Operations & Guest Services Manager

Operations & Guest Services Manager

Boutique Hospitality Venue | Accommodation | Conferences | Weddings | Events

An established boutique hospitality and events venue on the East Rand is seeking an experienced, professional and hands-on Operations & Guest Services Manager to oversee the day-to-day operations of the property while delivering exceptional guest experiences.

This is a leadership role for someone who thrives in a dynamic hospitality environment and enjoys taking ownership of operations, guest satisfaction, accommodation, conferences and events. The successful candidate will lead by example, ensuring every guest receives outstanding service while maintaining the highest operational standards across the venue.

Key Responsibilities

• Oversee the daily operations of the venue, ensuring smooth and efficient service across all departments.
• Manage all guest enquiries via telephone, email and WhatsApp.
• Prepare quotations and proposals for accommodation, conferences, weddings and events.
• Manage accommodation bookings from enquiry through departure.
• Welcome guests and oversee all check-ins and check-outs.
• Conduct venue tours and client consultations.
• Coordinate conferences, weddings and events from planning through successful execution.
• Ensure exceptional guest service and prompt resolution of guest concerns.
• Oversee housekeeping standards, room readiness and overall property presentation.
• Coordinate suppliers, contractors and operational service providers.
• Assist with food and beverage operations when required.
• Manage stock levels, inventory and operational supplies.
• Oversee invoicing, deposits, payment schedules, POS transactions and daily reconciliations.
• Coordinate and supervise housekeeping, event and operational staff.
• Monitor maintenance requirements and ensure the property remains guest-ready at all times.
• Prepare weekly and monthly operational reports.
• Act as the primary after-hours contact for guests and operational emergencies when required.

Minimum Requirements

• Minimum 5 years' management experience in hospitality, accommodation, guest services or event operations.
• Proven leadership experience within a hotel, guest house, lodge, boutique venue or similar hospitality environment.
• Excellent organisational and time management skills.
• Outstanding customer service and communication skills.
• Strong administrative and computer skills, including Microsoft Office and hospitality booking systems.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail with excellent problem-solving abilities.
• Professional, confident and well-presented.
• Reliable, proactive and able to work independently.
• Valid driver's licence and own reliable transport.
• Willingness to work weekends, public holidays and flexible hours in line with operational requirements.

If you are passionate about hospitality, have a hands-on management style and are committed to delivering exceptional guest experiences, we would love to hear from you.

Salary: Market-related, based on qualifications and experience.

Please submit your CV together with a brief cover letter outlining your relevant hospitality management experience to jobs@graciagroup.co.za. Only shortlisted candidates will be contacted.

Work Location: In person