Guest Experience and Services Manager

Purpose of Position

O’Two Hotels is seeking a polished, emotionally intelligent and service-led Guest Experience and Services Manager to shape the guest journey across Terra by O’Two and Mar by O’Two. This role leads the guest-facing rhythm of arrival, stay, recovery, recognition, concierge coordination and departure, ensuring every interaction feels personal, thoughtful and beautifully controlled.

Key responsibilities

• Lead guest experience standards across arrival, check-in, stay touchpoints, special occasions, recovery and departure.
• Oversee Guest Service Agents, Telephone Operators, Concierge and related guest service functions as required.
• Monitor guest feedback, reviews, preferences, complaints and recovery actions with fast, visible follow-through.
• Drive guest recognition, personalisation, VIP handling, amenities and special request coordination.
• Partner with Housekeeping, Reservations, F&B, Spa, Security and Engineering to resolve guest needs seamlessly.
• Coach the team on tone, warmth, confidence, product knowledge and luxury service detail.
• Maintain service standards, daily briefings, guest traces, handovers and operational communication.
• Support pre-opening guest journey mapping, team training and SOP implementation.

Essential Required Qualifications

• Minimum 4 to 5 years’ guest experience, front office, guest relations or rooms division experience, with leadership responsibility.
• Currently hold a similar role within a 4-star luxury or 5-star luxury hotel environment.
• Protel PMS experience is essential.
• Strong experience with VIP guests, guest recovery, team leadership and luxury service standards.
• Excellent written and verbal English communication skills.
• Must be eligible to work in South Africa.

Preferred Experience

• Experience in an international or internationally branded hotel environment will be highly advantageous.
• Experience with hotel pre-opening, concierge services or butler-style service will be advantageous.
• Additional languages will be beneficial.

Key Competencies & Skills

• High emotional intelligence and polished presence.
• Strong leadership with a calm, solution-focused style.
• Obsessed with detail without losing warmth.
• Able to turn guest preferences into memorable moments.

What We Offer

• The opportunity to be part of O’Two Hotels as we grow into two distinct worlds: Terra by O’Two and Mar by O’Two.
• A professional luxury hospitality environment where human touch, uncompromising detail and collective success matter.
• Exposure to hotel pre-opening activity, operational growth and cross-department collaboration where relevant.
• Ongoing learning, development and career growth.
• A culture built around our team promise: Transform. Grow. Thrive with Pride.

Closing Date

Closing date: 31 July 2026

If you are interested

If you are interested, submit your CV and a brief cover letter outlining your relevant experience and availability.

If you are passionate about maintaining impeccable standards and leading a dedicated team behind the scenes, this is your opportunity to play a vital role in a high-quality hospitality operation.

If you do not hear from us within the next two weeks, due to the high volume of applications we receive, we thank you for your interest and kindly ask that you consider your application unsuccessful.

O’Two Hotel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.