Guest Experience Manager

President Hotel; Cape Town; On-site; ZAR 420,000 - 620,000; Full time

Job summary

The President Hotel in Bantry Bay, Cape Town, seeks an experienced Guest Experience Manager to lead our Guest Experience team and inspire exceptional service throughout the hotel. You will own the guest journey from personalised arrivals to thoughtful follow-up after departure.

We value a visible, hands-on leader who connects with guests, supports the team, and collaborates across departments to deliver seamless service. Availability for shifts, weekends and holidays is required.

Qualifications

• Experience leading a Guest Experience or Guest Relations team in 4- or 5-star hotels.
• Hands-on OPERA PMS experience is essential.
• Excellent communication, interpersonal and leadership skills.

Responsibilities

• Lead and develop the Guest Experience team to deliver exceptional service across the guest journey.
• Be visible in guest areas, build relationships and personalise each stay.
• Coordinate VIP arrivals, group welcomes and personalised arrangements.
• Handle guest requests, enquiries, compliments and complaints promptly.
• Own guest concerns and follow through to resolution.
• Oversee guest profiling, pre-arrival planning, and post-departure follow-up.
• Manage guest communications via WhatsApp, email and calls with care.
• Collaborate with Housekeeping, Front Office, F&B, Maintenance and Reservations to ensure seamless service.

Skills

Guest Experience Leadership

Customer Service Excellence

Communication Skills

Problem Solving

Team Coordination

Shift Work Availability

Grooming & Presentation

Education

Matric Certificate (Grade 12)

Hospitality Management/Hotel School qualification (advantageous)

Tools

OPERA PMS

Microsoft Office

Job description

Exceptional hospitality grows through genuine connections, thoughtful service and experiences that guests remember. The President Hotel in Bantry Bay, Cape Town, is seeking an experienced Guest Experience Manager to lead our Guest Experience team and inspire exceptional service throughout the hotel. As we continue our journey toward luxury, you will take ownership of the guest journey, from personalised arrivals and VIP welcomes to thoughtful follow-up after departure. We need a visible, hands‑on leader who connects naturally with guests, supports the team and brings departments together to deliver seamless service. If you take pride in anticipating guest needs, resolving concerns with care and developing a team that makes every interaction count, this opportunity is for you.

MINIMUM REQUIREMENTS

• Matric Certificate (Grade 12).
• Hospitality Management or Hotel School qualification is advantageous.
• 3 to 5 years of experience as a Guest Experience Manager, Guest Relations Manager, Front Office Manager or in a similar leadership role within a 4-star or 5-star hotel.
• Previous experience leading a Guest Experience or Guest Relations team is essential.
• Strong hands‑on OPERA PMS experience is essential.
• Excellent computer literacy, including Microsoft Office.
• Outstanding communication, interpersonal and leadership skills.
• Strong problem‑solving, complaint resolution and service recovery abilities.
• Excellent organisational skills and the ability to manage multiple priorities.
• Detailed knowledge of Cape Town attractions, restaurants, activities and tourism offerings is advantageous.
• Availability to work shifts, weekends and public holidays.
• Professional grooming and presentation.
• Fully updated CV.

KEY RESPONSIBILITIES

• Lead and develop the Guest Experience team to deliver exceptional service throughout the guest journey.
• Remain visible in guest areas, build relationships and proactively identify opportunities to personalise each stay.
• Coordinate VIP arrivals, group welcomes, special occasions, room amenities and personalised arrangements.
• Ensure guest requests, enquiries, compliments and complaints are handled promptly and professionally.
• Take ownership of guest concerns and follow through to resolution.
• Oversee guest profiling, pre‑arrival planning, guest communications and post‑departure follow‑up.
• Manage guest communication through WhatsApp, email, courtesy calls and feedback channels.
• Work closely with Housekeeping, Front Office, Food and Beverage, Maintenance, Reservations and other departments to ensure seamless service.
• Maintain exceptional lobby presentation and regularly inspect public areas to ensure consistent hotel standards.
• Oversee Travel Desk partnerships, tours, transfers and personalised Cape Town experiences.
• Manage room allocations, VIP check‑ins, room moves and guest profile updates using OPERA PMS.
• Coach and mentor the team while promoting warmth, accountability and service excellence.

WHY JOIN THE PRESIDENT HOTEL

Join the team behind the Most Loved Hotel in Cape Town and be part of our journey toward luxury. Lead a team dedicated to personalised hospitality while shaping memorable stays for guests from around the world.

We offer a competitive salary, company contributions toward benefits and an outstanding team culture where you can contribute, grow and feel part of the team.