Head of Guest Experience

Vineyard, Oude Werf and Stellenbosch Hotels by Petousis; Cape Town; In loco; ZAR 1.004.000 - 1.451.000; Tempo pieno

Descrizione del lavoro

The Vineyard Hotel in Newlands, Cape Town, seeks a seasoned Head of Guest Experience to lead Guest Experience, Reservations, Front Office and Night Audit. Reporting to the General Manager, the role delivers bespoke guest journeys while driving commercial performance and continuous improvement.

The incumbent will drive strategy, coach managers, optimise revenue, and foster cross-department collaboration to elevate service excellence. SA citizenship required.

Competenze

• Hospitality diploma or degree (NQF Level 6 or above).
• Minimum five years' senior management experience within a 4- or 5-star hotel.
• Proven experience managing multiple hotel departments and leading departmental managers.
• Strong knowledge of Front Office, Reservations, Night Audit and guest experience operations.
• Demonstrated commercial acumen, financial management and leadership capability.
• Experience developing guest experience strategies, analysing guest feedback and driving service improvements.
• Applicants must be a South African Citizen. Appointment will be subject to checks.

Mansioni

• Lead and implement the hotel's guest experience strategy, ensuring exceptional service standards and memorable guest journeys.
• Provide strategic and operational leadership across Guest Experience, Reservations, Front Office and Night Audit.
• Drive revenue optimisation, financial performance, operational efficiency and risk management.
• Lead, coach and develop departmental managers and high-performing teams.
• Champion innovation, cross-departmental collaboration and continuous improvement in guest satisfaction.

Conoscenze

Guest Experience

Commercial Management

Leadership

Strategic Thinking

Stakeholder Engagement

Service Improvement

Planning

Hospitality Systems Proficiency

Formazione

Hospitality Diploma or relevant degree

Strumenti

Opera Cloud

Guest Feedback Platforms

Reporting Tools

Descrizione del lavoro

Head of Guest Experience | Newlands, Cape Town

(Monthly Paid – CTC)

The Vineyard Hotel is seeking an experienced and commercially astute Head of Guest Experience to lead our Guest Experience, Reservations, Front Office and Night Audit functions.

Reporting to the General Manager, this senior leadership role is responsible for delivering exceptional, personalised guest experiences while driving operational excellence, commercial performance and a culture of continuous improvement.

Key Accountabilities:

• Lead and implement the hotel's guest experience strategy, ensuring exceptional service standards and memorable guest journeys.
• Provide strategic and operational leadership across Guest Experience, Reservations, Front Office and Night Audit.
• Drive revenue optimisation, financial performance, operational efficiency and effective risk management.
• Lead, coach and develop departmental managers and high-performing teams.
• Champion innovation, cross-departmental collaboration and continuous improvement in guest satisfaction.

• - Hospitality Diploma or relevant degree (NQF Level 6 or above).
• - Minimum five years' senior management experience within a 4- or 5-star hotel.
• - Proven experience managing multiple hotel departments and leading departmental managers.
• - Strong knowledge of Front Office, Reservations, Night Audit and guest experience operations.
• - Demonstrated commercial acumen, financial management and leadership capability.
• - Experience developing guest experience strategies, analysing guest feedback and driving service improvements.
• - Applicants must be a South African Citizen. Appointment will be subject to satisfactory criminal record, credit, qualification and reference checks.

• Guest Experience Leadership
• Commercial & Revenue Management
• Guest Feedback & Service Improvement
• Leadership & Team Development
• Strategic Innovation
• Stakeholder Engagement
• Hospitality Systems Proficiency: Experienced in Opera Cloud, guest feedback platforms, and reporting tools.
• Strategic Insight
• Creating Support
• Client-focused
• Devotion to Quality
• Situational Awareness
• Analysing and Forming Opinions
• Organisational Sensitivity
• Planning

Employment Equity:

Preference will be given to Employment Equity candidates in line with the Company’s transformation objectives in the Employment Equity Plan.

Why Apply?

This is an opportunity to:

• - Lead and inspire high-performing teams while shaping a culture of service excellence, collaboration and continuous improvement.
• - Make a meaningful impact on the guest journey by driving innovative, personalised and memorable experiences at the Vineyard Hotel.
• - Play a key strategic role in the hotel’s success, influencing operational excellence, commercial performance and the overall guest experience.

Closing Date:

Please apply by no later than 23 October 2026