Operations & Guest Experience Manager

Karen Tupper Recruitment; Cape Town; On-site; ZAR 507,780 - 608,220; Full time

Benefits offered by this job

Medical Aid Contribution

Provident Fund Contribution

Job summary

Karen Tupper Recruitment is seeking an experienced Operations & Guest Experience Manager for a prestigious hospitality client in Cape Town. You will lead guest relations, ensuring exceptional service across stunning properties.

This role demands a strong professional with 3 to 5 years of relevant management experience. Responsibilities include overseeing operational standards, managing guest interactions, and leading a dedicated team. Competitive salary of R50,000 per month with benefits included.

Qualifications

• 3 to 5 years of management experience in hospitality or related industries.
• Strong guest relations and management skills.
• Proven ability to coordinate with suppliers and service providers.

Responsibilities

• Manage guest interactions and oversee property standards.
• Coordinate concierge services and handle guest requests.
• Conduct property inspections to ensure operational readiness.

Skills

Guest relations skills

Management skills

Communication skills

Problem-solving skills

Proficiency in hospitality software

Job description

Overview

Embark on an executive journey within a prestigious hospitality setting, where your leadership will elevate guest experiences and operational excellence. Our esteemed client, a prominent player in the luxury hospitality and travel industry, is seeking a seasoned Operations & Guest Experience Manager to spearhead their guest relations and operational standards across their stunning properties in the Western Cape.

This role offers a unique opportunity for a dynamic professional to manage and optimise guest interactions, oversee property standards, and lead a team dedicated to delivering exceptional service. If you are ready to assume a pivotal role with significant responsibility and growth potential, this opportunity is tailored for you.

Responsibilities

• Greet and welcome guests, ensuring a warm and professional first impression.
• Act as the main point of contact for guests throughout their stay.
• Handle guest requests with promptness, warmth, and professionalism.
• Coordinate concierge services including dining, transport, wellness, activities, and local recommendations.
• Manage check-in, check-out, and guest handovers seamlessly.
• Inspect properties prior to guest arrivals to ensure readiness.
• Prepare welcome packs, amenities, and ensure all technical and comfort features are operational.
• Conduct thorough walkthroughs of villas and apartments to maintain high standards.
• Report and resolve issues proactively before guests notice.
• Coordinate with cleaning teams, laundry, and housekeeping for timely turnarounds.
• Maintain cleanliness, presentation, and attention to detail according to company standards.
• Oversee quality checks post-cleaning and manage special cleaning requests.
• Collaborate with Reservations on pre-arrival information and specific guest requests.
• Facilitate smooth communication between booking and arrival phases.
• Manage guest complaints with professionalism, aiming for practical resolutions.
• Develop and maintain SOPs for various operational aspects.
• Keep detailed checklists for property inspections and maintenance.
• Track guest preferences and contribute to personalized service enhancements.
• Support review management and guest feedback follow-up.

Qualifications

• 3 to 5 years of management experience in hospitality or related industries.
• Strong guest relations and management skills.
• Proven ability to coordinate with suppliers and service providers.
• Experience with hotel and resort management standards.
• Excellent communication and problem-solving skills.
• Proficiency in managing multiple priorities in a dynamic environment.

Familiarity

• Hospitality software and management tools.
• South African tourism and local service providers.

Benefits

• Medical Aid Contribution
• Provident Fund Contribution

Salary: R50,000 - R50,000 per month (Negotiable)

If you are a dedicated professional ready to lead and inspire within a luxurious setting, we invite you to apply now and take the next step in your career.