Guest Experience Manager

Placements24; Sandton; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Competitive annual salary

Performance-based bonuses

Comprehensive health and wellness

Professional development and training

Complimentary stays and discounts

Employee recognition programs

Job summary

Placements24 is assisting a luxury urban resort in Sandton, Gauteng, ZA to find a Guest Experience Manager. The role focuses on overseeing guest-facing services, resolving issues, and personalizing stays to elevate the guest journey.

You will collaborate with Front Office, Housekeeping, F&B and Concierge, lead the guest relations team, monitor satisfaction metrics, and drive continuous improvement while maintaining the resort's reputation for exquisite service.

Qualifications

• Minimum of 5 years of experience in guest relations, front office management, or a similar guest-facing role within luxury hospitality.
• Proven ability to manage guest feedback and resolve complex issues effectively.
• Exceptional interpersonal, communication, and problem-solving skills.
• Deep understanding of luxury service standards and guest expectations.
• Strong organizational skills and meticulous attention to detail.
• Ability to remain calm and professional under pressure.
• Proficiency with hotel management systems and guest feedback platforms.
• Flexibility to work varied shifts, including weekends and public holidays, as required in Sandton.
• A degree or diploma in Hospitality Management or a related field is preferred.
• A passion for creating memorable moments for guests.

Responsibilities

• Oversee and coordinate all guest services functions, ensuring a high level of satisfaction.
• Actively manage guest feedback, including reviews, surveys, and direct comments, implementing appropriate action plans.
• Proactively address and resolve guest issues and complaints with empathy and efficiency.
• Develop and implement initiatives to enhance the overall guest experience and personalize stays.
• Liaise with departments such as Front Office, Housekeeping, F&B, and Concierge to ensure cohesive service delivery.
• Train and guide staff on best practices for guest interaction and service recovery.
• Monitor guest satisfaction metrics and identify trends for service improvement.
• Ensure that all guest-facing areas and services meet the resort's luxury standards.
• Manage the guest relations team and ensure their performance aligns with service excellence goals.
• Stay abreast of industry trends and innovations in guest experience management.

Skills

Guest relations

Communication

Problem solving

Luxury service standards

Team leadership

Education

Hospitality Management degree/diploma

Tools

Hotel management systems

Guest feedback platforms

Job description

About the Role

Our client, a luxurious urban resort in Sandton, Gauteng, ZA, is seeking an exceptional and detail-oriented Guest Experience Manager. This role is pivotal in ensuring that every guest enjoys a seamless, memorable, and personalized stay. You will be responsible for overseeing all guest-facing services, managing guest feedback, resolving issues promptly, and proactively identifying opportunities to enhance the overall guest journey. The ideal candidate possesses a deep passion for hospitality, outstanding communication and interpersonal skills, and a proven ability to anticipate and meet guest needs. You will work closely with various hotel departments to maintain the highest standards of service excellence. This position requires a proactive approach, a commitment to continuous improvement, and the ability to lead by example, inspiring the team to deliver unparalleled guest satisfaction. We are looking for a dedicated professional who can uphold and elevate the resort's reputation for exquisite service.

Key Responsibilities

• Oversee and coordinate all guest services functions, ensuring a high level of satisfaction.
• Actively manage guest feedback, including reviews, surveys, and direct comments, implementing appropriate action plans.
• Proactively address and resolve guest issues and complaints with empathy and efficiency.
• Develop and implement initiatives to enhance the overall guest experience and personalize stays.
• Liaise with departments such as Front Office, Housekeeping, F&B, and Concierge to ensure cohesive service delivery.
• Train and guide staff on best practices for guest interaction and service recovery.
• Monitor guest satisfaction metrics and identify trends for service improvement.
• Ensure that all guest-facing areas and services meet the resort's luxury standards.
• Manage the guest relations team and ensure their performance aligns with service excellence goals.
• Stay abreast of industry trends and innovations in guest experience management.

Requirements

• Minimum of 5 years of experience in guest relations, front office management, or a similar guest-facing role within the luxury hospitality sector.
• Proven ability to manage guest feedback and resolve complex issues effectively.
• Exceptional interpersonal, communication, and problem-solving skills.
• A deep understanding of luxury service standards and guest expectations.
• Strong organizational skills and meticulous attention to detail.
• Ability to remain calm and professional under pressure.
• Proficiency with hotel management systems and guest feedback platforms.
• Flexibility to work varied shifts, including weekends and public holidays, as required in Sandton.
• A degree or diploma in Hospitality Management or a related field is preferred.
• A passion for creating memorable moments for guests.

Benefits

• Competitive annual salary of R .
• Performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and training in luxury service.
• Complimentary stays and discounts at affiliated properties.
• A stimulating and rewarding work environment.
• The chance to work at a world-class resort.
• Employee recognition programs.