Guest Experience Manager - Luxury Hotel

Karen Tupper Recruitment; Wes-Kaap; On-site; ZAR 360,000 - 520,000; Full time

Job summary

Karen Tupper Recruitment is seeking a capable Front Office Manager for a luxury hotel in Cape Town. You will oversee guest experiences, handle VIP interactions, and ensure service excellence across breakfast and dinner service.

You will monitor guest feedback, conduct quality audits, and coordinate with Front Office and Concierge teams. The role requires strong leadership, English fluency and a professional, flexible approach to meet operational needs.

Qualifications

• South African citizenship residing in the Cape Town area.
• Matric/Grade 12 qualification.
• Diploma or degree in Hospitality Management advantageous.
• At least 3 years’ management experience in a five-star hotel environment.
• Fluent in English with excellent written and verbal communication skills.
• Proficiency in MS Office and Opera Cloud.
• Strong guest relations, sales, decision-making and conflict resolution skills.
• Excellent organisational abilities and the capacity to work under pressure.
• Well presented and flexible to meet operational requirements.

Responsibilities

• Oversee the guest experience throughout the hotel, ensuring consistent service excellence.
• Resolve guest complaints promptly and implement appropriate recovery plans.
• Welcome and engage with VIP and returning guests, ensuring personalised service.
• Maintain a strong presence during breakfast and dinner service.
• Conduct regular inspections of guest-facing areas to uphold cleanliness, maintenance and service standards.
• Support Front Office and Concierge operations when required.
• Monitor guest feedback, online reviews and satisfaction surveys to identify improvements.
• Conduct quality audits and communicate training needs to management.
• Promote room upgrades, hotel facilities, loyalty programmes and additional services.
• Assist with risk management, lost property and special guest requests.

Skills

Fluent English

Guest relations

Sales

Decision-making

Conflict resolution

Organisational skills

Pressure handling

Education

Matric / Grade 12

Diploma or degree in Hospitality Management (advantageous)

Tools

MS Office

Opera Cloud

Job description

Karen Tupper Recruitment is seeking a capable Front Office Manager for a luxury hotel in Cape Town. You will oversee guest experiences, handle VIP interactions, and ensure service excellence across breakfast and dinner service.

You will monitor guest feedback, conduct quality audits, and coordinate with Front Office and Concierge teams. The role requires strong leadership, English fluency and a professional, flexible approach to meet operational needs.