Guest Experience Manager

Placements24; Upington; Hybrid; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Health insurance

Employee discounts

Training & development

Flexible schedule

Job summary

Placements24 in Upington, Northern Cape, seeks a Guest Experience Manager to oversee guest satisfaction, address feedback, and uphold service standards across the hotel. You will act as a brand ambassador, collaborating with Front Office, F&B and Housekeeping to deliver an exceptional guest journey.

The ideal candidate has 3+ years in guest relations or hospitality, strong communication, and a proactive, detail-oriented approach.

Qualifications

• Minimum 3 years in guest relations or customer service in hospitality.
• Passion for delivering exceptional guest experiences.
• Excellent communication and problem-solving skills.
• Ability to remain calm under pressure.
• Familiarity with hotel operations and service standards.
• Proficiency with hotel management software and feedback platforms.
• Flexibility to work weekends and holidays.
• Degree in Hospitality Management or related field is advantageous.

Responsibilities

• Monitor guest satisfaction across channels and drive improvements.
• Engage with guests to anticipate needs and enhance experiences.
• Address complaints promptly and professionally.
• Maintain high service standards across all hotel touchpoints.
• Develop guest experience initiatives and improvements.
• Collaborate with Front Office, F&B, and Housekeeping for seamless service.
• Train staff on service excellence and guest engagement.
• Coordinate VIP guest requests and amenities.

Skills

Guest relations

Customer service

Interpersonal skills

Problem solving

Communication

Attention to detail

Hospitality software

Education

Diploma/Degree in Hospitality Management (advantageous)

Job description

About the Role

Our client, a highly-rated hotel, is seeking an enthusiastic and guest-focused Guest Experience Manager to join their team in Upington, Northern Cape . This role is dedicated to ensuring every guest enjoys an exceptional and memorable stay by proactively identifying and addressing their needs. You will be responsible for overseeing guest satisfaction initiatives, managing feedback, resolving issues, and implementing service standards that exceed expectations. The ideal candidate will possess outstanding interpersonal skills, a keen eye for detail, and a passion for delivering outstanding service. You will act as a brand ambassador, striving to create positive interactions and foster guest loyalty. This position requires a proactive approach and the ability to collaborate effectively with various hotel departments to ensure a cohesive guest journey. We are looking for someone who can elevate the guest experience and contribute to the hotel's reputation for excellence.

Key Responsibilities

• Monitor and manage guest satisfaction through various channels, including online reviews and direct feedback.
• Proactively engage with guests to anticipate needs and enhance their experience.
• Respond to and resolve guest complaints and concerns promptly and professionally.
• Implement and maintain high standards of guest service across all hotel touchpoints.
• Develop and execute guest experience improvement initiatives.
• Collaborate with department heads (Front Office, F&B, Housekeeping) to ensure seamless service delivery.
• Analyze guest feedback data to identify trends and areas for improvement.
• Train staff on service excellence and guest engagement best practices.
• Coordinate special requests and amenities for VIP guests.
• Maintain a visible presence throughout the hotel to interact with guests.

Requirements

• Minimum of 3 years of experience in guest relations, customer service management, or a similar role within the hospitality industry.
• Demonstrated passion for delivering exceptional guest experiences.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to remain calm and professional under pressure.
• Familiarity with hotel operations and service standards.
• Proficiency in hotel management software and customer feedback platforms.
• A proactive and detail-oriented approach to work.
• Ability to work flexible hours, including weekends and public holidays, as needed.A diploma or degree in Hospitality Management or a related field is advantageous.
• Based in or willing to commute to Upington, Northern Cape .

Benefits

• Competitive annual salary of R .
• Potential for performance-based bonuses.
• Comprehensive health insurance benefits.
• Opportunities for professional development and training.
• Employee discounts on hotel services and stays.
• A supportive team environment in the scenic Upington, Northern Cape .