Head of Guest Experience & Operations

HotelJobs; South Africa; On-site; ZAR 1,004,000 - 1,451,000; Full time

Job summary

The Vineyard Hotel is seeking a seasoned Head of Guest Experience to lead the guest journey, reservations, front office and night audit at Newlands, Cape Town. Reporting to the General Manager, this role combines strategic oversight with hands-on leadership to deliver personalised service and strong commercial results.

Contribute to a culture of continuous improvement, coach senior managers, and drive guest satisfaction while optimizing revenue and operational excellence.

Qualifications

• Senior management experience in a 4- or 5-star hotel.
• Experience leading multiple departments (Guest Experience, Reservations, Front Office, Night Audit).
• Strong financial acumen and leadership capabilities.

Responsibilities

• Lead the hotel's guest experience strategy and service standards.
• Provide strategic and operational leadership across Guest Experience, Reservations, Front Office and Night Audit.
• Drive revenue, financial performance, and operational efficiency.
• Coach and develop departmental managers and teams.
• Champion innovation and continuous improvement in guest satisfaction.

Skills

Guest experience leadership

Commercial & revenue management

Leadership & coaching

Strategic thinking

Education

Hospitality diploma or related degree

Tools

Opera Cloud

Guest feedback platforms

Reporting tools

Job description

The Vineyard Hotel is seeking a seasoned Head of Guest Experience to lead the guest journey, reservations, front office and night audit at Newlands, Cape Town. Reporting to the General Manager, this role combines strategic oversight with hands-on leadership to deliver personalised service and strong commercial results.

Contribute to a culture of continuous improvement, coach senior managers, and drive guest satisfaction while optimizing revenue and operational excellence.