Senior Luxury Hotel Experience Manager

Placements24; Johannesburg; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Remote work setup support

Technology stipends

Bonuses and incentives

Travel discounts

Professional development opportunities

Job summary

Placements24 is seeking a Senior Luxury Hotel Experience Manager to lead the guest journey end-to-end. This remote role focuses on shaping unparalleled service standards for a globally recognized hospitality brand, managing a remote team, and delivering bespoke guest experiences from anywhere.

The ideal candidate will drive guest satisfaction, anticipate needs, and collaborate with internal teams to maintain exceptional service quality in a luxury context.

Qualifications

• Minimum of 7 years in luxury hotel management with guest experience focus.
• Proven track record leading remote teams.
• Exceptional interpersonal and communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency with hotel management software and CRM.
• Bachelor's degree in Hospitality Management or related field.
• Ability to work independently in a remote setting.
• Must be legally authorized to work in South Africa (remote role).

Responsibilities

• Develop strategies to enhance guest experience across touchpoints.
• Lead and mentor a remote guest relations team.
• Monitor guest feedback channels and identify service improvements.
• Collaborate with hotel departments to ensure high-quality service.
• Manage guest inquiries and resolve issues professionally.
• Create personalized itineraries for VIPs and returning guests.
• Analyze guest data to identify trends and personalization opportunities.
• Ensure adherence to luxury brand standards and protocols.
• Prepare reports on guest satisfaction and operations for senior management.
• Stay current with luxury hospitality trends to maintain competitive edge.

Skills

Guest experience

Remote leadership

Communication

CRM software

Hotel operations

Education

Bachelor's degree in Hospitality Management

Tools

CRM systems

Hotel management software

Job description

About the Role

Our client, a leading name in global hospitality, is seeking an exceptional Senior Luxury Hotel Experience Manager to spearhead the guest journey from end-to-end. This is a fully remote position, offering the flexibility to manage operations and drive guest satisfaction from anywhere. You will be instrumental in shaping and refining the unparalleled service standards that define our client's brand. This role demands a proactive, visionary leader who thrives in a dynamic, fast-paced environment and possesses a deep understanding of the luxury hospitality market. The ideal candidate will be a master communicator, adept at fostering strong relationships with both guests and internal teams, ensuring seamless execution of bespoke guest experiences. This is an exciting opportunity to make a significant impact on a globally recognized hospitality group, driving innovation and maintaining the highest levels of service excellence, all while enjoying the benefits of a remote-first work culture. We are looking for someone who is passionate about creating memorable moments and exceeding guest expectations in every interaction. The role requires a strategic mindset to anticipate guest needs and proactively address potential issues, ensuring a flawless and enriching stay.

Key Responsibilities

• Develop and implement innovative strategies to enhance the overall guest experience across all touchpoints.
• Lead and mentor a remote team of guest relations professionals, fostering a culture of excellence and continuous improvement.
• Monitor guest feedback channels, including online reviews and direct comments, to identify areas for service enhancement.
• Collaborate with various hotel departments (e.g., Food & Beverage, Front Office, Housekeeping) to ensure cohesive and high-quality service delivery.
• Manage guest inquiries, requests, and complaints with utmost professionalism and efficiency, turning challenging situations into positive resolutions.
• Create and oversee personalized guest itineraries and special arrangements for VIPs and returning guests.
• Analyze guest data to identify trends and opportunities for service personalization and operational improvements.
• Ensure adherence to brand standards and service protocols, maintaining the integrity of the luxury experience.
• Prepare detailed reports on guest satisfaction metrics, operational performance, and strategic initiatives for senior management.
• Stay abreast of industry trends and best practices in luxury hospitality to maintain a competitive edge.

Requirements

• Minimum of 7 years of progressive experience in luxury hotel management, with a strong focus on guest experience and front office operations.
• Proven track record of successfully managing and motivating remote teams.
• Exceptional interpersonal and communication skills, with the ability to build rapport with diverse clientele and stakeholders.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Proficiency in hotel management software and customer relationship management (CRM) systems.
• A passion for service excellence and a deep understanding of luxury market expectations.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.
• Ability to work independently and manage time effectively in a remote setting.
• Flexibility to adapt to changing business needs and guest demands.
• Must be legally authorized to work in **South Africa** (for administrative purposes, though the role is remote).

Benefits

• Competitive annual salary package.
• Comprehensive remote work setup support, including technology stipends.
• Opportunities for professional development and continuous learning through online courses and industry conferences.
• Performance-based bonuses and incentives.
• Access to exclusive travel discounts and partner benefits.
• A collaborative and supportive remote team environment.
• The opportunity to work with a globally recognized brand and shape guest experiences worldwide.