Head of Guest Experience & Guest Journey Leader

Vineyard, Oude Werf and Stellenbosch Hotels by Petousis; Cape Town; On-site; ZAR 1,004,000 - 1,339,000; Full time

Job summary

The Vineyard Hotel in Newlands, Cape Town, is seeking a Head of Guest Experience to lead Guest Experience, Reservations, Front Office and Night Audit. The role reports to the General Manager and focuses on delivering exceptional guest experiences while driving operational excellence and commercial performance.

Senior leadership with a track record in multi-department management, guest feedback analysis and driving service improvements is required.

Qualifications

• Hospitality Diploma or relevant degree (NQF Level 6 or above).

Responsibilities

• 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.

Job description

The Vineyard Hotel in Newlands, Cape Town, is seeking a Head of Guest Experience to lead Guest Experience, Reservations, Front Office and Night Audit. The role reports to the General Manager and focuses on delivering exceptional guest experiences while driving operational excellence and commercial performance.

Senior leadership with a track record in multi-department management, guest feedback analysis and driving service improvements is required.