Senior Guest relations officer

Senior Guest Relations Officer

Our Cape Joy team is looking for a Senior Guest Relations Officer. You will take ownership of the guest‑facing operation and guest experience lifecycle. You will act as the right hand to the General Manager, ensuring seamless service delivery, supervising housekeeping standards, managing reservations and financial administration, and resolving guest concerns with professionalism and discretion. This role requires a mature, proactive individual who can operate independently and lead by example.

Key Responsibilities

Guest Experience & Service Excellence

• Serve as the primary point of contact for guests from pre‑arrival to post‑departure, anticipating needs and personalising stays where possible.
• Proactively resolve guest complaints and service recovery situations with professionalism and judgment.
• Provide high‑level local recommendations and arrange exclusive experiences, dining, and...