Five-Star Guest Experience Director - Cape Town

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

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.