Hotel Guest Experience Manager

About the role

The President Hotel is seeking a passionate Hotel Guest Experience Manager to lead its Guest Experience team. You will shape every guest interaction, from personalised arrivals to VIP services, ensuring each stay exceeds luxury expectations.

Key responsibilities

• Lead, coach and develop the Guest Experience team to deliver exceptional service throughout the guest journey.
• Design and execute personalised guest experiences, including VIP arrivals, group welcomes, special occasions and bespoke Cape Town tours.
• Handle all guest requests, compliments and complaints promptly and professionally across channels such as WhatsApp, email and phone.
• Coordinate with Housekeeping, Front Office, F&B, Maintenance, Reservations and other departments to ensure seamless service delivery.
• Maintain lobby and public area standards, oversee travel desk partnerships and manage room allocations using OPERA PMS.
• Conduct pre‑arrival planning, guest profiling, post‑departure follow‑up and continuous improvement of guest communication.

Required profile

• Matric Certificate (Grade 12); hospitality qualification advantageous.
• 3‑5 years in a Guest Experience, Guest Relations, Front Office or similar leadership role within a 4‑star/5‑star hotel.
• Proven experience leading a Guest Experience or Guest Relations team.
• Strong problem‑solving, communication and organisational abilities.
• Knowledge of Cape Town attractions and tourism offerings is a plus.
• Willingness to work shifts, weekends and public holidays with professional grooming.

Required skills

• OPERA PMS
• Microsoft Office