Luxury Guest Experience Director

Placements24; Paarl; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Bonuses

Accommodation assistance

Staff discounts on hotel services

Job summary

Placements24 in Paarl, Western Cape, seeks a Guest Experience Manager to lead the team in delivering unparalleled service across the guest journey. You will set service standards, manage guest relations, and train staff in guest engagement.

This role calls for a seasoned hospitality professional with attention to detail and a passion for guest satisfaction, offering opportunities within a prestigious hospitality group in a stunning Paarl location.

Qualifications

• 6+ years of experience in hospitality management and guest relations.
• Proven track record of developing and implementing guest service strategies.
• Excellent interpersonal, communication, and leadership skills.

Responsibilities

• Design and implement strategies to enhance the overall guest experience across all touchpoints.
• Oversee guest relations, ensuring prompt and professional handling of inquiries and feedback.
• Develop and deliver staff training programs focused on personalized service and guest engagement.
• Proactively identify and anticipate guest needs with tailored solutions.
• Manage guest complaints and service recovery efforts effectively.
• Monitor guest satisfaction metrics and implement improvement action plans.
• Collaborate with hotel departments to ensure seamless service delivery.
• Stay updated on luxury hospitality trends and best practices.
• Conduct regular service quality audits and provide constructive feedback.
• Create personalized experiences for VIP guests and special occasions.

Skills

Hospitality management

Guest relations

Leadership

PMS proficiency

Education

Bachelor's degree in Hospitality Management

Tools

PMS systems

Job description

Placements24 in Paarl, Western Cape, seeks a Guest Experience Manager to lead the team in delivering unparalleled service across the guest journey. You will set service standards, manage guest relations, and train staff in guest engagement.

This role calls for a seasoned hospitality professional with attention to detail and a passion for guest satisfaction, offering opportunities within a prestigious hospitality group in a stunning Paarl location.