Guest Experience and Services Manager

O'Two Hotels; Guest (AL); On-site; USD 55,000 - 85,000; Full time

Job summary

O’Two Hotels seeks a polished Guest Experience and Services Manager to shape the guest journey across Terra by O’Two and Mar by O’Two. This role leads arrival, stay, recovery, and departure touchpoints with a focus on personal, thoughtful, luxury service.

Responsibilities include overseeing Guest Service Agents and Concierge teams, monitoring guest feedback, and coordinating with Housekeeping, Reservations, F&B, Spa, Security and Engineering to resolve guest needs with seamless excellence.

Qualifications

• Minimum 4 to 5 years’ guest experience in front office, guest relations or rooms division with leadership responsibility.

Responsibilities

• Lead guest experience standards across arrival, check-in, stay touchpoints, occasions, recovery and departure.
• Oversee Guest Service Agents, Telephone Operators, Concierge and related guest service functions as required.
• Monitor guest feedback, reviews, preferences, complaints and recovery actions with fast follow-through.
• Drive guest recognition, personalisation, VIP handling, amenities and special request coordination.
• Partner with Housekeeping, Reservations, F&B, Spa, Security and Engineering to resolve guest needs seamlessly.
• Coach the team on tone, warmth, product knowledge and luxury service detail.
• Maintain service standards, daily briefings, guest traces, handovers and operational communication.
• Support pre-opening guest journey mapping, team training and SOP implementation.

Skills

Emotional intelligence

Leadership

Attention to detail

Guest recovery

English communication

Tools

Protel PMS

Job description

Careers | Executive Leadership | Guest Experience

Full Time

Guest Experience and Services Manager

Purpose of Position

O’Two Hotels is seeking a polished, emotionally intelligent and service-led Guest Experience and Services Manager to shape the guest journey across Terra by O’Two and Mar by O’Two. This role leads the guest-facing rhythm of arrival, stay, recovery, recognition, concierge coordination and departure, ensuring every interaction feels personal, thoughtful and beautifully controlled.

Key responsibilities

• Lead guest experience standards across arrival, check-in, stay touchpoints, special occasions, recovery and departure.
• Oversee Guest Service Agents, Telephone Operators, Concierge and related guest service functions as required.
• Monitor guest feedback, reviews, preferences, complaints and recovery actions with fast, visible follow-through.
• Drive guest recognition, personalisation, VIP handling, amenities and special request coordination.
• Partner with Housekeeping, Reservations, F&B, Spa, Security and Engineering to resolve guest needs seamlessly.
• Coach the team on tone, warmth, confidence, product knowledge and luxury service detail.
• Maintain service standards, daily briefings, guest traces, handovers and operational communication.
• Support pre-opening guest journey mapping, team training and SOP implementation.

Essential

Required Qualifications

• Minimum 4 to 5 years’ guest experience, front office, guest relations or rooms division experience, with leadership responsibility.
• Must currently hold a similar role within a 4-star luxury or 5-star luxury hotel environment.
• Protel PMS experience is essential.
• Strong experience with VIP guests, guest recovery, team leadership and luxury service standards.
• Excellent written and verbal English communication skills.
• Must be eligible to work in South Africa.

Preferred

• Experience in an international or internationally branded hotel environment will be highly advantageous.
• Experience with hotel pre-opening, concierge services or butler-style service will be advantageous.
• Additional languages will be beneficial.

Key Competencies & Skills

• High emotional intelligence and polished presence.
• Strong leadership with a calm, solution-focused style.
• Obsessed with detail without losing warmth.
• Excellent recovery instinct and follow-through.
• Able to turn guest preferences into memorable moments.

What We Offer

• The opportunity to be part of O’Two Hotels as we grow into two distinct worlds: Terra by O’Two and Mar by O’Two.
• A professional luxury hospitality environment where human touch, uncompromising detail and collective success matter.
• Exposure to hotel pre-opening activity, operational growth and cross-department collaboration where relevant.
• Ongoing learning, development and career growth.
• A culture built around our team promise: Transform. Grow. Thrive with Pride.

Closing Date

Closing date: 31 July 2026

O’Two Hotel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.