Senior Guest Relations Officer Our Cape Joy team is looking for a Senior Guest Relations Officer. You will take ownership of the guest‑facing operation and guest experience lifecycle. You will act as the right hand to the General Manager, ensuring seamless service delivery, supervising housekeeping standards, managing reservations and financial administration, and resolving guest concerns with professionalism and discretion. This role requires a mature, proactive individual who can operate independently and lead by example. Key Responsibilities Guest Experience & Service Excellence Serve as the primary point of contact for guests from pre‑arrival to post‑departure, anticipating needs and personalising stays where possible. Proactively resolve guest complaints and service recovery situations with professionalism and judgment. Provide high‑level local recommendations and arrange exclusive experiences, dining, and transport for discerning guests. Housekeeping & Standards Oversight Supervise and coordinate housekeeping staff to ensure all rooms and public areas meet luxury cleanliness and presentation standards. Conduct regular room inspections and address maintenance or styling issues immediately. Train and mentor housekeeping team members on service expectations and attention to detail. Breakfast Service & Quality Control Oversee the preparation and presentation of breakfast service, ensuring consistency, quality, and adherence to brand standards. Step in to prepare or plate breakfast when required, particularly during busy periods or staff shortages. Reservations & Systems Management Manage all reservations, guest communications, and room allocations using Nightbridge (or similar PMS). Ensure accurate guest data entry and special request tracking. Financial Administration Handle daily invoicing, payment processing, and basic financial reconciliation using Zoho Books. Assist with petty cash control, supplier invoice verification, and end‑of‑day reporting. Sales & Marketing Initiatives Drive turnover with marketing and sales initiatives including promotions, bundles, local partnerships, social media execution, and advertisement. Identify opportunities to increase average spend per guest through up‑selling and add‑ons. Collaborate with management to develop and implement local marketing strategies. Transport & Logistics Coordination Arrange guest transport (airport transfers, local travel, tours) with trusted service providers, ensuring punctuality and guest satisfaction. Team Leadership & Shift Management Act as shift leader in the absence of the General Manager, delegating tasks and ensuring smooth daily operations. Identify operational inefficiencies and suggest improvements to management. Requirements Experience Minimum 4–6 years of front‑of‑house or guest relations experience in a luxury boutique hotel, guest house, or high‑end hospitality environment. Proven experience supervising housekeeping or guest facing teams. Demonstrated ability to handle guest complaints, service recovery, and VIP guest management independently. Systems & Technical Skills Essential: Proficiency with Nightbridge (or similar PMS such as Semper, ResRequest, or Opera). Essential: Working knowledge of Zoho Books (or similar accounting/invoicing software such as QuickBooks or Xero). Strong Microsoft Office skills (Word, Excel, Outlook, PowerPoint) for reporting and communication. Marketing & Sales Experience driving sales and marketing initiatives through promotions, social media and advertising (advantageous). Qualifications Hospitality diploma or degree (preferred but not essential if experience is strong). Additional certification in front office management, revenue management, or guest service excellence (advantageous). Kindly note that this is a live‑out position, that requires flexibility to work shifts, weekends and early mornings (Breakfast service starts early). How to Apply If you are interested, we would love to hear from you. Please send your CV and a brief cover letter (max 1 page) outlining: Your relevant experience in luxury hospitality Your proficiency with Nightbridge and Zoho Books Why you are ready for a senior guest relations role Send to: with the subject line: Senior Guest Relations Officer – (Your Name) #J-18808-Ljbffr