VIP Guest Experience & Operations Manager

Karen Tupper Recruitment; Wes-Kaap; On-site; ZAR 268,000 - 402,000; Full time

Job summary

Karen Tupper Recruitment is seeking an experienced Front Office Manager for a luxury hotel in Cape Town. You will oversee guest services across lobby, reception, restaurants and conferencing facilities, ensuring personalised, attentive service that reflects the brand at every touchpoint.

Responsibilities include managing VIP stays, welcoming back guests, handling complaints with quick recovery plans, upselling rooms and outlets, coordinating with Front Office, Concierge and other departments,

Qualifications

• Matric / Grade 12 qualification.
• Must be a South African citizen.
• Must reside in Cape Town.
• Recognised hospitality diploma or degree is preferable.
• 2–4 years’ management experience in a similar role within a 4/5-star hotel environment.
• Excellent guest relations and complaint-resolution skills.
• Strong communication and interpersonal skills, with proficiency in written and spoken English.
• Proficiency in Opera and Microsoft Office.
• Excellent organisational, planning and administrative skills.
• Ability to multitask, manage conflict and make sound decisions under pressure.
• Professional grooming, presentation and service etiquette.
• Strong leadership, team management and stakeholder relationship skills.
• Flexibility to work shifts, including evenings, weekends and public holidays.
• Fluency in an additional language will be advantageous.

Responsibilities

• Maintain a visible presence across guest areas, including restaurants and conferencing facilities, ensuring personalised and attentive service.
• Manage VIP stays, welcome-back guests and special celebrations.
• Resolve guest concerns promptly and implement effective guest recovery plans within 24 hours.
• Build and maintain strong relationships with guests, agents and internal teams.
• Support Front Office, Concierge and other departments during peak periods to ensure smooth operations.
• Conduct public area inspections to uphold cleanliness, presentation and maintenance standards.
• Monitor guest reviews and feedback to identify opportunities for service improvements.
• Assist with risk management, crisis communication and lost-and-found matters.
• Encourage upselling of rooms, facilities and hotel outlets to support revenue generation.
• Collaborate with management on service improvements, staff training and operational initiatives.
• Ensure consistent compliance with brand standards, hotel procedures and service expectations.

Skills

Guest relations

Complaint resolution

Communication

Interpersonal skills

Leadership

Team management

Stakeholder relationships

Organisational skills

Multitasking

Conflict management

Decision making under pressure

Grooming & etiquette

Shift flexibility

Additional language

Education

Matric / Grade 12

Hospitality diploma or degree

Tools

Opera

Microsoft Office

Job description

Karen Tupper Recruitment is seeking an experienced Front Office Manager for a luxury hotel in Cape Town. You will oversee guest services across lobby, reception, restaurants and conferencing facilities, ensuring personalised, attentive service that reflects the brand at every touchpoint.

Responsibilities include managing VIP stays, welcoming back guests, handling complaints with quick recovery plans, upselling rooms and outlets, coordinating with Front Office, Concierge and other departments,