Hotel Guest Experience Manager

Craven Cottage CC; Cape Town; Presencial; ZAR 360.000 - 540.000; Jornada completa

Descripción de la vacante

Craven Cottage CC in Cape Town is seeking a proactive Guest Experience & Relations Manager to lead frontline service across restaurants and conferencing facilities. You will maintain a warm, personalised approach, coordinate VIP arrangements and resolve guest concerns within 24 hours.

The role requires a recognised Hospitality Diploma or Degree, at least two years of management experience in a 4- or 5-star hotel, and strong English communication.

Formación

• Recognised Hospitality qualification or degree preferred.
• Minimum 2 years' management experience in a 4- or 5-star hotel.
• Strong guest relations and complaint resolution skills.
• Proficient in Opera and Microsoft Office.

Responsabilidades

• Maintain a visible guest presence across all guest areas, including restaurants and conferencing facilities.
• Deliver warm, personalised and attentive service to guests.
• Coordinate special arrangements for VIPs, returning guests and guests celebrating occasions.
• Resolve guest concerns promptly and implement service recovery within 24 hours.
• Build strong relationships with guests, agents and internal teams.
• Monitor guest reviews and feedback to improve service and online reputation.

Conocimientos

Guest relations

Communication

Interpersonal skills

Planning & administration

Under pressure

Team & stakeholder management

English fluency

Educación

Hospitality Diploma or Degree

Herramientas

Opera

Microsoft Office

Descripción del empleo

Craven Cottage CC in Cape Town is seeking a proactive Guest Experience & Relations Manager to lead frontline service across restaurants and conferencing facilities. You will maintain a warm, personalised approach, coordinate VIP arrangements and resolve guest concerns within 24 hours.

The role requires a recognised Hospitality Diploma or Degree, at least two years of management experience in a 4- or 5-star hotel, and strong English communication.