Skukuza: Guest Experience Manager posted by Hospitality and Outdoor Ltd

About the Role

The Guest Experience Manager is a crucial role at our luxury 5* Lodge in Skukuza, Mpumalanga, responsible for crafting and delivering exceptional guest experiences that exceed expectations. This position requires a highly skilled and experienced professional who can shape, deliver, and refine the guest journey across the property.

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
• 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

Requirements

• 5–8 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

Qualifications

• Formal education/certifications (Bachelor’s, LLB, Matric, etc.)

Salary & Benefits

R market related (DOE) live-in meals & Medical / provident after probation