Senior Luxury Hotel Operations & Guest Experience Lead

Istaff Recruitment; Stellenbosch; On-site; ZAR 420,000 - 540,000; Full time

Job summary

Istaff Recruitment in Stellenbosch is assisting a luxury hotel by recruiting a Duty Manager with 4+ years of supervisory experience. You will coordinate Rooms Division, F&B and other departments, acting as senior management on shifts.

You will oversee arrivals, VIPs, reservations and events, driving guest experiences and resolving issues while guiding teams to uphold service standards.

Qualifications

• 4+ years Duty Manager/supervisory experience in a luxury 5-star hotel or similar environment.
• Strong Rooms Division & Food and Beverage knowledge.
• Proven leadership, problem-solving and guest service skills.
• Experience with Opera, HubSpot & Dineplan.
• Warm, professional and solutions-driven approach.
• Own reliable transport.
• Flexible to work shifts, weekends and public holidays.
• Matric / Grade 12 essential.

Responsibilities

• Coordinate daily operations across Rooms Division, F&B and other departments.
• Act as the senior management presence during shifts.
• Oversee arrivals, departures, VIPs, reservations and events.
• Drive exceptional guest experiences and handle service recovery.
• Resolve operational issues and make real-time decisions.
• Support and guide teams to maintain service standards.
• Conduct operational walkthroughs and identify improvement opportunities.
• Ensure health, safety, hygiene and operational compliance.

Skills

Leadership

Guest service

Problem-solving

Attention to detail

Education

Matric / Grade 12

Tools

Opera

HubSpot

Dineplan

Job description

Istaff Recruitment in Stellenbosch is assisting a luxury hotel by recruiting a Duty Manager with 4+ years of supervisory experience. You will coordinate Rooms Division, F&B and other departments, acting as senior management on shifts.

You will oversee arrivals, VIPs, reservations and events, driving guest experiences and resolving issues while guiding teams to uphold service standards.