Guest Services Manager

Franschhoek Wine Tram is a leading tourism and hospitality destination, dedicated to delivering exceptional guest experiences. We are passionate about creating unforgettable memories and are looking for an experienced and enthusiastic Guest Services Manager to join our dynamic team.

Role Overview

As the Guest Services Manager, you will be responsible for leading our guest-facing operations and ensuring exceptional service delivery across the business. You will oversee the daily coordination of guest services, operational teams, and tour activities while maintaining the high standards associated with the Franschhoek Wine Tram brand.

Key Responsibilities

• Lead, mentor, and develop guest-facing and operational teams.
• Ensure exceptional customer service and guest satisfaction at every touchpoint.
• Handle guest enquiries, complaints, and special requests professionally and efficiently.
• Monitor service standards and implement continuous improvements.
• Coordinate daily guest services, tour operations, and staffing requirements.
• Collaborate with internal departments and external partners to ensure seamless service delivery.
• Conduct staff training, coaching, and performance management.
• Prepare operational reports and maintain service quality standards.
• Ensure compliance with company policies, procedures, and health and safety requirements.

Requirements

• Minimum of 5 years' management experience in tourism, hospitality, or customer service.
• Qualification in Hospitality, Tourism, Business Management, or a related field (preferred).
• Strong leadership and people management skills.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Passion for delivering outstanding guest experiences.
• Proficient in Microsoft Office, particularly Excel.
• Experience with hospitality or reservation systems is advantageous.
• Fluent in English and Afrikaans.
• Valid driver's licence and own reliable transport.
• Willing to work weekends and public holidays.
• Reside in, or be willing to relocate to, Franschhoek, Paarl, or the surrounding areas.

If you're passionate about hospitality, committed to service excellence, and enjoy leading high-performing teams, we invite you to apply and become part of one of South Africa's premier tourism experiences.

Ability to commute/relocate:

• Franschhoek, Western Cape: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelors (Required)

Work Location: In person