Guest Experience Manager

About the role

The Guest Experience Manager at Mount Nelson is responsible for delivering memorable stays by providing exceptional, personalized service to every guest. This role acts as the primary point of contact, ensuring that guest needs are anticipated and met throughout their visit.

Key responsibilities

• Provide exceptional experiences for guests throughout their stay.
• Serve as the “One Point Contact” for guests, gathering feedback and addressing concerns.
• Monitor daily bookings and verify that assigned rooms are prepared and inspected before check‑in.
• Coordinate communication between guests and internal teams, following up to resolve issues.
• Inform guests about hotel services, facilities, and dining options.
• Promote all hotel amenities, conveniences, and programs.
• Liaise with Housekeeping and Food & Beverage teams to enhance the overall guest experience.

Required profile

• Diploma or degree from a reputable institution.
• Minimum 3–4 years of experience in a similar role within the luxury hospitality sector.
• Proven mid‑to‑senior level experience in hospitality management.
• Fluent in English; additional languages are a plus.
• Strong sense of responsibility and professional presentation.
• Familiarity with luxury hospitality standards.

Required skills

What we offer

• Competitive basic salary and benefits.
• Loyalty and recognition rewards programs.
• Employee Assistance & Wellness programs.