Senior Luxury Guest Experience Manager

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Bonuses potential

Accommodation assistance

Staff discounts

Career advancement

Job summary

Placements24 partners with a luxury boutique hotel in Paarl, Western Cape, to recruit a Guest Experience Manager who will own the guest journey from arrival to departure. You will set service standards, shape guest interactions, and create unforgettable experiences through personalised service.

Leading a team across departments, you will develop training programmes, monitor guest satisfaction metrics, manage guest feedback platforms, and anticipate guest needs.

Qualifications

• Minimum 6 years of hospitality management experience with guest relations focus.
• Proven ability to develop and implement guest service strategies.
• Strong interpersonal, communication, and leadership skills; luxury operations knowledge.

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 training programs for staff focused on personalized service and guest engagement.
• Proactively identify and anticipate guest needs, offering tailored solutions and recommendations.
• Manage guest complaints and service recovery efforts effectively.
• Monitor guest satisfaction metrics and implement action plans for improvement.
• Collaborate with various hotel departments to ensure seamless service delivery.
• Stay abreast of luxury hospitality trends and best practices in guest experience management.
• Conduct regular service quality audits and provide constructive feedback.
• Create personalized experiences for VIP guests and special occasions.

Skills

Guest relations

Leadership

Communication

Problem-solving

Education

Hospitality management degree

Tools

PMS proficiency

Guest feedback platforms

Job description

Placements24 partners with a luxury boutique hotel in Paarl, Western Cape, to recruit a Guest Experience Manager who will own the guest journey from arrival to departure. You will set service standards, shape guest interactions, and create unforgettable experiences through personalised service.

Leading a team across departments, you will develop training programmes, monitor guest satisfaction metrics, manage guest feedback platforms, and anticipate guest needs.