Head of Guest Experience & VIP Services

President Hotel; Cape Town; On-site; ZAR 420,000 - 620,000; Full time

Job summary

The President Hotel in Bantry Bay, Cape Town, seeks an experienced Guest Experience Manager to lead our Guest Experience team and inspire exceptional service throughout the hotel. You will own the guest journey from personalised arrivals to thoughtful follow-up after departure.

We value a visible, hands-on leader who connects with guests, supports the team, and collaborates across departments to deliver seamless service. Availability for shifts, weekends and holidays is required.

Qualifications

• Experience leading a Guest Experience or Guest Relations team in 4- or 5-star hotels.
• Hands-on OPERA PMS experience is essential.
• Excellent communication, interpersonal and leadership skills.

Responsibilities

• Lead and develop the Guest Experience team to deliver exceptional service across the guest journey.
• Be visible in guest areas, build relationships and personalise each stay.
• Coordinate VIP arrivals, group welcomes and personalised arrangements.
• Handle guest requests, enquiries, compliments and complaints promptly.
• Own guest concerns and follow through to resolution.
• Oversee guest profiling, pre-arrival planning, and post-departure follow-up.
• Manage guest communications via WhatsApp, email and calls with care.
• Collaborate with Housekeeping, Front Office, F&B, Maintenance and Reservations to ensure seamless service.

Skills

Guest Experience Leadership

Customer Service Excellence

Communication Skills

Problem Solving

Team Coordination

Shift Work Availability

Grooming & Presentation

Education

Matric Certificate (Grade 12)

Hospitality Management/Hotel School qualification (advantageous)

Tools

OPERA PMS

Microsoft Office

Job description

The President Hotel in Bantry Bay, Cape Town, seeks an experienced Guest Experience Manager to lead our Guest Experience team and inspire exceptional service throughout the hotel. You will own the guest journey from personalised arrivals to thoughtful follow-up after departure.

We value a visible, hands-on leader who connects with guests, supports the team, and collaborates across departments to deliver seamless service. Availability for shifts, weekends and holidays is required.