Guest Experience Manager - Kimberley

Placements24; Noord-Kaap; On-site; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Health and wellness benefits

Paid time off

Career development

Job summary

Placements24 in Kimberley is seeking a Guest Experience Manager to lead the guest services team at their premier leisure facility. You will set service standards, train staff, handle feedback, and drive the guest journey from arrival to departure.

The ideal candidate brings hospitality leadership, CRM savvy, and a passion for creating welcoming, efficient environments. This on-site role offers a competitive salary, benefits, and opportunities for professional development.

Qualifications

• Proven experience in hospitality management or guest relations leadership.
• Strong customer service principles and best practices in leisure/hospitality.
• Excellent leadership, communication, and interpersonal skills.

Responsibilities

• Oversee guest services and maintain high hospitality standards.
• Lead, train, and motivate the guest services team for consistent service.
• Develop and implement service protocols to enhance the guest experience.
• Manage guest feedback and resolve issues to ensure satisfaction.
• Monitor service quality and identify areas for improvement via feedback.

Skills

Hospitality leadership

CRM software proficiency

Customer service excellence

Staff training

Communication skills

Tools

CRM software

Office tools

Job description

About the Role

Our client is seeking a highly motivated and customer-centric Guest Experience Manager to lead the guest services team at their premier leisure facility in Kimberley . This role is crucial for ensuring every visitor has an exceptional and memorable experience, from arrival to departure. You will be responsible for setting service standards, training staff, handling guest feedback, and proactively identifying opportunities to enhance the overall guest journey. The ideal candidate is passionate about hospitality and excels at creating a welcoming and efficient environment.

Key Responsibilities

• Oversee all aspects of guest services, ensuring the highest standards of hospitality and customer care.
• Lead, train, and motivate the guest services team to deliver outstanding service consistently.
• Develop and implement service protocols and standards to enhance the guest experience.
• Manage guest feedback, resolving complaints and issues promptly and effectively to ensure satisfaction.
• Monitor service quality and identify areas for improvement through guest interactions and feedback analysis.
• Collaborate with other departments to ensure seamless coordination of services and events impacting guests.

Requirements

• Proven experience in hospitality management, guest relations, or a similar customer-facing leadership role.
• Strong understanding of customer service principles and best practices in the leisure industry.
• Excellent leadership, communication, and interpersonal skills.
• Ability to remain calm and effective under pressure, handling diverse guest needs.
• Proficiency in customer relationship management (CRM) software and standard office tools.
• A commitment to delivering exceptional service and creating positive guest memories.

Benefits

• Competitive annual salary based on experience and qualifications.
• Opportunity to work in a dynamic and customer-focused environment.
• Comprehensive health and wellness benefits.
• Generous paid time off and holiday allowances.
• Professional development opportunities within the hospitality sector.