Guest Experience Manager

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

• 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

• 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