Director of Guest Relations & Experience

Placements24; Cape Town; On-site; ZAR 1,200,000 - 2,500,000; Full time

Benefits offered by this job

Competitive remuneration with annual 0

Medical and dental insurance

Generous paid time off and holidays

Exclusive employee discounts on resort

Career growth in a global brand inCape

Job summary

Placements24 is seeking a Director of Guest Relations & Experience for a luxury beachfront resort in Cape Town. You will curate an unparalleled guest journey, leading Front Office, Concierge, and Guest Relations to ensure five-star service.

The role requires 6+ years in luxury hospitality, strong leadership, and mastery of PMS and CRM. You will develop personalized guest profiles, manage VIP services, monitor reviews, and drive loyalty, with a competitive package and growth within a global brand.

Qualifications

• 6+ years in guest relations or luxury hospitality front office management.
• Proven track record in guest satisfaction and loyalty metrics.
• Strong leadership and team management.
• Excellent communication, negotiation, and problem-solving.
• Experience with PMS and CRM systems.
• English fluency; additional languages are advantageous.
• Bachelor's degree in Hospitality Management or related field preferred.

Responsibilities

• Design and implement strategies to elevate guest experience from arrival to departure.
• Lead Front Office, Concierge, and Guest Relations teams.
• Develop personalized guest profiles to anticipate needs.
• Resolve escalated guest concerns with empathy and efficiency.
• Oversee loyalty programs to drive repeat business.
• Collaborate with departments for seamless service.
• Monitor online reviews and respond professionally.
• Analyze feedback to identify trends and improvements.
• Organize events and amenities for VIP guests.

Skills

Leadership

CRM

PMS

Guest engagement

Communication

Strategic thinking

Education

Bachelor's degree in Hospitality Management or related field

Tools

CRM software

PMS systems

Job description

About the Role

Our client is a luxury beachfront resort situated in the vibrant city of Cape Town, Western Cape, seeking an experienced and visionary Director of Guest Relations & Experience. This pivotal role is responsible for curating an unparalleled guest experience that aligns with the resort's five-star brand standards. You will be at the forefront of guest engagement, ensuring every visitor enjoys a seamless and memorable stay. This position demands exceptional interpersonal skills, a proactive approach to service excellence, and a deep understanding of the discerning traveler's needs within the Western Cape tourism market. The ideal candidate will lead initiatives to enhance guest satisfaction, manage VIP services, and drive positive online reviews and loyalty.

Key Responsibilities

• Design and implement innovative strategies to elevate the overall guest experience from arrival to departure.
• Manage the Front Office, Concierge, and Guest Relations teams, fostering a culture of proactive service.
• Develop and maintain personalized guest profiles and preferences to anticipate needs.
• Handle escalated guest concerns and complaints with empathy and efficiency, ensuring swift resolution.
• Oversee loyalty programs and initiatives to encourage repeat business and positive word-of-mouth referrals.
• Collaborate with other departments to ensure seamless service delivery across all touchpoints.
• Monitor online guest reviews and social media channels, responding professionally and constructively.
• Analyze guest feedback data to identify trends and areas for improvement in service delivery.
• Organize and manage special events and amenities for VIP guests.

Requirements

• A minimum of 6 years of progressive experience in guest relations, front office management, or a similar guest-facing role within the luxury hospitality sector.
• Demonstrated success in enhancing guest satisfaction and loyalty metrics.
• Exceptional leadership and team management capabilities.
• Excellent communication, negotiation, and problem-solving skills.
• Proficiency in hotel property management systems (PMS) and CRM software.
• A strong understanding of luxury service standards and guest expectations.
• Bachelor’s degree in Hospitality Management, Tourism, or a related discipline is preferred.
• Fluent in English and at least one other major international language is advantageous.

Benefits

• Highly competitive remuneration package with annual performance bonus.
• Extensive medical and dental insurance coverage.
• Generous paid time off and holiday benefits.
• Exclusive employee discounts on resort services and accommodations.
• Career growth opportunities within a globally recognized brand in beautiful Cape Town.