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Ehlanzeni: Guest Experience Manager

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Job Description

Duties: Guests feel seen, anticipated, and cared for; that the guest journey is intentional, consistent, and memorable Guest-facing teams are confident, present, and aligned Guest feedback reflects emotional connection, not only satisfaction 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 the lodge 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 Ensure guest communications reflect the groups tone of voice 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: Act as the on-property custodian of the guest experience 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. Act as the on-property translator of the brand, embedding its values into daily behaviours and team practices 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 Requirements: Grade 12 A formal hospitality qualification At least 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 Exposure to guest experience design or service philosophy work Familiarity with guest feedback platforms and PMS systems Enthusiastic about people and guest experience and creating moments Calm, grounded and emotionally perceptive Naturally hospitable and intuitive

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How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Catering / hospitality Jobs in Mpumalanga

Catering and hospitality positions are a vital part of the South African job market, particularly in provinces like Mpumalanga where tourism is a significant contributor to the local economy. Typically, these roles involve providing excellent customer service, managing food and beverage operations, and maintaining high standards of hygiene and safety. Generally, the demand for skilled catering and hospitality professionals is consistent across various sectors.

The salary range for catering and hospitality positions in Mpumalanga can vary greatly depending on factors such as experience, company size, and industry sector. Commonly, entry-level roles may fall within a salary bracket of R20 000 to R35 000 per annum, while more senior positions can command salaries ranging from R50 000 to R100 000 or more. However, it’s essential to note that these are broad estimates and actual salaries may vary significantly depending on individual circumstances.

Common skills required for catering and hospitality roles include excellent communication and interpersonal skills, attention to detail, ability to multitask, and a strong work ethic. Generally, employers also look for candidates with experience in food preparation, inventory management, and customer service. In some cases, certifications such as food safety or wine appreciation may be beneficial. Industry sectors that commonly employ catering and hospitality professionals include the tourism industry, events management, and corporate hospitality.

In terms of career development, opportunities abound for those willing to invest time and effort into their professional growth. Typically, entry-level positions can serve as a springboard to more senior roles within the same organisation, or to new opportunities in related fields such as event management or hotel administration. With experience and additional training, professionals in this field may also pursue management positions or start their own businesses.

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This information provides general career guidance. Actual salaries and requirements vary by employer.



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How to Apply

Click “GO APPLY NOW” to visit the company’s application page.
Follow their instructions carefully.

JVR Jobs connects you with employers – we don’t process applications directly.

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Posted in Jobs in Ehlanzeni, Jobs in Mpumalanga, Jobs in South Africa

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Ehlanzeni: Guest Experience Manager

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Job Description

About the Role

The Guest Experience Manager (GEM) is a leadership position that sits across departments to align people, spaces, guest experiences, and service moments into one coherent guest experience. This role is responsible for shaping, delivering, and continuously refining a guest experience from pre-arrival to post-departure, reflecting our values, sense of place, and commitment to presence, warmth, and intuitive service.

Key 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
  • 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 and conduct daily experience walkabouts and informal quality checks
  • Partner with Support Office, Marketing, Front Office, Hosts, F&B, Wellness, Fitness, Guides, Housekeeping, and Activity Partners to ensure seamless experience delivery
  • People Leadership & Coaching: Lead, coach, and inspire guest-facing teams to deliver intuitive, emotionally intelligent service
  • Brand & Experience Custodian: Ensure all guest touchpoints align with brand values and experience standards

Requirements

  • 58 years of 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

Qualifications

  • Formal education/certifications (if applicable)
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Salary & Benefits

  • Competitive salary (if mentioned in original with actual numbers)

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Catering / hospitality Jobs in Mpumalanga

Catering and hospitality positions are a vital part of the South African job market, particularly in provinces like Mpumalanga where tourism is a significant contributor to the local economy. Typically, these roles involve providing excellent customer service, managing food and beverage operations, and maintaining high standards of hygiene and safety. Generally, the demand for skilled catering and hospitality professionals is consistent across various sectors.

The salary range for catering and hospitality positions in Mpumalanga can vary greatly depending on factors such as experience, company size, and industry sector. Commonly, entry-level roles may fall within a salary bracket of R20 000 to R35 000 per annum, while more senior positions can command salaries ranging from R50 000 to R100 000 or more. However, it’s essential to note that these are broad estimates and actual salaries may vary significantly depending on individual circumstances.

Common skills required for catering and hospitality roles include excellent communication and interpersonal skills, attention to detail, ability to multitask, and a strong work ethic. Generally, employers also look for candidates with experience in food preparation, inventory management, and customer service. In some cases, certifications such as food safety or wine appreciation may be beneficial. Industry sectors that commonly employ catering and hospitality professionals include the tourism industry, events management, and corporate hospitality.

In terms of career development, opportunities abound for those willing to invest time and effort into their professional growth. Typically, entry-level positions can serve as a springboard to more senior roles within the same organisation, or to new opportunities in related fields such as event management or hotel administration. With experience and additional training, professionals in this field may also pursue management positions or start their own businesses.

View Job  Mpumalanga: Inbound Warehouse Manager posted by Pepkor Lifestyle


This information provides general career guidance. Actual salaries and requirements vary by employer.



GO APPLY NOW

Safe & secure application process

Advertisement


Advertisement



Get Similar Job Alerts
Enter your WhatsApp number (e.g., +27740908132)
You'll receive alerts for new jobs in Ehlanzeni, Mpumalanga


Job Seeker Tip

Keep track of all your job applications in a spreadsheet, including company names and application dates.

How to Apply

Click “GO APPLY NOW” to visit the company’s application page.
Follow their instructions carefully.

JVR Jobs connects you with employers – we don’t process applications directly.

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Share this to someone who needs a job:
Posted in Jobs in Ehlanzeni, Jobs in Mpumalanga, Jobs in South Africa

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