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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