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?? Guest Experience Manager | Luxury Lodge | Sabi Sands ?? ? Salary: Negotiable DOE ? Live-in Position ? Location: Sabi Sands Kendrick Recruitment is seeking an experienced and passionate Guest Experience Manager to lead and shape the full guest journey at a luxury lodge in Sabi Sands. This is a senior leadership role responsible for ensuring every guest interaction—from pre-arrival to post-departure—is seamless, emotionally engaging, and memorable. ? Key Responsibilities Guest Journey Ownership • Oversee the integrity and execution of the end-to-end guest journey • Design and protect key guest rituals, moments, and transitions • Curate personalised experiences for VIPs, repeat guests, and special occasions • 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 to proactively adjust service • Partner with F&B, wellness, guides, housekeeping, and other teams to ensure seamless delivery • Elevate guest interaction quality through coaching and leadership People Leadership & Coaching • Lead, inspire, and develop guest-facing teams to deliver intuitive, emotionally intelligent service • Set clear expectations around presence, communication, and guest interaction • Facilitate experience-focused training and coaching sessions • Identify and develop future talent • Reinforce accountability while nurturing pride in service Brand & Experience Custodian • Ensure all guest touchpoints align with brand values and experience standards • Protect intimacy, warmth, and authenticity in all experiences • Contribute insights to enhance overall guest experience strategy • Prepare and oversee special occasions in conjunction with relevant departments Guest Feedback & Insight • Engage with guest feedback during and after stay • Identify trends and recurring issues to drive improvements • Share actionable insights with lodge leadership Commercial Awareness • Enhance revenue through curated guest experiences • Support repeat visitation and guest loyalty • Balance guest delight with operational and financial sustainability ? Requirements & Profile Essential ✔ 5–8 years’ experience in luxury hospitality or lodge/hotel environments ✔ Proven experience in guest relations or guest experience leadership ✔ High emotional intelligence and interpersonal presence ✔ Strong written and verbal communication skills ✔ Exceptional attention to detail and situational awareness Advantageous ✔ Exposure to guest experience design or service philosophy ✔ Familiarity with guest feedback platforms and PMS systems Personal Attributes • Enthusiastic about people and guest experience • Calm, grounded, and emotionally perceptive • Naturally hospitable and intuitive • Confident, proud of service, and team-focused • Proactive, solution-oriented, and adaptable under pressure If you are a strategic, guest-focused leader ready to elevate the luxury lodge experience, we would love to hear from you.
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