Hotel Guest Experience Lead
Hazendal Wine EstateStellenbosch Local Municipality, Western Cape, South Africa
Posted February 11, 2025
Full Time
About the Company
Hazendal Wine Estate, situated in the Bottelary Hills near Stellenbosch, offers a holistic winelands experience that blends historic winemaking with modern hospitality. The estate’s core operations include premium wine production, curated tastings, and a full‑service restaurant and deli that showcase local terroir. In addition, Hazendal hosts functions, weddings, and corporate conferences, leveraging its elegant venues and award‑winning amenities to create memorable events for families and professionals. Its distinctive blend of over a century of winemaking heritage, a 2018 restoration that fused contemporary design with tradition, and proximity to Cape Town make Hazendal a sought‑after destination for both wine enthusiasts and event planners.
Job Description
We are hiring a Guest Experience Lead in our Hotel to ensure seamless, personalised, and memorable experiences for our guests. The Guest Experience Lead will gather and filter guest information, anticipate needs, resolve issues, and enhance satisfaction across all guest touchpoints.
Requirements
- Minimum Experience: Experienced
- Serve as the primary coordinator and communicator between departments
- Monitor and manage guest information in the CRM
- Act as the first point of contact for guest interactions
- Respond promptly and professionally to guest feedback and complaints
- Collaborate closely with Front Office, Reservations, and all operational teams
- Compile, develop, and execute innovative guest experience initiatives
- Ensure the ambiance, presentation, and overall guest environment is welcoming and meets brand standards
- Coach and support staff across outlets to maintain high service standards
- Support the implementation of on-the-job training and continuous skills development programs
- Work with management to review, assess, and improve processes, policies, and service delivery strategies
- Maintain a proactive approach toward sustainability initiatives and lead by example in fostering a responsible guest environment
- Handle emergency situations or unexpected issues calmly and efficiently
- Provide regular communication and updates to management on guest feedback trends, operational challenges, and opportunities for service improvement
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance