Guest Experience Manager - Ford Hermanus

Job Advert Summary

As the Guest Experience Manager, you will be the driving force behind delivering and sustaining the Ford Guest Experience (FGE) at our Ford Hermanus dealership.

Your mission: embed a "Guest First" culture across sales and service departments, ensuring consistency, quality, and excellence in every customer interaction.

Salary structure:

• Basic monthly salary
• Provident fund and medical aid benefits

Minimum Requirements

• Grade 12 or equivalent
• Hospitality, Communications, Consumer Studies Diploma or related qualification
• Min 2 years previous experience in a customer experience or guest relations role, ideally in the automotive or retail sector.
• Strong problem-solving abilities and the ability to remain calm under pressure.
• Strong leadership and coaching skills with the ability to inspire cross-functional teams.
• Excellent communication, interpersonal, and problem-solving abilities.
• A passion for creating memorable guest experiences and a detail-oriented mindset.
• Experience working with CRM systems and customer feedback tools
• Valid drivers lisence
• Clear criminal record

Duties and Responsibilities

• Ensure full adherence to all Ford Guest Experience (FGE) Standard Operating Procedures (SOPs) across departments.
• Champion a guest-centric mindset among sales and service staff, coaching them on best practices.
• Monitor guest feedback through various channels and collaborate with Sales and Service Managers to drive continuous improvement.
• Coordinate staff training based on Ford Academy certification pathways to ensure role-readiness and performance excellence.
• Act as an on-ground coach and motivator, helping teams understand and deliver every aspect of the FGE.