Guest Experience Manager

Placements24; Rustenburg; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Placements24 is seeking a Guest Experience Manager for a renowned hospitality group in Rustenburg, North West. The role blends on-site guest interaction with remote administration to ensure a seamless, memorable stay and exceptional service delivery.

The successful candidate will lead guest services, train staff, monitor feedback, and collaborate with Housekeeping, F&B, and Maintenance to enhance the guest journey. Hybrid work enables flexible planning and strategic development.

Qualifications

• Minimum of 3 years in a guest-facing role in hospitality with at least 1 year in supervision/management.
• Proven ability to deliver exceptional customer service and handle difficult situations.
• Strong understanding of hotel operations and guest service principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in PMS and CRM software.

Responsibilities

• Oversee and manage all aspects of guest services including front desk, concierge, and in-room services.
• Develop and implement strategies to enhance guest experience and loyalty.
• Train and mentor guest-facing staff on service standards and problem resolution.
• Monitor guest feedback and implement improvements.
• Handle inquiries, complaints, and special requests promptly and effectively.
• Personalize guest stays and create memorable moments.
• Collaborate with Housekeeping, F&B, and Maintenance to ensure a cohesive journey.
• Maintain knowledge of local attractions to assist guests.
• Analyze guest satisfaction data to identify trends and opportunities.
• Organize and execute special guest programs and amenities.

Skills

Customer service

Staff leadership

Interpersonal skills

Problem-solving

Communication

Teamwork

PMS proficiency

CRM software

Hospitality knowledge

Detail-oriented

Education

Hospitality Management qualification

Tools

PMS software

CRM software

Job description

About the Role

Our client, a renowned hospitality group, is seeking an enthusiastic and detail-oriented Guest Experience Manager for their property in Rustenburg, North West . This role is pivotal in ensuring that every guest enjoys an exceptional and memorable stay, going above and beyond to anticipate and fulfill their needs. You will be responsible for overseeing guest services, implementing service standards, and driving initiatives to enhance overall guest satisfaction. This is a hybrid position, requiring both on-site presence to engage directly with guests and staff, and remote work for administrative tasks and strategic planning. The ideal candidate possesses outstanding interpersonal skills, a proactive approach to problem-solving, and a genuine passion for hospitality. Join us in setting new benchmarks for guest care in the vibrant region of Rustenburg .

Key Responsibilities

• Oversee and manage all aspects of guest services, including front desk operations, concierge, and in-room services.
• Develop and implement strategies to enhance the overall guest experience and foster loyalty.
• Train and mentor guest-facing staff on service standards, etiquette, and problem resolution.
• Monitor guest feedback through various channels (surveys, reviews, direct interaction) and implement improvements.
• Handle guest inquiries, complaints, and special requests promptly and effectively.
• Proactively identify opportunities to personalize guest stays and create memorable moments.
• Collaborate with other departments (Housekeeping, F&B, Maintenance) to ensure a cohesive guest journey.
• Maintain up-to-date knowledge of local attractions and services to assist guests.
• Analyze guest satisfaction data to identify trends and areas for operational enhancement.
• Organize and execute special guest programs and amenities.

Requirements

• Minimum of 3 years of experience in a guest-facing role within the hospitality industry, with at least 1 year in a supervisory or management capacity.
• Proven ability to deliver exceptional customer service and handle difficult situations with professionalism.
• Strong understanding of hotel operations and guest service principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in property management systems (PMS) and customer relationship management (CRM) software.
• Ability to work effectively both independently and as part of a team.
• A proactive and detail-oriented approach to tasks.
• Flexible schedule, including availability to work evenings, weekends, and holidays as needed.
• A passion for hospitality and creating positive guest experiences.
• Relevant qualification in Hospitality Management or a related field is a plus.

Benefits

• Competitive salary and potential for performance-based incentives.
• Hybrid work arrangement providing flexibility.
• Opportunities for career advancement within the hospitality sector.
• Access to ongoing training and professional development.
• A supportive team environment in Rustenburg, North West .
• Discounts on services and accommodations within the group.
• Chance to make a tangible impact on guest satisfaction.