Guest Experience Leader – Elevate Service & Loyalty

Placements24; Upington; Hybrid; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Health insurance

Employee discounts

Training & development

Flexible schedule

Job summary

Placements24 in Upington, Northern Cape, seeks a Guest Experience Manager to oversee guest satisfaction, address feedback, and uphold service standards across the hotel. You will act as a brand ambassador, collaborating with Front Office, F&B and Housekeeping to deliver an exceptional guest journey.

The ideal candidate has 3+ years in guest relations or hospitality, strong communication, and a proactive, detail-oriented approach.

Qualifications

• Minimum 3 years in guest relations or customer service in hospitality.
• Passion for delivering exceptional guest experiences.
• Excellent communication and problem-solving skills.
• Ability to remain calm under pressure.
• Familiarity with hotel operations and service standards.
• Proficiency with hotel management software and feedback platforms.
• Flexibility to work weekends and holidays.
• Degree in Hospitality Management or related field is advantageous.

Responsibilities

• Monitor guest satisfaction across channels and drive improvements.
• Engage with guests to anticipate needs and enhance experiences.
• Address complaints promptly and professionally.
• Maintain high service standards across all hotel touchpoints.
• Develop guest experience initiatives and improvements.
• Collaborate with Front Office, F&B, and Housekeeping for seamless service.
• Train staff on service excellence and guest engagement.
• Coordinate VIP guest requests and amenities.

Skills

Guest relations

Customer service

Interpersonal skills

Problem solving

Communication

Attention to detail

Hospitality software

Education

Diploma/Degree in Hospitality Management (advantageous)

Job description

Placements24 in Upington, Northern Cape, seeks a Guest Experience Manager to oversee guest satisfaction, address feedback, and uphold service standards across the hotel. You will act as a brand ambassador, collaborating with Front Office, F&B and Housekeeping to deliver an exceptional guest journey.

The ideal candidate has 3+ years in guest relations or hospitality, strong communication, and a proactive, detail-oriented approach.