Hybrid Guest Experience Leader

Placements24

Rustenburg

Hybrid

ZAR 420,000 - 620,000

Full time

4 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Hybrid work arrangement

Job summary

Placements24 is seeking a Guest Experience Manager for a renowned hospitality group in Rustenburg, North West. The role blends on-site guest interaction with remote administration to ensure a seamless, memorable stay and exceptional service delivery.

The successful candidate will lead guest services, train staff, monitor feedback, and collaborate with Housekeeping, F&B, and Maintenance to enhance the guest journey. Hybrid work enables flexible planning and strategic development.

Qualifications

Minimum of 3 years in a guest-facing role in hospitality with at least 1 year in supervision/management.
Proven ability to deliver exceptional customer service and handle difficult situations.
Strong understanding of hotel operations and guest service principles.
Excellent communication, interpersonal, and problem-solving skills.
Proficiency in PMS and CRM software.

Responsibilities

Oversee and manage all aspects of guest services including front desk, concierge, and in-room services.
Develop and implement strategies to enhance guest experience and loyalty.
Train and mentor guest-facing staff on service standards and problem resolution.
Monitor guest feedback and implement improvements.
Handle inquiries, complaints, and special requests promptly and effectively.
Personalize guest stays and create memorable moments.
Collaborate with Housekeeping, F&B, and Maintenance to ensure a cohesive journey.
Maintain knowledge of local attractions to assist guests.
Analyze guest satisfaction data to identify trends and opportunities.
Organize and execute special guest programs and amenities.