Private Butler & Luxury Guest Experience Lead

Red Ember Recruitment; Stellenbosch; Remote; ZAR 500,000 - 750,000; Full time

Job summary

Red Ember Recruitment is seeking a Senior Guest Experience Manager to lead guest-centric initiatives remotely, designing and refining strategies to ensure exceptional journeys across all touchpoints and loyalty programs.

You will analyze feedback from surveys and reviews, champion the voice of the customer, train staff on service standards, and collaborate with marketing, operations, and product teams to deliver consistent, memorable guest experiences.

Responsibilities

• Develop and implement a comprehensive guest experience strategy for remote operations.
• Analyze guest feedback from surveys, reviews, and direct interactions to identify areas for improvement.
• Design and implement training programs for staff focused on elevating customer service and brand standards.
• Collaborate with marketing, operations, and product teams to ensure a cohesive guest journey.

Job description

Senior Guest Experience Manager (Remote)

Our client is looking for a highly motivated and experienced Senior Guest Experience Manager to lead their customer‑centric initiatives. This is a fully remote position where you will design, implement, and refine strategies to ensure exceptional guest experiences across all touchpoints. You will champion the voice of the customer, analyze feedback, and collaborate with various departments to drive service excellence and loyalty. The ideal candidate possesses a deep understanding of hospitality standards and a passion for creating memorable journeys for every guest, contributing to the company’s reputation as a leader in guest satisfaction and operational innovation.

Key Responsibilities

• Develop and execute a comprehensive guest experience strategy aligned with company objectives.
• Analyze guest feedback data from surveys, reviews, and direct interactions to identify areas for improvement.
• Design and implement training programs for staff focused on enhancing customer service skills and brand standards.
• Collaborate with marketing, operations, and product development teams to ensure a cohesive guest journey.