Guest Experience Manager - Boutique Hotel

Placements24; Queenstown; Hybrid; NZD 65,000 - 95,000; Full time

Benefits offered by this job

Accommodation assistance

Professional development

Employee discounts

Dynamic work environment

Career advancement opportunities

Job summary

Placements24 is seeking a seasoned Guest Experience Manager for a boutique hotel in Queenstown, NZ. The role focuses on delivering a memorable, personalized stay, resolving issues promptly, and elevating service standards.

You will lead guest relations, coordinate requests, and drive initiatives across departments to enhance the guest journey. The ideal candidate has 4+ years in guest-facing roles, exceptional communication, and a proactive, service-driven mindset.

Qualifications

• At least 4 years in guest relations or front office.
• Proven track record of delivering exceptional service.
• Excellent communication and interpersonal skills.
• Ability to work flexible hours.

Responsibilities

• Oversee guest relations from arrival to departure.
• Understand guest needs and anticipate preferences.
• Handle inquiries, requests and complaints promptly.
• Personalize the guest experience and create memorable moments.
• Coordinate with Front Desk, Housekeeping and F&B for seamless service.
• Manage guest feedback channels and implement improvements.
• Organize special events and tailor experiences.
• Maintain detailed guest profiles for future visits.
• Ensure public areas and guest rooms meet high standards.
• Act as ambassador for the hotel and brand values.

Skills

Guest relations

Front office

Communication

Problem solving

Organizational skills

Education

Hospitality Management degree

Tools

PMS

Job description

About the Role

Our client, a charming and sophisticated boutique hotel located in the historic town of Queenstown, Eastern Cape, is seeking an experienced and passionate Guest Experience Manager. This role is central to ensuring every guest enjoys a memorable and personalized stay, upholding the hotel's reputation for exceptional service and attention to detail. The ideal candidate will have a deep understanding of luxury hospitality, outstanding interpersonal skills, and a proactive approach to guest satisfaction. You will be responsible for overseeing guest relations, coordinating special requests, resolving guest issues, and implementing initiatives to enhance the overall guest journey. This is a fantastic opportunity to contribute to a unique hospitality experience in Queenstown, fostering guest loyalty and driving positive reviews. You will be the primary point of contact for guests seeking tailored experiences and ensuring their needs are met with utmost care and efficiency. The role requires a genuine commitment to service excellence and a creative mindset.

Key Responsibilities

• Oversee all aspects of guest relations and ensure a high level of service delivery from arrival to departure.
• Proactively engage with guests to understand their needs and preferences, anticipating their requirements.
• Handle guest inquiries, requests, and complaints promptly and professionally, ensuring swift and satisfactory resolutions.
• Develop and implement strategies to personalize the guest experience and create memorable moments.
• Coordinate with various hotel departments (e.g., Front Desk, Housekeeping, F&B) to ensure seamless service delivery for guests.
• Manage guest feedback channels, including online reviews and internal surveys, and implement improvements based on insights.
• Organize special events and experiences for guests, such as tours, romantic dinners, or local excursions.
• Maintain detailed guest profiles and preferences to facilitate personalized service on future visits.
• Ensure all public areas and guest rooms meet the hotel's high standards of presentation and cleanliness.
• Act as an ambassador for the hotel, embodying its brand values and service philosophy.

Requirements

• A minimum of 4 years of experience in guest relations, front office management, or a similar guest-facing role within the hospitality industry.
• Proven track record of delivering exceptional customer service and handling guest issues effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational abilities and attention to detail.
• Proficiency in hotel property management systems (PMS).
• A degree or diploma in Hospitality Management or a related field is an advantage.
• Ability to work flexible hours, including evenings, weekends, and public holidays.
• A positive attitude, professional demeanor, and a genuine passion for service.
• Familiarity with the tourism and hospitality offerings in the Queenstown, Eastern Cape area is beneficial.
• Fluency in English; knowledge of additional local languages is a plus.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Accommodation assistance or provided housing.
• Opportunities for professional development and training.
• Employee discounts on hotel services and amenities.
• A dynamic and supportive work environment in a unique boutique hotel setting.
• Career advancement opportunities within a growing hospitality group.