Department Manager - Guest Services

About the role

The Department Manager – Guest Services leads the Meet & Greet team that welcomes international visitors arriving at OR Tambo International Airport. This high‑pressure position ensures every touchpoint—from flight connections to car hire and foreign exchange—is handled with precision, creating a seamless first impression for guests.

Key responsibilities

• Lead and manage the Guest Services team across Johannesburg and Cape Town.
• Oversee daily Meet & Greet airport operations and coordinate all bookings.
• Plan weekly staff schedules, assign airport duties, and recruit freelance officers for peak periods.
• Monitor performance, implement process improvements, and ensure compliance with SOPs, airport regulations and SLAs.
• Liaise with internal departments, reservations consultants and suppliers to guarantee seamless service delivery.
• Resolve customer issues, handle emergencies, flight disruptions and last‑minute changes.
• Participate in emergency phone duty roster and respond to urgent operational matters outside regular hours.
• Manage petty cash, porterage funds, supplier payments, invoice processing and maintain accurate financial records.

Required profile

• South African citizen residing near OR Tambo International Airport.
• Own reliable vehicle and flexibility to work extended hours, weekends and public holidays.
• Strong leadership style with genuine care for team wellbeing.
• Strategic thinker capable of making sound decisions under pressure.
• High level of integrity, accuracy and attention to detail.

Required skills

• Proficiency in Microsoft Office.
• Experience with operational booking systems.
• Strong accounting skills.