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 reflects our values, sense of place, and commitment to presence, warmth, and intuitive service. The GEM is responsible for shaping, delivering, and continuously refining a guest experience from pre-arrival to post-departure.
Key Responsibilities
- 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
- 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
- Lead, coach, and inspire guest-facing teams to deliver intuitive, emotionally intelligent service
- 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
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
- Exposure to guest experience design or service philosophy work
- Familiarity with guest feedback platforms and PMS systems
Qualifications
No formal education or certifications are required for this role.
Salary & Benefits
Salary details are not available.
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.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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