Head of Guest Experience; Head of GuestX Job Cape Town area,South Africa,Hospitality / Hotel / Catering

Position: Head of Guest Experience (Head of GuestX - 26)

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Head of Guest Experience (Head of GuestX - 26)

Head of Guest Experience | Newlands, Cape Town

(Monthly Paid – CTC)

Salary: ZAR0 - ZAR0/month + 0
Job Location: South Africa
-City of Cape Town
-Cape Town
-Newlands
Job Type: Permanent
Closing Date: 23 Oct 2026 18:59

The Vineyard Hotel is seeking an experienced and commercially astute Head of Guest Experience to lead our Guest Experience, Reservations, Front Office and Night Audit functions.

Reporting to the General Manager, this senior leadership role is responsible for delivering exceptional, personalised guest experiences while driving operational excellence, commercial performance and a culture of continuous improvement.

Key Accountabilities

Lead and implement the hotel's guest experience strategy, ensuring exceptional service standards and memorable guest journeys.
Provide strategic and operational leadership across Guest Experience, Reservations, Front Office and Night Audit.
Drive revenue optimisation, financial performance, operational efficiency and effective risk management.
Lead, coach and develop departmental managers and high-performing teams.
Champion innovation, cross-departmental collaboration and continuous improvement in guest satisfaction.

Minimum Requirements

Hospitality Diploma or relevant degree (NQF Level 6 or above).
Minimum five years' senior management experience within a 4- or 5-star hotel.
Proven experience managing multiple hotel departments and leading departmental managers.
Strong knowledge of Front Office, Reservations, Night Audit and guest experience operations.
Demonstrated commercial acumen, financial management and leadership capability.
Experience developing guest experience strategies, analysing guest feedback and driving service improvements.
Applicants must be a South African Citizen. Appointment will be subject to satisfactory criminal record, credit, qualification and reference checks.

Key Competencies

Guest Experience Leadership
Commercial & Revenue Management
Guest Feedback & Service Improvement
Financial Management
Leadership & Team Development
Strategic Innovation
Stakeholder Engagement
Hospitality Systems Proficiency:
Experienced in Opera Cloud, guest feedback platforms, and reporting tools.
Strategic Insight
Creating Support
Client-focused
Devotion to Quality
Situational Awareness
Analysing and Forming Opinions
Organisational Sensitivity
Planning

Preference will be given to Employment Equity candidates in line with the Company’s transformation objectives in the Employment Equity Plan.

Why Apply? This Is An Opportunity To

Lead and inspire high-performing teams while shaping a culture of service excellence, collaboration and continuous improvement.
Make a meaningful impact on the guest journey by driving innovative, personalised and memorable experiences at the Vineyard Hotel.
Play a key strategic role in the hotel’s success, influencing operational excellence, commercial performance and the overall guest experience.

Closing Date

Please apply by no later than 23 October 2026

Contact information
Caroline Naidoo