Guest Service Manager at Phoenix Recruitment

• Ultra-Luxury Hotel Group in Sea Point is looking for an experienced and polished Guest Services Manager to lead personalised guest service across its hotel properties.
• The successful candidate will oversee Guest Services and Butler operations, ensuring seamless arrivals, attentive service and memorable stays.

Duties:

• Lead daily Guest Services and Butler operations, ensuring consistent luxury service standards.
• Oversee guest arrivals, departures, welcome arrangements and personalised service throughout each stay.
• Coordinate VIP stays, special occasions, guest preferences and requests across departments.
• Guide the butler team in anticipating guest needs and delivering discreet, attentive service.
• Work closely with Front Office, Concierge, Housekeeping, Food & Beverage and other departments to ensure seamless service.
• Handle escalated guest concerns professionally and follow through on service recovery.
• Review guest feedback and identify opportunities to improve the guest experience.
• Recruit, train, coach and roster team members according to operational requirements.
• Maintain accurate guest profiles, handover records and service documentation.
• Support pre-opening planning, including service procedures, team training and operational readiness.
• Monitor team performance and uphold grooming, presentation and brand standards.
• Report guest service trends, operational challenges and improvement recommendations to the Operations Manager.

Requirements:

• A relevant hospitality qualification would be advantageous.
• At least 3+ years proven Guest Services management experience within an ultra-luxury hotel environment.
• International hospitality experience and experience within an international hotel brand.
• Hotel pre-opening experience.
• Experience managing butler services and personalised VIP guest experiences.
• Strong leadership, coaching and team management skills.
• Excellent communication, interpersonal and complaint-resolution skills.
• Sound knowledge of hotel operations and coordination between departments.
• Proficiency in hotel Property Management Systems and Microsoft Office.
• Exceptional attention to detail, discretion and cultural awareness.
• A polished, professional manner and a calm approach under pressure.
• Willingness to work shifts, weekends and public holidays.

Closing Date: 30 Nov 2026