Head of Guest Experience & Service Excellence

Vineyard, Oude Werf and Stellenbosch Hotels by Petousis; Cape Town; On-site; ZAR 1,004,000 - 1,451,000; Full time

Job summary

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.

Qualifications

• 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.

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 risk management.
• Lead, coach and develop departmental managers and high-performing teams.
• Champion innovation, cross-departmental collaboration and continuous improvement in guest satisfaction.

Skills

Guest Experience

Commercial Management

Leadership

Strategic Thinking

Stakeholder Engagement

Service Improvement

Planning

Hospitality Systems Proficiency

Education

Hospitality Diploma or relevant degree

Tools

Opera Cloud

Guest Feedback Platforms

Reporting Tools

Job description

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.