Guest Experience Lead — Luxury Hospitality

Placements24; Mossel Bay; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Discounted hotel stays

Dining benefits

Training & development

Job summary

Placements24 is seeking a Guest Experience Manager for a luxury boutique hotel in Mossel Bay. You will oversee the guest services team, drive loyalty initiatives, and personally ensure memorable stays by anticipating guest needs and resolving issues with grace.

The role requires 4+ years in guest-facing roles in luxury hospitality, outstanding communication, and proficiency with hotel software. English fluency is essential; additional languages are a plus.

Qualifications

• Minimum 4 years in a guest-facing role within luxury hospitality
• Bachelor degree advantageous
• Excellent communication and problem-solving abilities
• Fluency in English; additional languages a plus
• Proficiency with hotel systems and guest feedback tools
• Strong organizational skills and ability to multitask

Responsibilities

• Develop and implement strategies to enhance guest satisfaction and loyalty
• Oversee guest services team including concierge and front desk liaison
• Solicit, monitor, and respond to guest feedback across channels
• Personalize guest experiences by anticipating needs and preferences
• Address escalated guest issues and ensure timely resolutions
• Coordinate with hotel departments to maintain high service standards
• Develop guest recognition programs and loyalty initiatives
• Analyze guest satisfaction data to identify improvements
• Keep up with industry best practices in guest experience management

Skills

Customer service

Interpersonal skills

Problem solving

Communication

Multitasking

English fluency

Education

Bachelor's degree in Hospitality Management or related field

Tools

Hotel management software

Feedback analysis tools

Job description

Placements24 is seeking a Guest Experience Manager for a luxury boutique hotel in Mossel Bay. You will oversee the guest services team, drive loyalty initiatives, and personally ensure memorable stays by anticipating guest needs and resolving issues with grace.

The role requires 4+ years in guest-facing roles in luxury hospitality, outstanding communication, and proficiency with hotel software. English fluency is essential; additional languages are a plus.