Guest Experience Leader - Hybrid (Hotel)

Placements24; Cape Town; Hybrid; ZAR 360,000 - 550,000; Full time

Benefits offered by this job

Performance bonus

Hybrid work arrangement

Medical aid and retirement fund

Professional development and training

Employee property discounts

Wellness programs

Job summary

Placements24 in Cape Town is seeking a proactive Guest Services Manager to lead the guest relations team and ensure outstanding experiences for all guests. The role blends on-site leadership with strategic remote oversight to elevate service standards across front desk, housekeeping, and F&B operations.

You will drive guest satisfaction, coordinate with multiple departments, and foster loyalty through exceptional service and proactive problem-solving in a dynamic hospitality environment.

Qualifications

• Minimum 3 years in a supervisory or management role within hotel guest services or front office.
• Strong understanding of hotel operations and guest relations management.
• Excellent communication, interpersonal, and problem-solving skills.

Responsibilities

• Lead and train the guest services team, fostering a culture of exceptional service and attention to detail.
• Develop and implement strategies to enhance the guest experience, manage feedback, and resolve complaints effectively.
• Oversee VIP guest services, special requests, and ensure seamless coordination with all hotel departments.
• Monitor guest satisfaction scores and implement improvements based on feedback and trends.
• Manage online reputation and respond to reviews on various platforms.
• Contribute to departmental budgeting and operational planning, with a focus on optimizing service delivery.

Skills

Leadership

Communication

Guest services

Operations management

Staff training

PMS

CRM tools

Team motivation

Tools

PMS

CRM software

Job description

Placements24 in Cape Town is seeking a proactive Guest Services Manager to lead the guest relations team and ensure outstanding experiences for all guests. The role blends on-site leadership with strategic remote oversight to elevate service standards across front desk, housekeeping, and F&B operations.

You will drive guest satisfaction, coordinate with multiple departments, and foster loyalty through exceptional service and proactive problem-solving in a dynamic hospitality environment.