Hotel Guest Experience Manager

SUMMARY:
Leading and developing the hotel Guest Experience team to deliver exceptional service.

POSITION INFO:

Exceptional hospitality is created through genuine connections, thoughtful service, and memorable experiences.
At The President Hotel, every guest interaction is an opportunity to create a lasting impression. From personalised arrivals and VIP experiences to resolving guest requests with warmth and professionalism, our Guest Experience team ensures every stay exceeds expectations. As we continue our journey toward luxury, we are looking for an experienced Hotel Guest Experience Manager to lead our Guest Experience team and inspire exceptional service throughout the hotel.
If you are passionate about luxury hospitality, enjoy leading by example, and thrive on creating unforgettable guest experiences, this role is for you.

Minimum Requirements

• Matric Certificate (Grade 12)
• Hospitality Management or Hotel School qualification (advantageous)
• Minimum 3–5 years' experience in a Guest Experience Manager, Guest Relations Manager, Front Office Manager, or similar leadership role within a 4-star or 5-star hotel
• Previous experience leading a Guest Experience or Guest Relations team essential
• Strong hands-on OPERA PMS experience essential
• Excellent computer literacy, including Microsoft Office
• Outstanding communication, interpersonal, and leadership skills
• Strong problem-solving and complaint resolution abilities
• Excellent organisational skills with the ability to manage multiple priorities simultaneously
• In-depth knowledge of Cape Town attractions, experiences, restaurants, and tourism offerings advantageous
• Ability to work shifts, weekends, and public holidays
• Professional grooming and presentation
• CV must be fully updated prior to submission

What You'll Be Doing

• Leading and developing the Guest Experience team to deliver exceptional service throughout the guest journey
• Creating memorable guest experiences through personalised service and proactive guest engagement
• Managing VIP arrivals, group welcomes, special occasions, room amenities, and personalised guest experiences
• Ensuring all guest requests, enquiries, compliments, and complaints are handled promptly and professionally
• Overseeing guest profiling, pre-arrival planning, guest communications, and post-departure follow-up
• Managing guest communication channels, including WhatsApp, email, courtesy calls, and guest feedback
• Working closely with Housekeeping, Front Office, Food & Beverage, Maintenance, Reservations, and other departments to ensure seamless service delivery
• Maintaining exceptional lobby presentation and regularly inspecting public areas to ensure hotel standards are consistently achieved
• Overseeing Travel Desk partnerships, guest tours, transfers, and bespoke Cape Town experiences
• Managing room allocations, VIP check-ins, room moves, and guest profile updates using OPERA PMS
• Coaching, mentoring, and developing the Guest Experience team while promoting a culture of warmth, accountability, and service excellence
• Supporting The President Hotel's journey toward luxury by consistently exceeding guest expectations and creating unforgettable experiences

Why Join The President Hotel

• Be part of Cape Town's Most Loved Hotel
• Work in a high-volume, professional hotel environment
• Play a key role in our journey toward luxury
• Lead a passionate Guest Experience team dedicated to delivering exceptional hospitality
• Create memorable experiences for local and international guests visiting one of Cape Town's most iconic hotels
• Competitive salary, company contribution to medical and pension and great team culture