Senior Guest Experience Manager

As a Senior Guest Experience Manager at Mount Nelson, you are part of a collective that crafts memorable guest experiences through exceptional customer service and personalized assistance. If you’re looking to develop your skills and be part of the future of luxury, this is your moment!

Primary Responsibilities Include:

• Provide Duty Management coverage.
• Attend to special guests (e.g. VIP’s and Belmond Corporate guests) and ensure
• they are well taken care of at the various hotel outlets.
• Analyse customer feedback and online reviews and suggest ways to improve our service and offering.
• Provide exceptional experiences for guests throughout their stay
• Continually create “WOW” moment by anticipating guests’ needs, coordinating all operational efforts to meet those needs, and highlighting “surprise and delight” opportunities (celebrations, welcome back, long stay, and VIP).
• As an extension of the General Manager and Hotel Manager on property, assume responsibility and have the authority to make the required decisions.

Requirements

What You Bring:

• Diploma / Degree from a reputable institution preferred.
• Minimum of 6 years’ experience in a similar role in luxury hospitality sector.
• Proven work experience at a mid to senior level in hospitality management.
• Proficiency in English; knowledge of other languages is a plus
• Strong sense of responsibility and a professional presentation.
• Familiarity with hospitality industry luxury standards.

Benefits

What We Offer:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive basic salary
• Loyalty and recognition rewards programs
• Employee Assistance & Wellness programs

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry.