Guest Relations Manager

Job description

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.

Desired profile

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).