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Job Summary
An ultra luxury portfolio of properties is seeking an Operations & Guest Experience Manager. The ideal candidate will be responsible for the on-the-ground guest experience from pre-arrival handover through departure, ensuring every stay feels seamless, personal, calm and high-end. Working closely with the Reservations Manager and Office Manager, The Operations & Guest Experience Manager will manage the full booking and guest journey. This role is the practical “host on the ground”; meet-and-greet, point of contact, concierge coordination, housekeeping, property readiness, maintenance follow-up and service quality. KEY RESPONSIBILITIES: Guest experience Meet and greet guests on arrival where appropriate. Act as the main guest point of contact during the stay. Handle guest requests quickly, warmly and professionally. Coordinate concierge services: restaurants, transport, chefs, spa/wellness, activities, shopping, special occasions and local recommendations. Manage check-in, check-out and guest handovers. Ensure each guest feels personally looked after, not just “processed”. Property readiness Inspect properties before arrival. Ensure welcome packs, amenities, flowers, linen, towels, heating/cooling, Wi-Fi, keys/access and guest information are ready. Walk through villas/apartments with a critical eye before each stay. Report issues before guests notice them. Housekeeping and cleaning Coordinate cleaning teams, laundry and turnarounds. Maintain company standards for cleanliness, presentation and attention to detail. Check post-clean quality. Manage special cleaning requests and mid-stay housekeeping. Guest communication Work with the Reservations Manager on pre-arrival information and special requests. Ensure smooth handover from booking to arrival. Keep guest communication warm, concise and professional. Manage complaints calmly and find practical solutions. Systems and standards Help create SOPs for arrivals, departures, cleaning, inspections, maintenance, concierge and complaints. Maintain checklists for each property. Track guest preferences and repeat-guest notes. Support review quality and guest feedback follow-up. REQUIREMENTS: Previous experience in a similar role within luxury hospitality, villa, boutique hotel or high-end rental experience. Excellent eye for detail. Calm under pressure. Warm; polished and guest-facing. Strong organiser and problem solver. Comfortable managing suppliers and cleaning teams. Hands-on; practical and not desk-bound. Knowledge of Cape Town highly advantageous Must have a valid drivers’ license Excellent communication skills and fluent in English Be available to work outside of normal work hours depending on guests arrivals and/or departures
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