Guest Experience Manager

Belmond; Cape Town; On-site; ZAR 600,000 - 980,000; Full time

Benefits offered by this job

Competitive salary

Loyalty programs

Wellness programs

Job summary

Belmond Mount Nelson in Cape Town is seeking a Guest Experience Manager to lead personalized guest services and ensure memorable stays. You will act as a single point of contact, coordinate teams, and drive service excellence throughout the guest journey.

The role requires 3–4 years in luxury hospitality, a diploma or degree, and fluency in English. Knowledge of additional languages is a plus, with a focus on presentation and hospitality standards.

Qualifications

• Diploma or degree from a reputable institution.
• 3–4 years of experience in a similar luxury hospitality role.
• Proven work experience at mid- to senior-level hospitality management position.
• Proficiency in English; knowledge of other languages is a plus.
• Strong sense of responsibility and professional presentation.
• Familiarity with luxury standards.

Responsibilities

• Provide exceptional experiences for guests throughout their stay.
• Act as a One Point Contact for guests and collect feedback.
• Monitor daily bookings and ensure rooms are prepared and checked prior to check-in.
• Coordinate and manage communication between guests and the team to resolve concerns.
• Inform guests of hotel services, facilities, and dining options.
• Promote all hotel amenities, conveniences, and programs offered.
• Liaise with Housekeeping and Food & Beverage teams to enhance the guest experience.

Skills

English proficiency

Customer service

Hospitality mindset

Education

Diploma/degree

Job description

As a Guest Experience Manager at Mount Nelson, you are part of a collective that crafts memorable guest experiences through exceptional customer service and personalized assistance. If you're looking to develop your skills and be part of the future of luxury, this is your moment!

Responsibilities

• Provide exceptional experiences for guests throughout their stay.
• Act as a One Point Contact for guests and constantly interact with guests to collect feedback.
• Monitor daily bookings and ensure rooms are prepared and checked prior to check‑in.
• Coordinate and manage communication between guests and the team, following up to resolve guest concerns.
• Inform guests of hotel services, including facilities and dining options.
• Promote all hotel amenities, conveniences, and programs offered.
• Liaise with Housekeeping and Food & Beverage teams to enhance the guest experience.

Requirements

• Diploma or degree from a reputable institution.
• Minimum 3–4 years of experience in a similar role in the luxury hospitality sector.
• Proven work experience at a mid- to senior-level hospitality management position.
• Proficiency in English; knowledge of other languages is a plus.
• Strong sense of responsibility and professional presentation.
• Familiarity with hospitality industry's luxury standards.

Benefits

• Competitive basic salary and benefits.
• Loyalty and recognition reward programs.
• Employee Assistance and Wellness programs.

At Mount Nelson, we foster a culture built on kindness, active listening, and genuine connections with colleagues and guests. We offer a comprehensive range of compensation, perks, and benefits to support your growth and well‑being. Join us and help create unforgettable moments for guests, communities, and teammates.