Head of Guest Experience

About the role

O'Brien Recruitment is recruiting a Head of Guest Experience in the Western Cape, South Africa. Reporting directly to the General Manager, the role carries strategic and operational responsibility for four key functions: Guest Experience, Front Office, Reservations and Night Audit. It is a leadership position that balances exceptional hospitality with the commercial realities of running a successful hotel.

Key responsibilities

• Lead and execute a guest experience strategy that delivers exceptional, personalised and memorable stays.
• Provide strategic direction and operational oversight across multiple guest-facing departments.
• Drive revenue optimisation, financial performance and operational efficiency.
• Lead, coach and develop departmental managers and their teams.
• Analyse guest feedback and performance trends to raise service standards.
• Identify opportunities for innovation, better systems and more effective processes.
• Build strong cross-departmental relationships for a consistent guest experience.
• Work with the General Manager and senior leadership on the hotel's broader strategic objectives.

Required profile

• Hospitality Diploma or relevant degree (NQF Level 6 or above).
• At least five years of senior management experience in a 4-star or 5-star hotel.
• Proven experience leading multiple hotel departments and managing departmental managers.
• Proven track record of developing and implementing guest experience strategies.
• South African citizenship.

Required skills

• Operational knowledge of Front Office, Reservations, Night Audit and Guest Experience.
• Commercial acumen, financial management and revenue optimisation.
• Leadership, mentoring and team-building skills.
• Proficiency in Opera Cloud, guest feedback platforms and hotel reporting tools.