Job Description
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
How to Apply
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