Head of Guest Experience & Service Strategy

Ejobdesign; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

The Vineyard Hotel in Newlands, Cape Town, is seeking an experienced and commercially astute Head of Guest Experience to lead Guest Experience, Reservations, Front Office and Night Audit. The role reports to the General Manager and demands driving exceptional personalised guest journeys, operational excellence and strong financial performance.

Key focus areas include strategy development, leadership of multiple departments, revenue optimisation and a culture of continuous improvement in guest

Qualifications

• Hospitality diploma or degree (NQF 6+) required.
• Minimum five years of senior management experience in a 4- or 5-star hotel.
• Experience managing multiple departments and leading departmental managers.
• Strong knowledge of Front Office, Reservations, Night Audit and guest experience operations.
• Demonstrated commercial acumen and financial management skills.
• Ability to analyse guest feedback and drive service improvements.

Responsibilities

• Lead guest experience strategy across departments.
• Provide strategic leadership across Guest Experience, Reservations, Front Office and Night Audit.
• Drive revenue, financial performance, operational efficiency and risk management.
• Coach and develop departmental managers and teams.
• Champion innovation and cross-department collaboration for guest satisfaction.

Skills

Guest Experience Leadership

Commercial & Revenue Management

Guest Feedback & Service Improvement

Financial Management

Leadership & Team Development

Education

Hospitality Diploma or relevant degree

Tools

Opera Cloud

Guest Feedback Platforms

Reporting Tools

Job description

The Vineyard Hotel in Newlands, Cape Town, is seeking an experienced and commercially astute Head of Guest Experience to lead Guest Experience, Reservations, Front Office and Night Audit. The role reports to the General Manager and demands driving exceptional personalised guest journeys, operational excellence and strong financial performance.

Key focus areas include strategy development, leadership of multiple departments, revenue optimisation and a culture of continuous improvement in guest