Guest Experience Manager

Guest Experience Manager
Franschhoek Wine Tram
Location: Franschhoek, Western Cape, South Africa
Salary: Competitive

Franschhoek Wine Tram is a leading player in the tourism and hospitality industry, dedicated to providing exceptional guest experiences. We take pride in delivering top-notch service and creating unforgettable memories for our guests. We are now seeking a passionate and experienced Service Manager to join our dynamic team.

Role Overview

The Guest Experience Manager is responsible for overseeing the daily operation of the Franschhoek Wine Tram, ensuring safe, efficient, and seamless service delivery while maintaining exceptional guest satisfaction.

This role provides leadership across multiple departments, including Guest Services, Tour Operations, Control Room, and other operational teams. The successful candidate will be passionate about hospitality, highly organised, and capable of leading teams in a dynamic tourism environment.

Key Responsibilities

• Lead and support operational and guest service teams.
• Oversee daily operations, tours, scheduling, and logistics.
• Deliver exceptional guest experiences and resolve customer concerns.
• Coordinate with wine estates and operational partners.
• Monitor service standards and drive continuous improvement.
• Produce operational reports and monitor business performance.

Requirements

• Tertiary Qualification in Hospitality, Tourism, Business, or Operations Management.
• Experience in transport, logistics, or tourism operations.
• Knowledge of hospitality or reservation systems.Minimum 5 years' management experience in tourism, hospitality, or operations.
• Strong leadership, organisational, and problem-solving skills.
• Excellent customer service and communication abilities.
• Fluent in English and Afrikaans.
• Proficient in Microsoft Office (Excel).
• Valid driver's licence and own reliable transport.
• Willing to work weekends and public holidays.
• Based in, or willing to relocate to, Franschhoek, Stellenbosch, Paarl, or surrounding areas.

If you're passionate about hospitality, operational excellence, and creating memorable guest experiences, we'd love to hear from you.

Ability to commute/relocate:

• Franschhoek, Western Cape: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelors (Required)

Work Location: In person