Contract Guest Relations Manager | Sun International Vacancies
Job Description
Sun International Vacancies – Guest Relations Manager
Location: Sun City, North West
Company: Sun International
Job Type: Permanent
Job Sector: Hospitality
Job Purpose
The Guest Relations Manager at Sun International is responsible for overseeing, managing, and delivering an exceptional customer experience at the Concierge, Porte Cochere, and throughout the hotel operation. This role ensures adherence to internal (SOP) and external (grading) standards, resolves guest disputes and inquiries, and guarantees a professional and seamless experience in line with Sun International’s values and legislative requirements.
Key Performance Areas
Delivered Guest Relations Plan
- Develop guest relations objectives aligned with the Unit Rooms strategy.
- Communicate and implement customer experience initiatives across the hotel.
- Conduct risk analyses impacting short-term profitability.
- Delegate authority and accountability for service deliverables.
- Collaborate with Rooms Management for competitor analysis and service benchmarking.
- Drive new product and service enhancements.
- Manage operational and staffing resources effectively.
- Communicate promotions and strategies to staff and stakeholders.
- Create personalized service plans for VIP guests, including butlering services.
- Align initiatives with EE, SD, and procurement strategies to support BBBEE targets.
Shift Management
- Schedule staff and assign duties for optimal coverage.
- Oversee shift briefings, handovers, and reports.
- Ensure staff appearance and operational standards meet requirements.
- Monitor equipment and systems functionality.
- Report challenges and recommendations to management.
- Manage stock and equipment control per SOP.
- Complete accurate shift reports.
Guest Relations Standards & Governance
- Uphold guest relations standards and processes.
- Ensure compliance with health, safety, and environmental legislation.
- Implement control measures to mitigate business risks.
- Conduct quality assurance checks, including courtesy calls.
- Perform weekly inspections of guest and back-of-house areas.
- Collaborate with internal teams (maintenance, finance, HR, security) to address risks.
People Management
- Monitor staff attendance, leave, and policy adherence.
- Identify and address employee training needs.
- Provide coaching and development to build a talent pipeline.
- Ensure compliance with SOPs through quality checks.
- Manage employee relations and foster motivation.
- Conduct performance reviews and development discussions.
- Support staff with resources and obstacle removal.
- Recruit and onboard new team members.
Budget Management
- Develop and manage the Guest Relations budget, including:
- Annual budgeting
- PIP forecasting
- Capex planning
- Cost control
- Financial reporting for initiatives and campaigns
Customer Experience Management
- Ensure guests receive courteous and professional service.
- Address escalated complaints and provide solutions.
- Foster brand loyalty through exceptional engagement.
- Interact with guests to understand and fulfill requests.
- Train staff on promotions, product knowledge, and service standards.
- Gather post-promotion feedback for improvement.
- Ensure shift handovers include VIP guest details.
Education
- 3-Year Hotel School Diploma or equivalent National Qualification at Diploma level.
Experience
- Minimum 7 years in hospitality, including 3 years in management.
- Duty management experience preferred.
Skills and Knowledge
Core Behavioral Competencies
- Analytical thinking and attention to detail
- Decision-making and planning
- Influencing and advising
- Emotional resilience
- Conflict resolution and customer service
- Networking and relationship-building
- Innovation and improvement
- Team motivation and coaching
- Problem-solving and people management
Technical/Proficiency Competencies
- Hospitality industry expertise
- Quality assurance and product standards
- Strong written and verbal communication
- Proficiency in MS Office and Opera
- Business and financial acumen
- Report writing and Contract management
- Compliance with SHE regulations
- Multilingualism is advantageous
Equity
Preference will align with the Employment Equity Act (No. 55 of 1998) and Sun International’s recruitment policies.
POPI Statement
By applying, you consent to reference checks and processing of personal data per the Protection of Personal Information Act (POPIA). Unsuccessful applicants will not be contacted after one month post-closing date.
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How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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