Guest Experience Manager

Placements24; Mossel Bay; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Discounted hotel stays

Dining benefits

Training & development

Job summary

Placements24 is seeking a Guest Experience Manager for a luxury boutique hotel in Mossel Bay. You will oversee the guest services team, drive loyalty initiatives, and personally ensure memorable stays by anticipating guest needs and resolving issues with grace.

The role requires 4+ years in guest-facing roles in luxury hospitality, outstanding communication, and proficiency with hotel software. English fluency is essential; additional languages are a plus.

Qualifications

• Minimum 4 years in a guest-facing role within luxury hospitality
• Bachelor degree advantageous
• Excellent communication and problem-solving abilities
• Fluency in English; additional languages a plus
• Proficiency with hotel systems and guest feedback tools
• Strong organizational skills and ability to multitask

Responsibilities

• Develop and implement strategies to enhance guest satisfaction and loyalty
• Oversee guest services team including concierge and front desk liaison
• Solicit, monitor, and respond to guest feedback across channels
• Personalize guest experiences by anticipating needs and preferences
• Address escalated guest issues and ensure timely resolutions
• Coordinate with hotel departments to maintain high service standards
• Develop guest recognition programs and loyalty initiatives
• Analyze guest satisfaction data to identify improvements
• Keep up with industry best practices in guest experience management

Skills

Customer service

Interpersonal skills

Problem solving

Communication

Multitasking

English fluency

Education

Bachelor's degree in Hospitality Management or related field

Tools

Hotel management software

Feedback analysis tools

Job description

About the Role

A leading boutique hotel situated in the picturesque coastal town of Mossel Bay, Western Cape , is actively seeking an exceptional Guest Experience Manager . This role is central to ensuring every guest enjoys a memorable and personalized stay, going above and beyond to anticipate needs and resolve any issues with grace and efficiency. The ideal candidate will possess a deep understanding of high-end hospitality, outstanding interpersonal skills, and a passion for service innovation. You will be responsible for overseeing guest services, managing feedback, developing service standards, and ensuring seamless coordination between departments to deliver an unparalleled guest journey. This is a wonderful chance to enhance guest satisfaction in a beautiful seaside location.

Key Responsibilities

• Develop and implement strategies to enhance overall guest satisfaction and loyalty.
• Oversee and manage the guest services team, including concierge and front desk liaison.
• Actively solicit, monitor, and respond to guest feedback across all channels.
• Proactively identify and address guest needs and preferences to personalize their experience.
• Handle escalated guest issues and complaints, ensuring timely and satisfactory resolutions.
• Collaborate with various hotel departments to ensure a consistent and high-quality service delivery.
• Develop and maintain guest recognition programs and loyalty initiatives.
• Analyze guest satisfaction data to identify trends and areas for improvement.
• Stay abreast of industry best practices in guest experience management.

Requirements

• Minimum of 4 years of experience in a guest-facing role within the luxury hospitality sector, with at least 2 years in a management or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• A genuine passion for delivering outstanding customer service and creating memorable experiences.
• Proficiency in using hotel management software and feedback analysis tools.
• Strong organizational skills and the ability to manage multiple priorities.
• Ability to remain calm and professional under pressure.
• Fluency in English; knowledge of additional languages is a plus.
• Bachelor's degree in Hospitality Management or a related field is advantageous.
• Must be adaptable and willing to work flexible hours, including weekends and public holidays.

Benefits

The offered compensation includes a competitive salary, potential for performance-based incentives, and a comprehensive benefits package. Employees will have access to ongoing training and professional development opportunities within the hospitality industry. Enjoy a beautiful working environment in Mossel Bay , along with other perks such as discounted hotel stays and dining. Join a dedicated team committed to excellence in guest service.