Head of Guest Experience

SUMMARY:
A well established, full service hotel is seeking an experienced and commercially astute Head of Guest Experience to lead Guest Experience, Reservations, Front Office and Night Audit operations. The successful candidate will drive exceptional guest experiences, operational excellence, commercial performance and continuous improvement while ensuring personalised service delivery and alignment with the hotel's strategic objectives.

POSITION INFO:
Key Responsibilities Lead and implement guest experience strategies to deliver personalised, memorable and seamless guest journeys. Oversee Guest Experience, Reservations, Front Office and Night Audit operations, ensuring consistent service excellence. Drive revenue optimisation, financial performance, operational efficiency and effective risk management. Lead, coach and develop departmental managers and high-performing teams. Analyse guest feedback, reviews and service trends to identify opportunities for improvement. Implement initiatives to enhance guest satisfaction, service delivery and operational performance. Promote innovation, collaboration and consistent service standards across departments. Build and maintain strong stakeholder relationships to support effective communication and collaboration. Monitor departmental performance and implement strategies aligned with the hotel's commercial and operational objectives. Ensure compliance with hotel policies, procedures and luxury hospitality standards. Minimum Requirements & Skills Must be a South African citizen. Must reside in Cape Town. Matric / Grade 12 qualification. Hospitality Diploma or relevant Degree at NQF Level 6 or above. 2–4 years’ relevant management experience within a 4- or 5-star hotel environment. Proven experience managing multiple hotel departments and leading departmental teams. Strong knowledge of Front Office, Reservations, Night Audit and guest experience operations. Proven commercial awareness, financial management and leadership skills. Experience developing guest experience strategies, analysing feedback and improving service delivery. Proficiency in Opera V5, guest feedback platforms and reporting tools. Excellent communication, organisational, strategic planning and stakeholder management skills. Strong analytical, decision-making and problem-solving abilities. Ability to lead teams effectively while maintaining high standards of service excellence. Must be well presented and professional in approach.  Fluent in English, with excellent written and verbal communication skills. Preference will be given to Employment Equity candidates in line with the Employment Equity Plan.