South Africa: Guest Experience Manager posted by Kendrick Recruitment

Kendrick Recruitment is recruiting on behalf of a luxury lodge in the Sabi Sands for an experienced Guest Experience Manager. This is a key leadership role responsible for ensuring that every guest journey is seamless, intentional, and emotionally resonant. The successful candidate will lead and inspire guest-facing teams while safeguarding and elevating the lodges guest experience standards.

Key Outcomes of the Role

Ensure guests feel seen, anticipated, and cared for
Deliver an intentional, consistent, and memorable guest journey
Build confident, present, and aligned guest-facing teams
Achieve guest feedback reflecting emotional connection, not just satisfaction
Protect and elevate the MORE brand experience daily

Core Responsibilities

Guest Journey Ownership

Accountable for the end-to-end guest journey from pre-arrival to post-stay
Design and safeguard key guest rituals, moments, and transitions
Ensure consistent experiences while respecting each lodges unique character
Curate experiences for VIPs, repeat guests, special occasions, and long-stay guests
Serve as the escalation point for complex or sensitive guest situations

Experience Delivery & Presence

Maintain visible and 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 MORE tone of voice
Collaborate with all departments to ensure seamless delivery across residences, in-lodge, and out-of-lodge experiences
Elevate guest interaction through visible leadership and coaching

People Leadership & Coaching

Lead, coach, and inspire guest-facing teams to deliver intuitive and emotionally intelligent service
Set clear expectations around presence, language, body language, and guest interaction
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
Serve as the connector between departments to shape a consistent guest-first mindset

Brand & Experience Custodian

Act as on-property custodian of the MORE guest experience
Ensure all guest touchpoints align with brand values and standards
Protect intimacy, warmth, and authenticity as the business scales
Collaborate with Marketing and Guest Experience leadership on storytelling and experience enhancements
Contribute insights into broader Guest Experience strategy
Prepare special occasions in conjunction with the Guest Experience and Interiors departments
Embed MORE brand values into daily behaviours and team practices

Guest Feedback & Insight

Engage with guest feedback during and after stays
Review and respond to feedback platforms in line with brand tone
Identify experience trends and recurring challenges
Translate feedback into practical improvements and coaching moments
Share insights with the General Manager and Group Guest Experience leadership

Commercial Awareness (Experience-Led)

Enhance revenue through curated experiences rather than transactional upselling
Support repeat visitation and guest loyalty through emotional connection
Balance guest delight with operational and financial sustainability
Protect brand value over discount-led decisions

Experience & Profile

Essential

58 years experience in luxury hospitality or lodge/hotel environments
Proven experience in guest relations or guest experience leadership
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

Advantageous

Exposure to guest experience design or service philosophy
Familiarity with guest feedback platforms and PMS systems

Personal Attributes

Enthusiastic about people and guest experience
Calm, grounded, and emotionally perceptive
Naturally hospitable, intuitive, and confident without ego
Proud of service and team development
Present, observant, and intentional

This live-in position offers a competitive salary dependent on experience and an opportunity to work in a prestigious luxury lodge in the Sabi Sands.

Interested candidates are invited to submit their CV to apply for this opportunity through Kendrick Recruitment.