South Africa: Guest Experience Manager

The GEM ensures that every guest interaction from pre-arrival to post-departure reflects our values, sense of place, and commitment to presence, warmth, and intuitive service. This is not a front office management role, but a leadership position that sits across departments to align people, spaces, guest experiences, and service moments into one coherent guest experience. Core Criteria: 58 years experience in luxury hospitality or lodge/hotel environments Proven experience in guest relations or guest experience leadership/management. 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 Key Outcomes of the Role Guests feel seen, anticipated, and 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 Core Responsibilities Guest Journey Ownership Accountable for the integrity and execution of the end-to-end guest journey (pre-arrival, arrival, in-stay, departure, post-stay) Design and protect key guest rituals, moments, and transitions Ensure consistency of experience while respecting the unique character of each lodge or hotel. Curate experiences for VIPs, repeat guests, special occasions, and long-stay guests Act as escalation point for complex or sensitive guest situations Experience Delivery & Presence Maintain a visible, engaged presence in guest areas Conduct daily experience walkabouts and informal quality checks Observe guest behaviour and emotional cues to proactively adjust service Partner with Support Office, Marketing, Front Office, Hosts, F&B, Wellness, Fitness, Guides, Housekeeping, and Activity Partners to ensure seamless experience delivery. Inclusive of residences and out and about experiences. Elevate the quality of guest interaction beyond service delivery, through visible leadership and coaching People Leadership & Coaching Lead, coach, and inspire guest-facing teams to deliver intuitive, emotionally intelligent service 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 Ensure Guest Experiences trainings outcomes are lived within the property. Serve as the connector between departments, shaping a consistent guest-first mindset across the property Brand & Experience Custodian Ensure all guest touchpoints align with brand values and experience standards Protect intimacy, warmth, and authenticity as the business scales Collaborate with Marketing and Guest Experience leadership on storytelling and enhancements Contribute insights into broader Guest Experience strategy Conduct all preparations for special occasions in conjunction with the GE Department and Interiors. Guest Feedback & Insight Engage with guest feedback during and after stay Review and respond to guest feedback platforms in line with brand tone Identify experience trends and recurring pain points Translate feedback into practical improvements and coaching moments Share insights with the GM and Group Guest Experience leadership Commercial Awareness (Experience-Led) Enhance revenue through curated experiences rather than transactional upselling Support repeat visitation and guest loyalty through emotional connection Balance guest delight with operational and financial sustainability Protect brand value over discount-led decision making