Thabazimbi: Guest Experience Manager posted by Craven Cottage CC

Duties:
 
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
 
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 the lodge
Curate experiences for VIPs, repeat guests, special occasions, and long-stay guests
Act as escalation point for complex or sensitive guest situations
 
Experience Delivery & Presence:
 
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.
Elevate the quality of guest interaction beyond service delivery, through visible leadership and coaching
 
People Leadership & Coaching:
 
Lead, coach, and inspire guest-facing teams to deliver intuitive, 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
Ensure Guest Experiences trainings outcomes are lived within the property.
Serve as the connector between departments, shaping a consistent guest-first mindset across the property
 
Brand & Experience Custodian:
 
Act as the on-property custodian of the guest experience
Ensure all guest touchpoints align with brand values and experience standards
Protect intimacy, warmth, and authenticity as the business scales
Collaborate with Marketing and Guest Experience leadership on storytelling and enhancements
Contribute insights into broader Guest Experience strategy
Conduct all preparations for special occasions in conjunction with the GE Department and Interiors.
Act as the on-property translator of the brand, embedding its values into daily behaviours and team practices
 
Guest Feedback & Insight:
 
Engage with guest feedback during and after stay
Review and respond to guest feedback platforms in line with brand tone
Identify experience trends and recurring pain points
Translate feedback into practical improvements and coaching moments
Share insights with the GM 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 decision making
 
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
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
Enthusiastic about people and guest experience and creating moments
Calm, grounded and emotionally perceptive
Naturally hospitable and intuitive