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Job Summary
The Guest Experience Manager (GEM) is the custodian of the guest journey across the property. his role is responsible for shaping, delivering, and continuously refining a guest experience from pre-arrival to post-departure reflects our values, sense of place, and commitment to presence, warmth, and intuitive service. This is not a front office management role, but a leadership position that sits across departments to align people, spaces, guest experiences, and service moments into one coherent guest experience.Core Criteria:
- 5–8 years’ experience in luxury hospitality or lodge/hotel environments
- Proven experience in guest relations or guest experience leadership/management.
- High emotional intelligence and strong interpersonal presence
- Comfortable leading through influence rather than hierarchy
- Exceptional written and verbal communication skills
- Strong situational awareness and attention to detail
- Exposure to guest experience design or service philosophy work
- Familiarity with guest feedback platforms and PMS systems
Key Outcomes of the Role
- Guests feel seen, anticipated, and cared for
- The guest journey is intentional, consistent, and memorable
- Guest-facing teams are confident, present, and aligned
- Guest feedback reflects emotional connection, not only satisfaction
- Guest Journey Ownership
- Accountable for the integrity and execution of the end-to-end guest journey (pre-arrival, arrival, in-stay, departure, post-stay)
- Design and protect key guest rituals, moments, and transitions
- Ensure consistency of experience while respecting the unique character of each lodge or hotel.
- Curate experiences for VIPs, repeat guests, special occasions, and long-stay guests
- Act as escalation point for complex or sensitive guest situations
Experience Delivery & Presence
- Maintain a visible, engaged presence in guest areas
- Conduct daily experience walkabouts and informal quality checks
- Observe guest behaviour and emotional cues to proactively adjust service
- Partner with Support Office, Marketing, Front Office, Hosts, F&B, Wellness, Fitness, Guides, Housekeeping, and Activity Partners to ensure seamless experience delivery. Inclusive of residences and out and about experiences.
- Elevate the quality of guest interaction beyond service delivery, through visible leadership and coaching
People Leadership & Coaching
- Lead, coach, and inspire guest-facing teams to deliver intuitive, emotionally intelligent service
- Set clear expectations around presence, language, body language, and guest interaction
- Facilitate experience-focused training and coaching sessions
- Identify and develop future talent within guest-facing teams
- Reinforce accountability while nurturing confidence and pride in service
- Ensure Guest Experiences trainings outcomes are lived within the property.
- Serve as the connector between departments, shaping a consistent guest-first mindset across the property
Brand & Experience Custodian
- Ensure all guest touchpoints align with brand values and experience standards
- Protect intimacy, warmth, and authenticity as the business scales
- Collaborate with Marketing and Guest Experience leadership on storytelling and enhancements
- Contribute insights into broader Guest Experience strategy
- Conduct all preparations for special occasions in conjunction with the GE Department and Interiors.
- Act as the on-property translator of the brand, embedding its values into daily behaviours and team practices
Guest Feedback & Insight
- Engage with guest feedback during and after stay
- Review and respond to guest feedback platforms in line with brand tone
- Identify experience trends and recurring pain points
- Translate feedback into practical improvements and coaching moments
- Share insights with the GM and Group Guest Experience leadership
Commercial Awareness (Experience-Led)
- Enhance revenue through curated experiences rather than transactional upselling
- Support repeat visitation and guest loyalty through emotional connection
- Balance guest delight with operational and financial sustainability
- Protect brand value over discount-led decision making
Personal Attributes
- Enthusiastic about people
- Enthusiastic about guest experience and creating moments
- Calm, grounded, and emotionally perceptive
- Naturally hospitable and intuitive
- Confident without ego
- Proud of service and people
- Present, observant, and intentional
Wild Dreams Hospitality
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