Lead Guest Experience & Service Design

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.

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.

Skills

High emotional intelligence

Exceptional written and verbal communication skills

Strong situational awareness

Interpersonal presence

Education

Formal hospitality qualification

Grade 12

Job description

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.