Guest Experience Manager

Placements24; East London; Vor Ort; ZAR 520.000 - 780.000; Vollzeit

Benefits dieser Stelle

Medical aid

Retirement fund

Staff discounts

Professional development

Zusammenfassung

Placements24 in East London is seeking a passionate Guest Experience Manager to oversee guest services from arrival to departure, ensuring a memorable stay. You will collaborate with Housekeeping, F&B, Sales to tailor experiences, train staff, and address guest feedback with proactive resolutions.

The role requires strong leadership, exceptional communication, and a calm, professional demeanor under pressure.

Qualifikationen

• Minimum of 6 years in hospitality, with at least 3 years in guest relations or guest experience role.
• Proven ability to deliver exceptional customer service and handle guest feedback.
• Bachelor's degree in Hospitality Management preferred.

Aufgaben

• Develop and implement strategies to enhance guest experience and satisfaction.
• Oversee the guest services team, including reception, concierge, and bell staff.
• Proactively engage with guests to anticipate needs and resolve issues.
• Monitor online reviews and guest feedback and implement improvements.
• Collaborate with Housekeeping, F&B, and Sales to ensure a cohesive guest journey.
• Personalize stays through special arrangements and recognition programs.
• Train staff on service standards, communication, and problem-solving.

Kenntnisse

Interpersonal skills

Attention to detail

Leadership

Customer service

Problem-solving

Communication

Ausbildung

Bachelor's degree in Hospitality Management

Jobbeschreibung

About the Role

Our client, a highly-rated beachfront hotel in East London , is seeking an enthusiastic and dedicated Guest Experience Manager. This role is paramount in ensuring that every guest enjoys an exceptional and memorable stay. You will be responsible for overseeing guest services, from arrival to departure, proactively identifying and addressing guest needs, and implementing strategies to enhance overall guest satisfaction. The ideal candidate will possess outstanding interpersonal skills, a keen eye for detail, and a passion for delivering unparalleled hospitality. You will work closely with various hotel departments to ensure a seamless and personalized experience for all visitors to East London .

Key Responsibilities

Develop and implement strategies to enhance the overall guest experience and satisfaction. Oversee the guest services team, including reception, concierge, and bell staff, ensuring high service standards. Proactively engage with guests to anticipate needs and resolve any issues or complaints promptly. Monitor online reviews and guest feedback, implementing action plans for improvement. Ensure all guest-related policies and procedures are implemented effectively. Collaborate with other hotel departments (Housekeeping, F&B, Sales) to ensure a cohesive guest journey. Personalize guest stays through special arrangements, recognition programs, and attention to detail. Stay informed about local attractions and services to provide recommendations to guests. Train staff on service standards, communication skills, and problem-solving techniques. Contribute to creating a welcoming and memorable atmosphere for all guests.

Requirements

Minimum of 6 years of experience in hospitality, with at least 3 years in a guest relations, front office management, or guest experience role. Proven ability to deliver exceptional customer service and handle guest feedback effectively. Excellent communication, interpersonal, and problem-solving skills. Strong understanding of hotel operations and different department functions. A passion for hospitality and a genuine desire to create positive guest experiences. Ability to work flexible hours, including weekends and holidays, in East London . Proficiency in hotel management software and customer feedback platforms. Bachelor's degree in Hospitality Management or a related field is preferred. Demonstrated leadership skills and the ability to motivate a team. A calm and professional demeanor under pressure.

Benefits

Our client offers a competitive salary, with annual performance reviews and potential for salary increases. Comprehensive medical aid and a retirement fund are included. Opportunities for professional development, including advanced customer service training and leadership programs, are available. Staff receive discounts on hotel services and dining. This role offers the chance to shape the guest journey at a prime location in East London and be a key player in the hotel's success.