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⭐ NEW Luxury Lodge Vacancy – Sabi Sands ?✨ ? Guest Experience Manager (GEM) – Exclusive 5 Star Safari Lodge – Sabi Sands ➡️ Live-in Role | Market-related salary (DOE) Kendrick Recruitment is recruiting an exceptional Guest Experience Manager (GEM) for an exclusive luxury safari lodge in the Sabi Sands. This is a senior, guest-journey leadership role and is not a Front Office Manager position. The GEM is the custodian of the full guest journey, ensuring every touchpoint is emotionally resonant, deeply personal, and consistently aligned to a luxury service philosophy. This role requires high emotional intelligence, exceptional presence, and the ability to lead across departments through influence, coaching, and guest-first alignment. Key Outcomes • Guests feel seen, anticipated, and genuinely 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 • Brand experience standards are protected and elevated daily Key Responsibilities Guest Journey Ownership • Own and protect the end-to-end guest journey, pre-arrival through post-stay • Curate guest rituals, moments, and transitions that elevate the stay • Personalise experiences for VIPs, repeat guests, special occasions, and long stays • Act as escalation point for sensitive or complex guest situations Experience Delivery & Presence • Maintain visible leadership presence in guest areas • Conduct daily experience walkabouts and informal quality checks • Observe guest cues and proactively adjust service and touchpoints • Ensure all guest communication reflects the correct tone and brand standard • Partner with FOH, F&B, wellness, guiding, housekeeping, activities, and support teams to ensure seamless experience delivery People Leadership & Coaching • Coach and develop guest-facing teams to deliver intuitive, emotionally intelligent service • Set clear expectations around presence, language, body language, and interaction • Facilitate experience-focused training and on-the-floor coaching • Identify and develop future talent within guest-facing teams • Build a consistent guest-first mindset across departments Brand & Experience Custodian • Uphold and protect the lodge’s luxury service identity: warmth, intimacy, authenticity • Ensure touchpoints align with brand values and experience standards • Contribute to storytelling and guest experience enhancements • Oversee special occasion preparations in collaboration with relevant teams Guest Feedback & Insight • Engage with guest feedback during and after stays • Respond to feedback professionally and in the correct brand tone • Identify recurring trends and translate them into practical improvements • Share insights with lodge leadership and broader guest experience stakeholders Commercial Awareness (Experience-led) • Enhance revenue through curated experiences, not transactional upselling • Support repeat visitation and loyalty through connection and personalisation • Balance guest delight with operational sustainability and brand value Requirements • 5+ years experience in luxury hospitality or lodge/hotel environments • Proven guest relations or guest experience leadership experience essential • High emotional intelligence, strong interpersonal presence, and refined hosting ability • Confident leading through influence, collaboration, and coaching • Exceptional communication skills, written and verbal • Strong attention to detail and situational awareness Advantageous • Exposure to guest experience design or service philosophy work • Familiarity with guest feedback platforms and PMS systems Personal Attributes • Calm, grounded, emotionally perceptive, and naturally hospitable • Confident without ego, proud of service and people • Present, observant, intentional, and solutions driven • Team-oriented, adaptable, and professional under pressure To Apply Please submit your CV, contactable references, and a recent head and shoulders photograph ASAP. ? Please Note: If you do not receive feedback within 7 working days, kindly consider your application unsuccessful.
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