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Job Summary
Kendrick Recruitment is seeking an experienced Guest Experience Manager for a prestigious lodge in the Sabi Sand. This is a key leadership position focused on creating an exceptional and highly personalised guest journey from pre-arrival through to departure and beyond. The successful candidate will lead and inspire guest-facing teams, ensuring that service feels intuitive, warm and genuinely memorable while maintaining the highest luxury hospitality standards. Key responsibilities: Take ownership of the complete guest journey, from pre-arrival through to post-stay Ensure every guest feels recognised, anticipated and genuinely cared for Create and maintain thoughtful guest touchpoints, special moments and experiences Curate personalised experiences for VIPs, repeat guests, special occasions and long-stay guests Maintain a visible and engaged presence throughout guest areas Conduct regular guest experience walkabouts and informal quality checks Anticipate guest needs through strong observation, attention to detail and emotional awareness Act as the escalation point for complex or sensitive guest situations Ensure seamless communication and coordination between all departments Work closely with operational teams to deliver consistent in-lodge and external guest experiences Lead; coach and inspire guest-facing teams to deliver intuitive and emotionally intelligent service Set clear expectations around guest interaction, communication, presentation and service standards Facilitate guest experience training and ongoing coaching Identify and develop talent within guest-facing teams Foster a positive, confident and guest-focused team culture Ensure all guest touchpoints consistently reflect the lodge's luxury standards and values Coordinate special occasions and personalised guest arrangements Engage with guest feedback during and following stays Identify trends and recurring challenges and translate feedback into practical improvements Share relevant guest insights with senior lodge management Support guest loyalty and repeat visitation through meaningful, personalised experiences Maintain an awareness of operational and financial considerations while prioritising exceptional service Requirements: 5–8 years’ experience within luxury hospitality, preferably in a lodge, safari or high-end hotel environment Proven experience in guest relations, guest experience or a similar leadership position Strong leadership and team-development abilities Exceptional interpersonal and communication skills High emotional intelligence and the ability to read guest needs and situations effectively Outstanding attention to detail and situational awareness Confident leading and influencing teams across departments Excellent written and verbal communication skills Calm and professional when dealing with sensitive or challenging guest situations Passionate about people, hospitality and creating memorable guest experiences Naturally warm, intuitive and engaging, with a confident but understated approach Strong sense of pride in service excellence and team development Guest experience design or luxury service training would be advantageous Familiarity with guest feedback platforms and PMS systems would be beneficial The ideal candidate will be present; observant, emotionally perceptive and naturally hospitable ; with the ability to create genuine connections with both guests and team members. This is a live-in position offering a competitive salary dependent on experience and the opportunity to join an exceptional safari operation in the Sabi Sand.
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