Customer Experience Manager (Hospitality Sector)

Our client, a prominent and renowned Wine Estate, is seeking to employ a Customer Experience Manager (Customer Experience Manager (Hospitality Sector) to their team based in in Cape Town.

Our client is well know for delivering world-class, quality wines, sensory encounters and special experiences.

As the Hospitality / Customer Experience Manager, you are responsible for orchestrating an unparalleled hospitality experience for our guests at every touchpoint within our establishment.

Your primary focus will be on enhancing service standards, increasing sales, and optimizing operational efficiency within the tasting rooms.

This pivotal role involves leading a team to ensure that every aspect of guest interaction aligns with the quality and essence that defines our brand.

Requirements:

• Exceptional leadership abilities to inspire and guide teams effectively.
• Decisive decision-making skills to navigate diverse operational scenarios.
• Ability to thrive under pressure and maintain composure during peak periods.
• Strong planning and organizational skills for efficient resource allocation.
• Prior experience in hospitality management.
• Excellent communication and interpersonal skills.
• Proven track record of driving sales, managing budgets, and achieving business objectives.

Responsibilities:

Hospitality Management:

• Supervise floor managers to uphold high service standards among staff members.
• Collaborate with the Reservations and Sales Administrator to organize various functions such as tastings, meetings, staff events, and marketing activities.
• Conduct regular training sessions to ensure a consistently high level of service in the Tasting Room and across all guest interactions.
• Manage the end-to-end customer experience on the estate, exceeding guest expectations and creating memorable experiences.
• Uphold exceptional customer service standards and resolve any guest issues or complaints professionally and efficiently.
• Develop and implement comprehensive training programs to foster staff development and continuous improvement.
• Foster a culture of innovation and excellence within the hospitality team.
• Build and maintain strong relationships with key stakeholders, including suppliers and partners, to enhance overall guest experience.
• Monitor industry trends, competitor activities, and guest feedback to stay ahead in the market and continuously improve offerings.
• Collaborate with other departments to ensure seamless operations and enhance overall guest satisfaction.
• Lead by example, demonstrating professionalism, integrity, and a passion for hospitality excellence.

Administrative Duties:

• Oversee the opening and closing procedures for all Tasting Rooms and stores, ensuring compliance with operational standards.
• Manage front-of-house staff, including rostering, overtime approvals, disciplinary actions, and recruitment.
• Handle online reviews and customer complaints professionally, addressing issues promptly and implementing corrective measures as needed.
• Continuously evaluate services and offerings, devising improvement plans to enhance guest satisfaction and drive sales.
• Monitor and control stock levels, including retail items, water, packaging, etc., in alignment with budgetary constraints.
• Conduct regular stock control audits and ensure accurate storeroom reconciliations.
• Collaborate with the Sales and Marketing Manager to set monthly sales targets and execute the strategies to achieve them.
• Prepare and present detailed monthly sales and operational reports to senior management.
• Execute business objectives outlined by senior management, contributing to overall business growth and operational excellence.

Kindly note that only shortlisted candidates will be contacted.
Please be advised that if you do not receive a response within two weeks of applying, you can consider your application unsuccessful.