Job Summary
Location: Sabi Sands
Property Type: Luxury Lodge
Salary: Negotiable DOE | Live-in
Kendrick Recruitment is recruiting on behalf of a luxury lodge in the Sabi Sands for an experienced Guest Experience Manager. This is a key leadership role responsible for ensuring that every guest journey is seamless, intentional, and emotionally resonant. The successful candidate will lead and inspire guest-facing teams while safeguarding and elevating the lodge’s guest experience standards.
Key Outcomes of the Role
• Deliver an intentional, consistent, and memorable guest journey
• Build confident, present, and aligned guest-facing teams
• Achieve guest feedback reflecting emotional connection, not just satisfaction
• Protect and elevate the MORE brand experience daily
Core Responsibilities
Guest Journey Ownership
• Design and safeguard key guest rituals, moments, and transitions
• Ensure consistent experiences while respecting each lodge’s unique character
• Curate experiences for VIPs, repeat guests, special occasions, and long-stay guests
• Serve as the escalation point for complex or sensitive guest situations
Experience Delivery & Presence
• Conduct daily experience walkabouts and informal quality checks
• Observe guest behaviour and emotional cues to proactively adjust service
• Ensure guest communications reflect the MORE tone of voice
• Collaborate with all departments to ensure seamless delivery across residences, in-lodge, and out-of-lodge experiences
• Elevate guest interaction through visible leadership and coaching
People Leadership & Coaching
• 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
• Serve as the connector between departments to shape a consistent guest-first mindset
Brand & Experience Custodian
• Ensure all guest touchpoints align with brand values and standards
• Protect intimacy, warmth, and authenticity as the business scales
• Collaborate with Marketing and Guest Experience leadership on storytelling and experience enhancements
• Contribute insights into broader Guest Experience strategy
• Prepare special occasions in conjunction with the Guest Experience and Interiors departments
• Embed MORE brand values into daily behaviours and team practices
Guest Feedback & Insight
• Review and respond to feedback platforms in line with brand tone
• Identify experience trends and recurring challenges
• Translate feedback into practical improvements and coaching moments
• Share insights with the General Manager and Group Guest Experience leadership
Commercial Awareness (Experience-Led)
• Support repeat visitation and guest loyalty through emotional connection
• Balance guest delight with operational and financial sustainability
• Protect brand value over discount-led decisions
Experience & Profile
Essential
• Proven experience in guest relations or guest experience leadership
• 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
Advantageous
• Familiarity with guest feedback platforms and PMS systems
Personal Attributes
• Calm, grounded, and emotionally perceptive
• Naturally hospitable, intuitive, and confident without ego
• Proud of service and team development
• Present, observant, and intentional
This live-in position offers a competitive salary dependent on experience and an opportunity to work in a prestigious luxury lodge in the Sabi Sands.
Interested candidates are invited to submit their CV to apply for this opportunity through Kendrick Recruitment.
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