Guest Experience Manager

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Bonuses potential

Accommodation assistance

Staff discounts

Career advancement

Job summary

Placements24 partners with a luxury boutique hotel in Paarl, Western Cape, to recruit a Guest Experience Manager who will own the guest journey from arrival to departure. You will set service standards, shape guest interactions, and create unforgettable experiences through personalised service.

Leading a team across departments, you will develop training programmes, monitor guest satisfaction metrics, manage guest feedback platforms, and anticipate guest needs.

Qualifications

• Minimum 6 years of hospitality management experience with guest relations focus.
• Proven ability to develop and implement guest service strategies.
• Strong interpersonal, communication, and leadership skills; luxury operations knowledge.

Responsibilities

• Design and implement strategies to enhance the overall guest experience across all touchpoints.
• Oversee guest relations, ensuring prompt and professional handling of inquiries and feedback.
• Develop and deliver training programs for staff focused on personalized service and guest engagement.
• Proactively identify and anticipate guest needs, offering tailored solutions and recommendations.
• Manage guest complaints and service recovery efforts effectively.
• Monitor guest satisfaction metrics and implement action plans for improvement.
• Collaborate with various hotel departments to ensure seamless service delivery.
• Stay abreast of luxury hospitality trends and best practices in guest experience management.
• Conduct regular service quality audits and provide constructive feedback.
• Create personalized experiences for VIP guests and special occasions.

Skills

Guest relations

Leadership

Communication

Problem-solving

Education

Hospitality management degree

Tools

PMS proficiency

Guest feedback platforms

Job description

About the Role

Our client, a luxury boutique hotel nested in the scenic Winelands of Paarl, Western Cape , is seeking an exceptional Guest Experience Manager to lead their team in delivering unparalleled service. This role is dedicated to curating every aspect of the guest journey, ensuring each visitor receives a personalized and memorable experience. You will be responsible for setting service standards, managing guest relations, overseeing staff training in guest engagement, and proactively addressing guest needs to exceed expectations. This is an ideal opportunity for a seasoned hospitality professional with a keen eye for detail and a genuine passion for guest satisfaction. Your commitment to excellence will shape the reputation of this exquisite establishment.

Key Responsibilities

• Design and implement strategies to enhance the overall guest experience across all touchpoints.
• Oversee guest relations, ensuring prompt and professional handling of inquiries and feedback.
• Develop and deliver training programs for staff focused on personalized service and guest engagement.
• Proactively identify and anticipate guest needs, offering tailored solutions and recommendations.
• Manage guest complaints and service recovery efforts effectively.
• Monitor guest satisfaction metrics and implement action plans for improvement.
• Collaborate with various hotel departments to ensure seamless service delivery.
• Stay abreast of luxury hospitality trends and best practices in guest experience management.
• Conduct regular service quality audits and provide constructive feedback.
• Create personalized experiences for VIP guests and special occasions.

Requirements

• A minimum of 6 years of experience in hospitality management, with a significant focus on guest relations or guest experience.
• Proven track record of developing and implementing successful guest service strategies.
• Exceptional interpersonal, communication, and leadership skills.
• Strong understanding of luxury hotel operations and service standards.
• Excellent problem-solving and conflict-resolution abilities.
• Proficiency in property management systems (PMS) and guest feedback platforms.
• A degree in Hospitality Management or a related field is preferred.
• Ability to work flexible hours, including weekends and holidays.
• A passion for creating positive and lasting guest impressions.
• Impeccable attention to detail and a refined presentation.

Benefits

• Our client offers a competitive salary, comprehensive benefits package, and outstanding opportunities for career advancement within a prestigious hospitality group.
• You will have the chance to work in a stunning location in Paarl, Western Cape , and be part of a dedicated team committed to excellence.
• Benefits include potential for bonuses, accommodation assistance, and staff discounts on hotel services and dining.
• This role provides a unique opportunity to shape the guest journey in a truly remarkable setting.