Head of Guest Experience

About the role

Karen Tupper Recruitment is recruiting a Head of Guest Experience for a position based in Cape Town, Western Cape. The role leads guest experience strategy and oversees the Guest Experience, Reservations, Front Office and Night Audit operations, driving service excellence, revenue and operational performance.

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 improvement opportunities.
• Implement initiatives that enhance guest satisfaction, service delivery and operational performance.
• Promote innovation, collaboration and consistent service standards across departments.
• Build strong stakeholder relationships and monitor departmental performance against commercial and operational objectives.
• Ensure compliance with hotel policies, procedures and luxury hospitality standards.

Required profile

• South African citizen residing in Cape Town.
• Matric / Grade 12 qualification.
• Hospitality diploma or relevant degree at NQF Level 6 or above.
• 2-4 years of relevant management experience in a 4- or 5-star hotel, including managing multiple departments and leading teams.
• Fluent in English, with excellent written and verbal communication; preference given to Employment Equity candidates.

Required skills

• Strong knowledge of Front Office, Reservations, Night Audit and guest experience operations.
• 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.
• Strategic planning, stakeholder management, analytical and problem-solving abilities.