Head of Hospitality & Guest Experience | West Coast Western Cape

Introduction

A distinguished 5-star boutique hospitality group situated on the picturesque West Coast of the Western Cape is seeking an exceptional Head of Hospitality & Guest Experience to drive service excellence across its collection of luxury properties. This strategic leadership role is designed for an experienced hospitality professional who possesses a deep understanding of luxury guest experiences, operational excellence, team development, and brand positioning.

The successful candidate will be responsible for developing, implementing, and maintaining world-class guest experience standards across the group. Working closely with senior leadership and property management teams, the Head of Hospitality & Guest Experience will champion a culture of exceptional service, ensuring that every guest interaction reflects the group’s commitment to luxury, authenticity, and personalized hospitality.

This role requires a visionary leader who can elevate service delivery while maintaining operational efficiency and consistency across multiple hospitality environments. The successful candidate will oversee guest journey mapping, quality assurance initiatives, staff training and development, service audits, brand standards, and guest satisfaction performance. They will also work closely with operational teams to identify opportunities for continuous improvement and innovation within the guest experience.

Candidates should have extensive leadership experience within luxury hospitality and demonstrate a proven ability to inspire teams, implement service excellence programs, and foster a guest-centric culture. Strong communication skills, emotional intelligence, commercial awareness, and attention to detail are essential. The ideal individual will be passionate about creating memorable guest experiences, mentoring future hospitality leaders, and ensuring the group remains a benchmark for luxury hospitality within South Africa. This is a unique opportunity to join a growing hospitality brand and play a pivotal role in shaping the future of guest experience excellence across an exceptional portfolio of luxury properties.

Job Requirements

• Minimum 5 years’ senior leadership experience within luxury hospitality
• Proven experience within 4-star or 5-star hotels, lodges, or boutique hospitality groups
• Strong guest experience and service excellence background
• Multi-property management experience advantageous
• Experience developing and implementing SOPs and brand standards
• Exceptional leadership and team development skills
• Strong training, coaching, and mentoring abilities
• Excellent communication and presentation skills
• Strong commercial and operational understanding
• Ability to analyse guest feedback and implement improvements
• High emotional intelligence and interpersonal skills
• Valid driver’s licence and willingness to travel between properties

Job Description

• Lead the guest experience strategy across all properties
• Develop and maintain luxury hospitality standards
• Oversee guest satisfaction and service excellence initiatives
• Conduct operational and service quality audits
• Develop training programs for hospitality teams
• Mentor and support operational leadership teams
• Monitor guest feedback, reviews, and satisfaction metrics
• Drive continuous improvement and innovation in guest experiences
• Ensure brand consistency across all properties
• Collaborate with department heads on service delivery improvements
• Establish and monitor guest experience KPIs
• Support recruitment and succession planning initiatives
• Strengthen the group’s luxury hospitality culture
• Represent the brand at industry and guest engagement events

Salary: Negotiable Depending on Experience

No Accommodation is included

Start Date: ASAP