Department Manager - Guest Services

From the moment our guests touch down, their journey is effortlessly seamless. Our Welcome services set the tone for an unparalleled experience - where every detail is handled with care, precision, and a personal touch.

This role manages our Meet & Greet team, who welcome international guests to South Africa and assists with airport logistics, including flight connections, transfers, car hire, foreign exchange, and relative services.

The position will be based at OR Tambo International Airport.

This is a dynamic, high-pressure environment where attention to detail, quick decision-making, and a passion for people are essential. If you enjoy fast-paced operations and leading a team that makes a meaningful first impression, this could be the opportunity for you!

What you will be responsible for:

• Lead and manage the Guest Services Team across Johannesburg and Cape Town.
• Oversee daily Meet & Greet airport operations, and ensure all bookings are accurately coordinated and executed.
• Plan and coordinate weekly staff schedules and airport assignments.
• Recruit, train, and maintain a reliable network of freelance Guest Services Officers to support operations during peak periods.
• Monitor operational performance and implement process improvements.
• Ensure compliance with SOPs, company policies, airport regulations, and SLAs.
• Liaise with internal departments, reservations consultants, and suppliers, to ensure seamless coordination of services.
• Resolve customer service issues, operational challenges, and last-minute booking amendments.
• Respond effectively to emergencies, flight disruptions, and unexpected operational changes.
• Monitor and respond to operational emails and urgent requests during and outside normal working hours, when required.
• Participate in the departmental emergency phone duty roster and remain available for urgent operational matters.
• Investigate operational incidents and implement corrective actions where necessary.
• Manage departmental petty cash, airport porterage funds, reconciliations, supplier payments, and invoice processing.
• Maintain accurate operational records, documentation, and financial controls.

What we are looking for:

• SA Citizen
• Based near OR Tambo International Airport (non-negotiable)
• Reliable own vehicle
• Flexibility to work extended hours, weekends, public holidays, and to be available after hours for urgent operational matters
• Proficiency in Microsoft Office and operational booking systems
• Strong understanding of tourism industry trends and seasonal demands
• Excellent logistics, forward-planning, organisational, and time management skills
• Strong accounting skills
• High level of integrity, accuracy, and attention to detail
• Strong leadership style with genuine care for people and team wellbeing
• Strategic thinker who can make sound decisions under pressure
• Ability to work independently while staying connected to the National Guest Services team