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Guest Experience Manager | Luxury Safari Lodge | Thabazimbi Salary: Negotiable DOE Accommodation: Live-In Kendrick Recruitment is currently seeking an experienced and guest-focused Guest Experience Manager for a luxury safari lodge based in Thabazimbi. This hands-on role requires a professional who combines emotional intelligence, operational leadership, and strong coaching ability to oversee the end-to-end guest journey. Working closely with lodge management and guest-facing teams, the successful candidate will ensure a seamless, personalised, and memorable experience for every guest while fostering a high-performance, service-first culture. Minimum Requirements: • 5–8 years’ experience in luxury hospitality, lodge, or hotel environments • Proven experience in guest relations or guest experience leadership • High emotional intelligence and strong interpersonal presence • Exceptional written and verbal communication skills • Strong situational awareness and attention to detail • Comfortable leading through influence rather than hierarchy • Familiarity with guest feedback platforms and PMS systems advantageous • Proactive, organised, and able to handle complex, fast-paced environments Key Responsibilities: Guest Journey Ownership • Oversee the integrity and delivery of the full guest journey: pre-arrival, arrival, in-stay, departure, and post-stay • Design and safeguard key guest rituals, moments, and transitions • Curate experiences for VIPs, repeat guests, special occasions, and long-stay guests • Serve as escalation point for complex or sensitive guest situations Experience Delivery & Presence • Maintain a visible and engaged presence in guest areas • Conduct daily experience walkabouts and informal quality checks • Observe guest behaviour and proactively adjust service standards • Collaborate with Front Office, Hosts, F&B, Wellness, Fitness, Guides, Housekeeping, and Activities to ensure seamless experiences People Leadership & Coaching • Lead, coach, and inspire guest-facing teams to deliver intuitive and emotionally intelligent service • Set clear expectations around presence, communication, and guest interaction • Facilitate experience-focused training and coaching sessions • Identify and develop future talent within guest-facing teams Guest Feedback & Insight • Monitor guest feedback platforms and respond appropriately • Identify trends and recurring challenges, implementing practical improvements and coaching • Share insights with General Manager and property leadership Brand & Experience Custodian • Ensure all guest touchpoints align with brand values and service standards • Protect intimacy, warmth, and authenticity in service delivery • Embed service philosophy into daily team practices Commercial Awareness (Experience-Led) • Support repeat visitation and guest loyalty through curated experiences • Balance guest delight with operational and financial sustainability • Protect brand value and uphold premium service standards This is an excellent opportunity for a motivated hospitality professional who is passionate about guest experience, team leadership, and operational excellence within a luxury safari lodge environment. To apply, please submit your CV, reference letters, and a recent head & shoulders photo Please note: Due to the high volume of applications, only candidates who meet the listed requirements will be contacted. If you do not receive a response within 7 working days, kindly consider your application unsuccessful.
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