GUEST RELATIONS MANAGER
Afriski Mountain Resort invites applications from suitably qualified candidates for the position of Guest Relations Manager at its site at Mahlasela Pass.
The Guest Relations Manager plays a key role in ensuring exceptional guest experiences by managing guest services, addressing guest needs, and coordinating with internal departments to maintain high hospitality standards.
Job Responsibilities
You will:
• Oversee and manage guest relations operations to ensure a consistently high level of service
• Serve as the main point of contact for guest inquiries, concerns, and feedback
• Handle guest complaints and unexpected situations calmly and professionally
• Coordinate with front office, food service, housekeeping, and other departments to ensure seamless service delivery
• Maintain the resort’s reputation through proactive guest engagement and service recovery
• Ensure front‑desk and guest‑facing operations run smoothly and efficiently
Qualifications and Experience
Education
• Diploma in Tourism or Hospitality Management with a minimum of three (3) years’ experience in a similar role
• Associate’s or Bachelor’s degree in Hospitality and Tourism will be an added advantage
Experience
• 3–5 years’ experience in customer service, retail, or food service preferred
• Prior experience in guest relations or customer service roles within the hospitality industry is advantageous
Skills
• Communication Skills: Clear and effective communication with guests, staff, and management
• Multitasking Ability: Ability to manage calls, check‑ins, check‑outs, and guest inquiries simultaneously
• Customer Service Orientation: Creating a welcoming environment and responding promptly to guest needs
• Problem‑Solving Skills: Effectively managing complaints and unexpected situations while maintaining the resort’s reputation
• Technical Proficiency: Proficiency in reservation systems, property management software, and basic computer operations (e.g. eZee Absolute, Optimus)
• Attention to Detail: Accuracy in bookings, billing, and record‑keeping
• Professional Appearance: Maintaining a polished, approachable, and professional demeanor
• Time Management: Ability to prioritise tasks and maintain workflow during busy periods
• Team Collaboration: Strong ability to work across departments to support guest satisfaction
• Interpersonal Skills: Excellent interpersonal and organisational skills
• Adaptability: Ability to adjust to changing situations and guest needs while remaining positive