Job Description
About the Role
Kendrick Recruitment is recruiting an exceptional Guest Experience Manager (GEM) for an exclusive luxury safari lodge in the Sabi Sands. This is a senior, guest-journey leadership role and is not a Front Office Manager position. The GEM is the custodian of the full guest journey, ensuring every touchpoint is emotionally resonant, deeply personal, and consistently aligned to a luxury service philosophy.
Key Responsibilities
- Own and protect the end-to-end guest journey, pre-arrival through post-stay
- Curate guest rituals, moments, and transitions that elevate the stay
- Personalise experiences for VIPs, repeat guests, special occasions, and long stays
- Act as escalation point for sensitive or complex guest situations
- Maintain visible leadership presence in guest areas
- Conduct daily experience walkabouts and informal quality checks
- Observe guest cues and proactively adjust service and touchpoints
- Ensure all guest communication reflects the correct tone and brand standard
- Partner with FOH, F&B, wellness, guiding, housekeeping, activities, and support teams to ensure seamless experience delivery
Requirements
- 5 years experience in luxury hospitality or lodge/hotel environments
- Proven guest relations or guest experience leadership experience essential
- High emotional intelligence, strong interpersonal presence, and refined hosting ability
- Confident leading through influence, collaboration, and coaching
- Exceptional communication skills, written and verbal
- Strong attention to detail and situational awareness
Qualifications
No specific qualifications mentioned.
Salary & Benefits
Market-related salary (DOE) mentioned.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
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.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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