Luxury Guest Experience Lead

Belmond; Cape Town; On-site; ZAR 600,000 - 980,000; Full time

Benefits offered by this job

Competitive salary

Loyalty programs

Wellness programs

Job summary

Belmond Mount Nelson in Cape Town is seeking a Guest Experience Manager to lead personalized guest services and ensure memorable stays. You will act as a single point of contact, coordinate teams, and drive service excellence throughout the guest journey.

The role requires 3–4 years in luxury hospitality, a diploma or degree, and fluency in English. Knowledge of additional languages is a plus, with a focus on presentation and hospitality standards.

Qualifications

• Diploma or degree from a reputable institution.
• 3–4 years of experience in a similar luxury hospitality role.
• Proven work experience at mid- to senior-level hospitality management position.
• Proficiency in English; knowledge of other languages is a plus.
• Strong sense of responsibility and professional presentation.
• Familiarity with luxury standards.

Responsibilities

• Provide exceptional experiences for guests throughout their stay.
• Act as a One Point Contact for guests and collect feedback.
• Monitor daily bookings and ensure rooms are prepared and checked prior to check-in.
• Coordinate and manage communication between guests and the team to resolve concerns.
• Inform guests of hotel services, facilities, and dining options.
• Promote all hotel amenities, conveniences, and programs offered.
• Liaise with Housekeeping and Food & Beverage teams to enhance the guest experience.

Skills

English proficiency

Customer service

Hospitality mindset

Education

Diploma/degree

Job description

Belmond Mount Nelson in Cape Town is seeking a Guest Experience Manager to lead personalized guest services and ensure memorable stays. You will act as a single point of contact, coordinate teams, and drive service excellence throughout the guest journey.

The role requires 3–4 years in luxury hospitality, a diploma or degree, and fluency in English. Knowledge of additional languages is a plus, with a focus on presentation and hospitality standards.