Guest Experience Manager

Location: Constantia

Luxury Estate & Hotel in Constantia, Cape Town is seeking a proactive and detail-oriented Guest Experience Manager.

In this key leadership role, you will be the face of the hotel, responsible for overseeing every aspect of the guest journey from check-in to check-out. You will lead the guest services team to ensure each guest enjoys a seamless, memorable experience.

Duties:

Lead and inspire the guest services team to deliver exceptional, personalised service.
Handle guest inquiries, feedback, and complaints with a proactive and solutions driven approach.
Monitor guest satisfaction and implement strategies to improve service delivery.
Maintain a visible presence on the floor, engaging directly with guests to ensure their comfort and satisfaction.
Ensure full compliance with health, safety, and hospitality regulations.
Prepare and monitor departmental budgets and reports.
Drive digital guest engagement and manage online review platforms.
Develop and uphold guest service standards aligned with the hotel’s brand values.
Coordinate with all departments to ensure a cohesive and responsive guest experience.

Requirements:

Grade 12
Minimum 3–5 years in a guest relations or management role, preferably within a luxury hotel.
Strong leadership skills with the ability to inspire and coordinate a high-performing team.
Exceptional communication and interpersonal abilities. Fluency in English is essential; additional languages are a plus.
Advanced problem-solving skills and the ability to remain composed under pressure.
Highly detail-oriented, with a passion for excellence in guest service.
Tech-savvy, with experience using hotel management systems and digital feedback tools.
Knowledge of Cape Town and the Constantia Wine Valley is highly advantageous.
Flexibility to work shifts, including evenings, weekends, and public holidays.
Valid driver’s license and a clean driving record.
Cultural sensitivity and the ability to adapt to a diverse clientele.