Date Posted: 05 August 2025
Reference Number: SI-320
Location: Sun City, North West
Job Type: Permanent
Work Level: Junior Management
EE Position: Yes
Salary: Market Related
Closing Date: Not specified
ABOUT THE ROLE
The Guest Relations Manager at Sun City plays a vital role in delivering an exceptional, welcoming customer experience across key hotel areas including the Concierge and Porte Cochere. This position is responsible for overseeing team performance and ensuring that internal Standard Operating Procedures (SOPs) and external grading standards are consistently met. The role involves resolving guest disputes and queries efficiently while aligning service delivery with Sun City’s brand standards and legislative requirements.
This is a leadership role requiring a combination of hospitality expertise, strong communication skills, and a passion for delivering world-class guest experiences in a dynamic hotel environment.
KEY RESPONSIBILITIES
Delivered Guest Relations Plan
- Develop and implement guest relations objectives aligned with the Unit Rooms strategy.
- Facilitate effective communication and delivery of customer experience initiatives throughout the hotel.
- Conduct risk analyses focusing on short-term profit margins and operational impacts.
- Provide clear delegation of authority and accountability to team members for successful execution of deliverables.
- Collaborate with rooms management to conduct competitor analyses and benchmark customer service standards, including product and pricing comparisons.
- Propose and support new product and service enhancements to improve guest experience.
- Manage and allocate personnel and operational resources efficiently.
- Develop personalised service plans for VIP guests, including special arrangements such as butlering.
- Ensure alignment with Employment Equity (EE), Skills Development (SD), and procurement transformation strategies supporting BBBEE targets.
Shift Management
- Plan and schedule staff shifts and duties to guarantee sufficient operational coverage.
- Conduct shift briefings, handovers, and complete shift reports thoroughly.
- Supervise staff appearance and maintain the cleanliness and functionality of guest-facing areas and equipment.
- Report challenges and operational issues to management promptly.
- Manage stock and equipment in compliance with SOPs.
- Ensure accurate completion of shift reports.
Guest Relations Standards & Governance
- Monitor adherence to guest relations standards and hotel processes.
- Ensure compliance with current legislation related to health, hygiene, safety, and environmental requirements.
- Implement control measures and regular checks to mitigate risks to the business.
- Conduct quality assurance activities, including courtesy calls to guests.
- Perform weekly walkabouts to monitor the appearance and maintenance of front and back of house guest areas, including room inspections.
- Collaborate with internal departments such as maintenance, finance, HR, and security to identify and resolve risk areas.
People Management
- Manage staff employment conditions including attendance, absenteeism, and leave in line with company policies.
- Identify training needs and provide on-the-job coaching to close skills gaps and develop a strong succession pipeline.
- Conduct quality assurance calls and monitor adherence to SOPs.
- Handle employee relations within the department professionally.
- Facilitate effective communication and motivation among team members.
- Conduct performance contracting, reviews, and development discussions.
- Remove obstacles and provide resources to enhance team performance.
- Recruit and onboard new talent to strengthen the guest relations department.
Budget Management
- Develop and manage the guest relations budget, including forecasting and controlling expenditure.
- Oversee Planned Improvement Projects (PIP), Capex requirements, and cost management strategies.
- Prepare financial reports on guest relations campaigns and initiatives.
Customer Experience Management
- Ensure guests are treated with courtesy, respect, and professionalism at all times.
- Interact regularly with guests to provide exceptional service and resolve complaints or disputes.
- Support brand loyalty by delivering superior customer experiences aligned with Sun City’s values.
- Be present on the floor during service to handle client requests, special requirements, and complaints efficiently.
- Provide staff training on product knowledge, promotions, and facility use.
- Conduct post-promotion feedback sessions to ensure continual relevance and effectiveness.
- Ensure smooth shift handovers with comprehensive VIP guest information sharing.
Stakeholder Relationship Management
- Attend scheduled meetings and communicate operational objectives clearly to staff and external providers.
- Coordinate special guest requests and events with relevant departments to ensure seamless service delivery.
- Provide feedback and performance reports to senior management on challenges and achievements.
REQUIREMENTS
Education
- 3-Year Hotel School Diploma or equivalent National Qualification at Diploma level.
Experience
- Minimum 7 years’ experience in the hospitality industry with at least 3 years in a management role.
- Previous experience in duty management is an advantage.
Skills and Knowledge
Core Behavioural Competencies:
- Strong analytical and decision-making skills.
- Attention to detail and ability to evaluate data effectively.
- Excellent planning, influencing, and advisory skills.
- Emotional resilience and conflict resolution expertise.
- Exceptional customer service and networking abilities.
- Innovation and continuous improvement mindset.
- Strong motivational and coaching capabilities.
- Proficient problem-solving and people management skills.
Technical / Proficiency Competencies:
- In-depth corporate and industry knowledge.
- Quality assurance expertise.
- Comprehensive understanding of rooms product standards.
- Advanced communication skills (written and verbal).
- Proficiency in MS Office Suite and Opera PMS.
- Strong business and financial acumen.
- Skilled report writing and contract management.
- Knowledge of safety, health, and environmental legislation.
- Effective team planning and leadership.
- Additional international language skills are advantageous.
EQUITY & DIVERSITY STATEMENT
Preference will be given to candidates from designated groups as per the Employment Equity Act, No. 55 of 1998, and aligned with SISA internal recruitment policies and unit employment equity plans.
POPIA COMPLIANCE
By applying, candidates consent to the processing of personal information as defined by the Protection of Personal Information Act (POPIA) 4 of 2013. Reference checks will be conducted as part of the recruitment process. Applicants not contacted within one month of the closing date should consider their application unsuccessful.
WHY JOIN SUN CITY?
- Join a world-renowned hospitality and entertainment destination.
- Lead a motivated team delivering exceptional guest experiences.
- Work in a dynamic environment with opportunities for professional growth.
- Competitive, market-related salary package with career advancement potential.
HOW TO APPLY
If you meet the requirements and are passionate about leading guest relations excellence at Sun City, apply via the official recruitment portal below:
Only shortlisted candidates will be contacted.
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