Head of Hotel Guest Experience & Loyalty

Placements24; Bloemfontein; On-site; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Health & wellness benefits

Discounted stays

Professional development

Job summary

Placements24 in Bloemfontein seeks a Head of Guest Experience & Loyalty to elevate the guest journey across a premium hotel collection.

You will analyze feedback, lead loyalty initiatives, train teams, and set service standards to drive satisfaction, advocacy, and repeat bookings for the group's properties in Bloemfontein and the Free State.

The role requires luxury hospitality expertise, strong leadership, and a passion for creating memorable experiences.

Qualifications

• Minimum of 6 years in guest experience management, customer loyalty, or a related field within hospitality.
• Proven track record of improving guest satisfaction scores and driving loyalty program engagement.
• Strong analytical skills; interpret data and translate insights into actionable strategies.
• Excellent leadership, communication, and interpersonal skills.
• Deep understanding of luxury hospitality standards and customer service principles.
• Experience in developing and managing customer loyalty programs.
• Proficiency in guest feedback analysis tools and CRM systems.
• Bachelor's degree in Hospitality Management, Marketing, or a related field.
• A genuine passion for creating exceptional guest experiences.

Responsibilities

• Develop and execute comprehensive strategies to enhance guest satisfaction and loyalty across all hotel properties.
• Oversee the design and implementation of the hotel's loyalty program, ensuring its effectiveness and appeal.
• Analyze guest feedback from various channels to identify trends and areas for improvement.
• Champion a guest-centric culture by training and empowering staff to deliver exceptional service.
• Develop and implement service standards and best practices for all guest-facing departments.
• Manage guest complaint resolution processes, ensuring timely and satisfactory outcomes.
• Collaborate with marketing and operations teams to create targeted guest communications and promotions.
• Monitor KPIs related to guest satisfaction, loyalty, and retention.
• Stay abreast of industry best practices in guest experience and loyalty program management.

Skills

Leadership

Analytical skills

Communication skills

Interpersonal skills

Education

Bachelor's degree in Hospitality Management, Marketing, or related field

Tools

CRM systems

Job description

About the Role

Our client, a distinguished hotel collection known for its personalized service, is seeking an experienced Head of Guest Experience & Loyalty to elevate the guest journey and cultivate brand advocacy for their properties in Bloemfontein, Free State, ZA. This critical role involves defining and implementing strategies that enhance guest satisfaction, drive loyalty program engagement, and foster a culture of exceptional service delivery across all touchpoints. You will be instrumental in analyzing guest feedback, identifying service gaps, and implementing innovative solutions to create memorable experiences. The ideal candidate possesses a deep understanding of luxury hospitality, strong analytical skills, and a passion for creating lasting guest relationships.

Key Responsibilities

• Develop and execute comprehensive strategies to enhance guest satisfaction and loyalty across all hotel properties.
• Oversee the design and implementation of the hotel's loyalty program, ensuring its effectiveness and appeal.
• Analyze guest feedback from various channels (surveys, reviews, direct comments) to identify trends and areas for improvement.
• Champion a guest-centric culture by training and empowering staff to deliver exceptional service.
• Develop and implement service standards and best practices for all guest-facing departments.
• Manage guest complaint resolution processes, ensuring timely and satisfactory outcomes.
• Collaborate with marketing and operations teams to create targeted guest communications and promotions.
• Monitor key performance indicators related to guest satisfaction, loyalty, and retention.
• Stay abreast of industry best practices in guest experience and loyalty program management.

Requirements

• Minimum of 6 years of experience in guest experience management, customer loyalty, or a related field within the hospitality industry.
• Proven track record of successfully improving guest satisfaction scores and driving loyalty program engagement.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Excellent leadership, communication, and interpersonal skills.
• Deep understanding of luxury hospitality standards and customer service principles.
• Experience in developing and managing customer loyalty programs.
• Proficiency in guest feedback analysis tools and CRM systems.
• Bachelor's degree in Hospitality Management, Marketing, or a related field.
• A genuine passion for creating exceptional guest experiences.

Benefits

• Competitive salary and performance-based incentives.
• Opportunity to shape the guest experience for a renowned hotel collection in Bloemfontein, Free State, ZA.
• Comprehensive health and wellness benefits.
• Discounted stays at partner properties.
• Professional development and career advancement opportunities.