Head of Guest Experience

Karen Tupper Recruitment; Wes-Kaap; On-site; ZAR 900,000 - 1,150,000; Full time

Job summary

Karen Tupper Recruitment is seeking a seasoned hotel guest experience leader based in Cape Town to drive guest journeys end-to-end and oversee Front Office, Reservations and Night Audit operations.

You will lead departmental teams, translate guest feedback into improvements, and collaborate with stakeholders to meet commercial and operational targets while maintaining luxury service standards.

Qualifications

• South African citizenship required.
• Must reside in Cape Town.
• Matric / Grade 12.
• Hospitality Diploma or Degree at NQF Level 6 or above.
• 2–4 years’ management experience in a 4- or 5-star hotel environment.
• Experience managing multiple hotel departments and leading departmental teams.
• Strong knowledge of Front Office, Reservations, Night Audit and guest experience operations.
• Proven commercial awareness and financial management.
• Experience developing guest experience strategies and improving service delivery.
• Fluency in English with excellent communication skills.

Responsibilities

• Lead and implement guest experience strategies to deliver personalised, memorable and seamless guest journeys.
• Oversee Guest Experience, Reservations, Front Office and Night Audit operations, ensuring consistent service excellence.
• Drive revenue optimisation, financial performance, operational efficiency and risk management.
• Lead, coach and develop departmental managers and high-performing teams.
• Analyse guest feedback, reviews and service trends to identify opportunities for improvement.
• Implement initiatives to enhance guest satisfaction, service delivery and operational performance.
• Promote innovation, collaboration and consistent service standards across departments.
• Build and maintain strong stakeholder relationships to support effective communication and collaboration.
• Monitor departmental performance and implement strategies aligned with the hotel's commercial and operational objectives.
• Ensure compliance with hotel policies, procedures and luxury hospitality standards.

Skills

Guest experience management

Leadership

Financial management

Stakeholder management

Operations management

Education

Hospitality Diploma or Degree

Tools

Opera V5

Job description

Key Responsibilities

• Lead and implement guest experience strategies to deliver personalised, memorable and seamless guest journeys.
• Oversee Guest Experience, Reservations, Front Office and Night Audit operations, ensuring consistent service excellence.
• Drive revenue optimisation, financial performance, operational efficiency and effective risk management.
• Lead, coach and develop departmental managers and high-performing teams.
• Analyse guest feedback, reviews and service trends to identify opportunities for improvement.
• Implement initiatives to enhance guest satisfaction, service delivery and operational performance.
• Promote innovation, collaboration and consistent service standards across departments.
• Build and maintain strong stakeholder relationships to support effective communication and collaboration.
• Monitor departmental performance and implement strategies aligned with the hotel's commercial and operational objectives.
• Ensure compliance with hotel policies, procedures and luxury hospitality standards.

Minimum Requirements & Skills

• Must be a South African citizen.
• Must reside in Cape Town.
• Matric / Grade 12 qualification.
• Hospitality Diploma or relevant Degree at NQF Level 6 or above.
• 2–4 years’ relevant management experience within a 4- or 5-star hotel environment.
• Proven experience managing multiple hotel departments and leading departmental teams.
• Strong knowledge of Front Office, Reservations, Night Audit and guest experience operations.
• Proven commercial awareness, financial management and leadership skills.
• Experience developing guest experience strategies, analysing feedback and improving service delivery.
• Proficiency in Opera V5, guest feedback platforms and reporting tools.
• Excellent communication, organisational, strategic planning and stakeholder management skills.
• Strong analytical, decision-making and problem-solving abilities.
• Ability to lead teams effectively while maintaining high standards of service excellence.
• Must be well presented and professional in approach.
• Fluent in English, with excellent written and verbal communication skills.
• Preference will be given to Employment Equity candidates in line with the Employment Equity Plan.