Guest Experience Manager

Craven Cottage CC; Mpumalanga; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A luxury hospitality lodge seeks a leader to ensure guests feel cared for throughout their journey. Responsibilities include overseeing the guest experience, leading and training teams, and engaging with guest feedback to enhance satisfaction. The ideal candidate has significant experience in high-end hospitality, strong emotional intelligence, and exceptional communication skills. This role emphasizes creating memorable moments and maintaining service standards while driving business success.

Qualifications

• At least 5–8 years of experience in luxury hospitality or lodge/hotel environments.
• Proven experience in guest relations or guest experience leadership/management.
• Familiarity with guest feedback platforms and PMS systems.
• Exceptional written and verbal communication skills.
• Strong situational awareness and attention to detail.

Responsibilities

• Accountable for the integrity and execution of the end-to-end guest journey.
• Lead, coach, and inspire guest-facing teams to deliver intuitive service.
• Engage with guest feedback during and after stay to enhance experiences.
• Lead and coach guest-facing teams to deliver emotionally intelligent service.
• Collaborate with Marketing, Front Office, Hosts, F&B, Wellness, and other partners to ensure seamless delivery.
• Act as escalation point for complex guest situations and balance brand values with operations.

Skills

High emotional intelligence

Exceptional written and verbal communication skills

Strong situational awareness

Interpersonal presence

Guest relations

Education

Formal hospitality qualification

Grade 12

Tools

PMS systems

Job description

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
• 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