Guest Experience Manager - Queenstown

Placements24; Queenstown; Hybrid; NZD 70,000 - 100,000; Full time

Benefits offered by this job

Health benefits

Meals on duty

Professional development opportunities

Job summary

Placements24 seeks a Guest Experience Manager for a hybrid role in Queenstown. You will oversee guest services on-site and handle remote administrative tasks, ensuring seamless stays and high guest satisfaction.

You will train staff, manage VIP requests, and coordinate with departments to deliver consistent service across the property.

Qualifications

• Minimum 3 years in guest relations, front office or customer service in hospitality.
• Strong communication and leadership abilities.
• Experience with guest feedback platforms and analysis.

Responsibilities

• Oversee daily guest services operations to ensure efficiency and satisfaction.
• Resolve guest complaints promptly and professionally.
• Develop strategies to enhance the guest experience.
• Train and mentor staff on service standards and best practices.
• Monitor guest feedback channels and implement improvements.
• Coordinate with hotel departments for seamless service delivery.
• Manage VIP guest requests and personal attention.
• Maintain knowledge of facilities and local attractions.
• Assist in service improvement initiatives.
• Ensure guest-facing areas are kept to a high standard.

Skills

Guest relations

Customer service

Communication

Leadership

PMS knowledge

Feedback analysis

Education

High school diploma

Hospitality degree

Tools

PMS software

Job description

About the Role

Our client, a highly-regarded hospitality establishment located in the scenic region of Queenstown , Eastern Cape, is seeking a dedicated and detail-oriented Guest Experience Manager. This role is fundamental to ensuring every guest enjoys an exceptional and seamless stay, from arrival to departure. You will be responsible for overseeing guest services, resolving issues promptly, and proactively anticipating guest needs. This is a hybrid position, requiring your presence on-site in Queenstown to manage operations and engage directly with guests, while also allowing for remote work on administrative tasks, planning, and data analysis. The ideal candidate possesses outstanding communication and problem-solving skills, a passion for service excellence, and a comprehensive understanding of hospitality best practices. You will play a key role in training staff to deliver consistent, high-quality service, thereby enhancing the hotel's reputation and guest loyalty. We are looking for an individual who can foster a culture of hospitality and ensure that every guest leaves with positive memories. Your contribution will directly impact guest satisfaction and return visits to our beautiful property in Queenstown . This role demands a proactive approach and a commitment to maintaining the highest service standards.

Key Responsibilities

• Oversee daily guest services operations, ensuring efficiency and guest satisfaction.
• Manage and resolve guest complaints and concerns in a timely and professional manner.
• Develop and implement strategies to enhance the overall guest experience.
• Train and mentor guest service staff on service standards and best practices.
• Monitor guest feedback channels (surveys, reviews) and implement necessary improvements.
• Coordinate with other hotel departments to ensure seamless service delivery.
• Manage VIP guest requests and ensure personalized attention.
• Maintain knowledge of hotel facilities, services, and local attractions in Queenstown .
• Assist in developing and executing service improvement initiatives.
• Ensure all guest-facing areas are maintained to a high standard.

Requirements

• Minimum of 3 years of experience in a guest relations, front office management, or customer service role within the hospitality industry.
• Proven ability to handle guest complaints and resolve issues effectively.
• Excellent communication, interpersonal, and leadership skills.
• Strong organizational and multitasking abilities.
• Knowledge of hotel operations and property management systems.
• Experience with guest feedback platforms and analysis.
• A passion for hospitality and delivering exceptional service.
• Ability to work effectively both on-site in Queenstown and remotely on assigned tasks.
• High school diploma or equivalent; a degree in Hospitality Management or a related field is a plus.
• Flexibility to work various shifts as needed, including weekends and public holidays.

Benefits

• This hybrid role offers a competitive annual salary of R , along with potential performance bonuses.
• Employees receive comprehensive health benefits, meals on duty, and opportunities for professional development.
• You will work in a stunning location in Queenstown , contributing to memorable guest experiences.
• The hybrid model provides a balance between on-site engagement and remote flexibility.
• Join a dedicated team committed to excellence in hospitality and enjoy the scenic beauty of the Eastern Cape.
• This is an excellent opportunity to advance your career in a supportive environment.