Guest Experience Supervisor

Guest Experience & Partnerships Representative

About Botany House Boutique RetreatBotany House Boutique Retreat is an exclusive five-suite luxury boutique retreat in Cape Town, offering a highly personalised guest experience in an elegant, tranquil setting. We are building one of Cape Town's leading luxury boutique hospitality brands and are looking for an energetic, commercially minded individual to grow with the business.

Position Summary

This is a dynamic, multi-disciplinary role combining luxury guest experience, hotel operations, business development, partnership management and marketing coordination.The successful candidate will ensure every guest enjoys an exceptional stay while actively building relationships with tourism partners, increasing direct bookings, managing daily online rates and supporting the growth of the Botany House brand.

Guest Experience

• Deliver an exceptional guest experience from enquiry through departure. Welcome guests and provide personalised recommendations. Promote upgrades, experiences and additional services. Respond promptly and professionally to guest enquiries. Resolve guest concerns while maintaining luxury service standards.

Hotel Operations

• Coordinate daily hotel operations. Supervise housekeeping and breakfast service. Inspect guest suites and public areas daily. Coordinate maintenance and suppliers. Manage reservations, guest records and administration. Monitor guest payments. Assist with staff training and service standards.

Revenue & Rate Management

• Review Booking.com, Airbnb, Expedia and direct booking rates daily. Monitor competitor pricing and local demand. Adjust online rates to maximise occupancy and revenue. Monitor booking pace and availability. Drive increased direct bookings.

Partnerships & Business Development

• Develop relationships with tour operators, travel agents, concierges and tourism businesses. Conduct daily outreach by phone, email, WhatsApp and in person. Host familiarisation visits. Attend tourism networking events. Generate qualified referral partnerships.

Marketing Coordination

• Coordinate social media with external creatives. Support digital marketing campaigns. Coordinate collaborations, wellness retreats and events. Maintain OTA listings and website content. Monitor SEO and marketing trends.

Success Measures

• Maintain Google rating above 4.9 stars. Achieve exceptional guest reviews. Increase occupancy and ADR. Increase direct bookings. Maintain contact with 20–30 tourism partners each week. Secure new referral partners monthly.

Daily Responsibilities

• Review occupancy and arrivals. Check and adjust online room rates. Monitor competitor pricing. Conduct partner outreach. Follow up existing partners. Respond to guest enquiries. Inspect rooms and public areas. Coordinate housekeeping and maintenance. Update reservations. Coordinate marketing activities.

Ideal Candidate

• Passionate about luxury hospitality. Excellent communication and relationship-building skills. Professional and commercially minded. Highly organised and self-motivated. Experience in hospitality, tourism or luxury retail preferred. Comfortable using hotel booking platforms and Microsoft Office.

Work Location: In person