Head of Guest Experience & Service Excellence

HotelJobs; Wes-Kaap; Presencial; ZAR 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Guest experience leadership

Strategic mindset

Commercial acumen

Financial management

Team leadership

Hospitality operations

Educación

Hospitality Diploma

NQF Level 6 degree

Descripción del empleo

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.