Guest Experience Director - Luxury Lodge

HotelJobs; South Africa; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Kendrick Recruitment seeks a dynamic Guest Relations Service Manager for a luxury desert lodge in Sossusvlei, Namibia. You will oversee Front of House, lead a service-focused team, and ensure high guest satisfaction through proactive management, training and service excellence.

Responsibilities include coordinating check-in, supervising barmen and butlers, organizing events, managing schedules, and reporting on guest feedback. A hospitality background with strong English skills is essential.

Qualifications

• Minimum of 3-5 years' experience in a similar role within the hospitality industry.
• Strong Food and Beverage skills and knowledge.
• Valid driver's licence.
• Good command of the English language, with strong communication and interpersonal skills.
• Outgoing, warm and well-presented, with a high level of honesty, diligence and self-motivation.

Responsibilities

• Greet guests on arrival, assisting with check-in and activity orientation.
• Oversee the daily operations of the barmen and butlers, ensuring consistently high standards of service.
• Lead the Front of House team, including on-the-job training and daily guidance.
• Conduct training sessions for Front of House and service staff to maintain service quality.
• Create and manage staff schedules to ensure adequate coverage and smooth operations.
• Assist with staff management, including uniforms, leave schedules, staff files and performance appraisals.
• Promote a strong culture of guest care and interaction across all departments.
• Tailor services to individual guest preferences, and organise and manage special events or activities for guests.
• Oversee all guest delight activities in coordination with management, butlers, guides and housekeeping teams.
• Prepare and submit reports on guest feedback, service issues and staff performance, and maintain accurate guest interaction records.
• Attend departmental and finance meetings, and oversee stock takes.
• Identify and implement new service initiatives to enhance the guest experience, and support ongoing staff development.

Skills

Guest relations

Hospitality leadership

Food & beverage knowledge

English communication

Staff motivation

Job description

Kendrick Recruitment seeks a dynamic Guest Relations Service Manager for a luxury desert lodge in Sossusvlei, Namibia. You will oversee Front of House, lead a service-focused team, and ensure high guest satisfaction through proactive management, training and service excellence.

Responsibilities include coordinating check-in, supervising barmen and butlers, organizing events, managing schedules, and reporting on guest feedback. A hospitality background with strong English skills is essential.