Executive Concierge & Guest Relations Manager

Key Responsibilities

• Lead, mentor, and develop the Concierge Team to deliver world-class guest service.
• Ensure all guest requests, enquiries, and special arrangements are handled professionally and efficiently.
• Build and maintain strong relationships with local tourism providers, restaurants, transport companies, and entertainment venues.
• Coordinate VIP arrivals, departures, and special guest requirements.
• Manage luggage services, transportation arrangements, sightseeing bookings, and guest itineraries.
• Maintain comprehensive knowledge of local attractions, events, and services.
• Handle guest complaints and service recovery in a professional and timely manner.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Monitor departmental performance, guest feedback, and service quality metrics.
• Assist with budgeting, scheduling, staffing, and departmental administration.

Minimum Requirements

• Minimum 3–5 years' experience in a Concierge leadership role within a luxury or 5-star hotel environment.
• Hospitality qualification advantageous.
• Excellent knowledge of Cape Town attractions, tourism products, and guest services.
• Strong leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Computer literacy, including Microsoft Office and hotel property management systems.
• Valid driver's licence advantageous.
• Fluent in English; additional languages will be advantageous.