Guest Experience & Operations Manager

Hospitality Hire SA; Cape Town; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Hospitality Hire SA seeks an experienced hotel guest relations manager to lead front-line teams in a premium Cape Town property. The role focuses on delivering exceptional guest experiences, managing VIP arrangements and ensuring smooth service recovery.

The ideal candidate has at least two years of management in a 4- or 5-star hotel, a hospitality qualification and strong communication skills in English. Flexibility for shifts is essential.

Qualifications

• 2 years of management experience in a 4 or 5 star hotel
• Hospitality diploma or degree preferred
• Strong guest relations and service recovery skills
• Excellent communication and interpersonal skills in English
• Fluency in an additional foreign language advantageous

Responsibilities

• Maintain a visible presence in guest areas, including restaurants, public spaces and conference facilities
• Deliver warm, personalised and attentive service throughout the guest journey
• Coordinate arrangements for VIP guests, returning guests and special celebrations
• Address guest concerns promptly and implement service recovery plans within 24 hours
• Build positive relationships with guests, agents and internal teams
• Support Front Office, Concierge and other departments during peak service periods
• Conduct regular spot checks of public areas and coordinate corrective action to maintain standards
• Monitor guest feedback and online reviews, identify opportunities to improve reputation and service performance
• Assist with risk management and guest communication during incidents or emergencies
• Coordinate lost and found enquiries with Security and keep guests informed
• Work with departmental managers on service improvements and staff training recommendations
• Encourage upselling of rooms, facilities and F&B outlets
• Uphold company values, brand expectations and service standards at all times
• Undertake additional duties in line with operational requirements

Skills

Guest relations

Conflict resolution

Team leadership

Time management

Attention to detail

Flexibility

Education

Hospitality diploma or degree

Tools

Opera PMS

Microsoft Office

Job description

Hospitality Hire SA seeks an experienced hotel guest relations manager to lead front-line teams in a premium Cape Town property. The role focuses on delivering exceptional guest experiences, managing VIP arrangements and ensuring smooth service recovery.

The ideal candidate has at least two years of management in a 4- or 5-star hotel, a hospitality qualification and strong communication skills in English. Flexibility for shifts is essential.