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South Africa: Guest Experience Manager (5* Game Lodge) – Sabi Sand posted by Phoenix Recruitment

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Job Description

About the Role

Award-winning Game Lodge based in Sabi Sand is seeking a Guest Experience Manager to be the custodian of the guest journey across the property. This role is responsible for shaping, delivering, and continuously refining a guest experience that is emotionally resonant and deeply personal.

Key Responsibilities

  • 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;
  • 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;
  • Ensure guest communications reflect the group’s 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.

Requirements

  • Grade 12
  • A formal hospitality qualification
  • At least 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

Salary & Benefits

Not specified

How to Apply

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

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About Catering / hospitality Jobs in ZA

The catering and hospitality industry in South Africa is a thriving sector that provides opportunities for individuals to pursue fulfilling careers. Typically, the job market trends in this field are characterized by strong demand for skilled professionals, particularly in urban areas where tourism and event hosting are increasingly popular.

When it comes to salaries, a general salary range for catering and hospitality positions in South Africa can vary widely depending on factors such as experience, company size, industry sector, and level of responsibility. Broadly speaking, common entry-level positions in this field typically earn salaries ranging from R30 000 to R50 000 per annum, while senior roles can command salaries upwards of R80 000 to R120 000 or more, depending on the specific requirements of the role.

Common skills required for success in the catering and hospitality industry include excellent communication and interpersonal skills, attention to detail, ability to work well under pressure, physical stamina, and basic knowledge of food safety and handling. Additionally, experience with customer service, event planning, and inventory management is often beneficial. While some employers may place a greater emphasis on specific technical skills or certifications, these general skills provide a solid foundation for career progression in this field.

The catering and hospitality industry encompasses a wide range of sectors, including fine dining restaurants, casual eateries, hotels, conference centers, and event management companies. Financial services sector, technology industry, and manufacturing sector are among the common industries that employ professionals in this field. While specific job roles may vary, understanding the broader industry landscape can help individuals make informed career choices.

Career development opportunities in catering and hospitality abound, with many employers investing in training and development programs to support staff growth and advancement. Typically, career progression involves taking on additional responsibilities, such as shift management or team leadership roles, or pursuing specialized certifications or further education. With dedication and hard work, individuals can build a fulfilling career in this dynamic and rewarding industry.

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



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