Benefits

- Competitive salary and performance‑based incentives.
- Comprehensive medical and dental coverage.
- Opportunities for professional development and career advancement within guest services.
- Employee discounts on hotel stays and dining globally.
- Versatile remote work schedule.
- Home office setup support.
- Access to online training modules and workshops.
- A supportive and collaborative virtual team environment.

📌 Guest Relations Manager (Kimberley)
🏢 Placements24
📍 Kimberley