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Job Summary
Award-Winning Game Lodge in Kruger National Park is looking for an intuitive and people-focused Guest Experience Manager to lead and enhance the guest journey. The successful candidate will oversee personalised guest experiences from pre-arrival to post-departure ; working across departments to deliver warm, thoughtful and seamless hospitality. Duties: Guest Journey & Experience Delivery: Take ownership of the complete guest journey, including pre-arrival arrangements, arrival, in-stay experiences, departure and post-stay communication. Design and maintain meaningful guest rituals, special moments and seamless transitions. Curate personalised experiences for VIPs, repeat guests, special occasions and extended stays. Maintain consistent experience standards while respecting the individual character of each lodge. Act as the escalation point for complex or sensitive guest situations. Maintain a visible and engaged presence in guest areas. Conduct daily walkabouts and informal quality checks. Recognise guest preferences and emotional cues, adjusting service proactively. Coordinate with Front Office, Hosts, Food and Beverage, Wellness, Fitness, Guides, Housekeeping and activity partners to ensure seamless experiences across the property, residences and off-site activities. Ensure guest communication reflects the property’s values and tone. Team Leadership & Development: Lead; coach and inspire guest-facing teams to deliver intuitive, personalised service. Set clear expectations for communication, professional presence, body language and guest interaction. Facilitate guest experience training and practical coaching sessions. Ensure training outcomes are consistently applied in daily operations. Identify and develop talent within guest-facing teams. Build accountability, confidence and pride in service. Encourage collaboration and a guest-focused approach across departments. Brand Standards & Special Occasions: Ensure every guest touchpoint reflects the property’s values and experience standards. Maintain warmth, authenticity and personal attention as the business grows. Work with Marketing and Guest Experience leadership on storytelling and service enhancements. Coordinate special occasion preparations with the Guest Experience and Interiors teams. Contribute insights to the broader guest experience strategy. Guest Feedback & Continuous Improvement: Engage with guests and gather feedback during and after their stay. Review and respond to guest feedback platforms in line with brand guidelines. Identify recurring concerns and opportunities to improve the guest journey. Translate feedback into practical improvements and team coaching. Share findings with the General Manager and Group Guest Experience leadership. Commercial Awareness: Support revenue growth through thoughtfully curated guest experiences. Encourage repeat visits and guest loyalty through meaningful relationships. Balance guest satisfaction with operational and financial sustainability. Protect brand value when making service and commercial decisions. Requirements: Grade 12 and a formal qualification. At least 5–8 years’ experience in luxury hospitality, lodges or hotels. Proven leadership or management experience in guest relations or guest experience. High emotional intelligence and excellent interpersonal skills. Ability to lead through influence and build cooperation across departments. Exceptional written and verbal communication skills. Strong situational awareness and attention to detail. Exposure to guest experience design or service philosophy development. Familiarity with guest feedback platforms and property management systems. A genuine enthusiasm for people and creating memorable guest moments. A calm, grounded and observant approach. Naturally hospitable, confident and committed to developing people and service standards.
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