Guest Relations Manager

PURPOSE OF THE POSITION:

To lead and oversee Guest Relations & SPA operations to ensure exceptional guest experiences at every touchpoint. Manage inquiries, requests, and complaints effectively in line with O&L Persona. Achieve and exceed guest satisfaction targets while maximizing revenue.

QUALIFICATIONS & EXPERIENCE:

• Minimum National Diploma or Degree in Hospitality/Tourism or Hotel Management.
• 6-8 years of experience in guest relations, customer service, or hospitality management, preferably within the spa or wellness industry in a 4* or 5* lodge.
• Computer literate (MS Office/Office/Excel/PowerPoint)
• Proficiency in using the Opera Property Management System (PMS) and a deep understanding of its operational features.
• Experience in generating reports and analyzing data to improve operations and guest experiences.
• Knowledge of budgets, profit & loss, cost of sales, meeting suppliers, and coordinating stock deals with procurement.

KEY ACCOUNTABILITIES:

• Manage daily arrivals and departures, ensuring a seamless reservation process and prompt response to inquiries and requests.
• Direct Guest Relations operations to enhance the guest experience at all touchpoints, from pre-arrival to check-out.
• Design and implement processes that ensure that the department achieves breakthrough scores in Q&E audits (internal and external)
• Supervise and ensure that all guest profiles and statistics are captured accurately and timeously for every guest arrival.
• Control revenue and oversee financial performance to maximize profitability.
• Supervise billing procedures, cash handling, and stock-taking activities.
• Schedule staff working hours and manage overtime.
• Conduct regular performance evaluations and identify and address performance gaps to drive continuous improvement.
• Ensure that ER/IR issues are dealt with per the company code of conduct and culture.
• Embody the O&L Persona of "Authentic, Care, and Passionate" in all interactions, based on the Customer Experience Journey.
• Ensure adherence to HACCP, conduct daily hygiene walkabouts, complete the required checklists, and enforce the correct cleaning standards, health & safety standards, and operating equipment.

CLOSING DATE: 28 SEPTEMBER 2026