Luxury Guest Experience Director

Placements24; Klerksdorp; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Professional growth opportunities

Job summary

Placements24 is seeking a Head of Guest Relations for a luxury boutique hotel in Klerksdorp, North West. The role leads the guest relations team, delivering unparalleled service to VIP guests, and shapes the guest journey from arrival to departure.

The ideal candidate has 4-6 years in luxury hospitality, exceptional interpersonal skills, and experience with PMS software. Hybrid work arrangements are available, and a strong commitment to guest satisfaction is essential.

Qualifications

• 4-6 years in guest relations, front office management, or luxury hospitality roles.
• Experience leading a team in a hospitality setting.
• Excellent interpersonal, communication, and problem-solving skills.
• Strong understanding of luxury service standards and guest expectations.

Responsibilities

• Lead and develop the Guest Relations team, setting standards and training.
• Enhance guest experience and satisfaction through strategies and initiatives.
• Serve as primary contact for VIP guests and handle special requests.
• Address guest complaints and ensure effective service recovery.
• Oversee check-in/check-out with warmth and efficiency.
• Collaborate with Housekeeping and F&B for seamless service.
• Monitor guest feedback channels and implement improvements.
• Maintain detailed guest profiles to personalize experiences.
• Develop programs and amenities to delight guests.
• Ensure compliance with hotel standards and brand guidelines.

Skills

Team Leadership

Guest Relations

Customer Service

PMS Software

VIP Guest Handling

English Proficiency

Education

Bachelor's degree in Hospitality Management

Tools

PMS Software

Job description

Placements24 is seeking a Head of Guest Relations for a luxury boutique hotel in Klerksdorp, North West. The role leads the guest relations team, delivering unparalleled service to VIP guests, and shapes the guest journey from arrival to departure.

The ideal candidate has 4-6 years in luxury hospitality, exceptional interpersonal skills, and experience with PMS software. Hybrid work arrangements are available, and a strong commitment to guest satisfaction is essential.