Luxury Guest Experience & Ops Lead

Embark on an executive journey within a prestigious hospitality setting, where your leadership will elevate guest experiences and operational excellence. Our esteemed client, a prominent player in the luxury hospitality and travel industry, is seeking a seasoned Operations & Guest Experience Manager to spearhead their guest relations and operational standards across their stunning properties in the Western Cape.

This role offers a unique opportunity for a dynamic professional to manage and optimise guest interactions, oversee property standards, and lead a team dedicated to delivering exceptional service. If you are ready to assume a pivotal role with significant responsibility and growth potential, this opportunity is tailored for you.

Duties:

• Greet and welcome guests, ensuring a warm and professional first impression.

• Act as the main point of contact for guests throughout their stay.

• Handle guest requests with promptness, warmth, and professionalism.

• Coordinate concierge services including dining, transport, wellness, activities, and local recommendations.

• Manage check-in, check-out, and guest handovers seamlessly.

• Inspect properties prior to guest arrivals to ensure readiness.

• Prepare welcome packs, amenities, and ensure all technical and comfort features are operational.

• Conduct thorough walkthroughs of villas and apartments to maintain high standards.

• Report and resolve issues proactively before guests notice.

• Coordinate with cleaning teams, laundry, and housekeeping for timely turnarounds.

• Maintain cleanliness, presentation, and attention to detail according to company standards.

• Oversee quality checks post-cleaning and manage special cleaning requests.

• Collaborate with Reservations on pre-arrival information and specific guest requests.

• Facilitate smooth communication between booking and arrival phases.

• Manage guest complaints with professionalism, aiming for practical resolutions.

• Develop and maintain SOPs for various operational aspects.

• Keep detailed checklists for property inspections and maintenance.

• Track guest preferences and contribute to personalized service enhancements.

• Support review management and guest feedback follow-up.

Requirements:

• 3 to 5 years of management experience in hospitality or related industries.

• Strong guest relations and management skills.

• Proven ability to coordinate with suppliers and service providers.

• Experience with hotel and resort management standards.

• Excellent communication and problem-solving skills.

• Proficiency in managing multiple priorities in a dynamic environment.

Familiarity with the following:

• Hospitality software and management tools.

• South African tourism and local service providers.

Benefits:

• Medical Aid Contribution

• Provident Fund Contribution

Salary: R50,000 - R50,000 per month (Negotiable)

If you are a dedicated professional ready to lead and inspire within a luxurious setting, we invite you to apply now and take the next step in your career.

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