Guest Experience Manager

2 months ago

Cape Town, South Africa HotelJobs.co.za Full time

Hotel & Spa in Constantia is looking for a dynamic and dedicated Guest Experience Manager to join their team. In this role, you will be the face of the hotel, ensuring that every guest receives personalized service and has a memorable experience from check-in to check-out. You will oversee the guest services team, anticipate guest needs, handle inquiries, and resolve any issues promptly to maintain the highest standards of hospitality.

**Responsibilities**:

- Provide a warm and professional welcome to all guests, ensuring their individual preferences are understood and catered for throughout their stay.
- Anticipate and address guest needs, ensuring a unique and exceptional experience tailored to each visitor.
- Manage and lead the front-of-house team, including receptionists, concierges, and porters, fostering a culture of excellence and continuous improvement.
- Respond promptly to guest feedback and complaints, resolving issues efficiently to exceed guest expectations.
- Proactively develop and implement new guest services and amenities to enhance the guest experience and build loyalty.
- Coordinate closely with housekeeping, F&B, and other departments to ensure seamless service delivery across the hotel.
- Assist in planning and executing special events or unique experiences for guests such as private wine tastings, golf experiences, or spa retreats.
- Act as a brand ambassador, ensuring all interactions reflect our values and commitment to luxury hospitality.
- Monitor guest feedback and satisfaction scores through various channels (guest reviews, in-person, surveys) and provide reports to senior management with recommendations for improvement.

**Requirements**:

- Minimum of 3-5 years in a guest relations or management role, ideally within a luxury hotel or boutique property.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent problem-solving skills with a proactive, hands-on approach.
- Outstanding communication and interpersonal skills, with fluency in English. Knowledge of additional languages is a plus.
- A meticulous approach to ensuring every aspect of the guest experience is flawless.
- Familiarity with Cape Town and the Constantia Wine Valley is highly desirable, as you will be expected to provide expert recommendations and guidance to guests.
- Comfortable with hotel management software and online review platforms.
- Willingness to work flexible hours, including weekends and public holidays, as required.

What We Offer:

- Competitive salary
- Professional growth opportunities
- Staff discounts on hotel, spa, and dining experiences
- A supportive and collaborative work environment in a stunning natural setting

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