Head Of Guest Experience

HotelJobs; Wes-Kaap; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

HotelJobs in Cape Town seeks a Head of Guest Experience to lead Guest Experience, Reservations, Front Office and Night Audit, delivering memorable guest journeys while optimizing revenue and guest satisfaction.

Reporting to the General Manager, you will inspire senior teams, develop service standards, and drive continuous improvement across all guest-facing functions in a four- or five-star environment.

Qualifications

• Must be a South African Citizen
• Matric / Grade 12
• Hospitality Diploma or relevant degree at NQF Level 6 or above
• At least five years of senior management experience within a four- or five-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 expertise, and strong leadership capabilities
• Experience developing guest experience strategies, analysing guest feedback, and implementing service improvements.

Responsibilities

• Develop and implement the guest experience strategy, ensuring exceptional service standards throughout the guest journey.
• 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, building accountable, motivated, and high-performing teams.
• Champion innovation, cross-departmental collaboration, and continuous improvement.
• Analyse guest feedback and performance metrics to identify opportunities for service enhancement and increased guest satisfaction.
• Ensure consistent operational standards and seamless coordination across all guest-facing functions.

Skills

Guest experience leadership

Strategic mindset

Commercial acumen

Financial management

Team leadership

Hospitality operations

Education

Hospitality Diploma

NQF Level 6 degree

Job description

Are you a passionate hospitality leader with a strategic mindset, strong commercial acumen, and a commitment to delivering exceptional guest experiences? A leading full-service hotel, based in Cape Town is seeking an experienced and commercially astute Head of Guest Experience to lead their Guest Experience, Reservations, Front Office, and Night Audit functions. Reporting to the General Manager, this senior leadership role is responsible for creating memorable, personalised guest journeys while driving operational excellence, financial performance, and a culture of continuous improvement. The successful candidate will inspire high-performing teams, strengthen service delivery, and ensure every guest interaction reflects the highest standards of hospitality.

Key Responsibilities

• Develop and implement the guest experience strategy, ensuring exceptional service standards throughout the guest journey.
• 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, building accountable, motivated, and high-performing teams.
• Champion innovation, cross-departmental collaboration, and continuous improvement.
• Analyse guest feedback and performance metrics to identify opportunities for service enhancement and increased guest satisfaction.
• Ensure consistent operational standards and seamless coordination across all guest-facing functions.

Minimum Requirements

• Must be a South African Citizen
• Matric / Grade 12 qualification
• A Hospitality Diploma or relevant degree at NQF Level 6 or above.
• At least five years of senior management experience within a four- or five-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 expertise, and strong leadership capabilities.
• Experience developing guest experience strategies, analysing guest feedback, and implementing service improvements.