Luxury Guest Experience Director

Lodgistics Professional Hospitality Solutions; Mpumalanga; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Lodgistics Professional Hospitality Solutions seeks a Guest Experience Manager to shape memorable guest experiences at a luxury lodge in Skukuza, Mpumalanga. You will own the guest journey from pre-arrival to departure, focusing on personalised service and intuitive hospitality.

The role leads guest-facing teams, upholds brand standards, coaches staff, and turns feedback into improvements while preserving the property's character.

Qualifications

• 5-8 years' experience within luxury hospitality, preferably in a lodge or hotel environment.
• Proven experience in guest relations or guest experience leadership/management.
• High emotional intelligence and exceptional interpersonal skills.
• Excellent written and verbal communication abilities.
• Strong situational awareness and attention to detail.
• Ability to lead and influence teams across multiple departments.
• A calm, confident and professional approach to guest interactions and challenging situations.
• A genuine passion for hospitality, people and creating memorable guest experiences.

Responsibilities

• Take ownership of the end-to-end guest journey, ensuring every touchpoint is seamless, personal and memorable.
• Curate personalised experiences for VIPs, repeat guests, special occasions and long-stay visitors.
• Ensure consistency in service delivery while maintaining the unique character of the property.
• Maintain a visible presence in guest areas, anticipating needs and identifying opportunities to elevate the guest experience.
• Act as the escalation point for sensitive or complex guest concerns.
• Lead, coach and inspire guest-facing teams to deliver intuitive, personalised and emotionally intelligent service.
• Establish clear expectations around guest interaction, communication, presentation and service standards.
• Facilitate experience-focused training and coaching to embed a consistent guest-first culture.
• Build strong relationships across departments, ensuring teams work together to deliver a seamless guest experience.
• Identify and develop talent within guest-facing teams.
• Champion the property's guest experience standards, ensuring all guest touchpoints reflect the desired brand identity.
• Work closely with Front Office, Hosts, Food & Beverage, Housekeeping, Wellness, Guides and other operational departments.
• Collaborate with Marketing and Guest Experience leadership on guest experiences, storytelling and special occasions.
• Identify opportunities to enhance the guest journey while protecting the authenticity and character of the property.
• Engage with guest feedback during and after their stay, ensuring concerns are addressed professionally.
• Monitor and respond to online guest reviews in keeping with brand standards.
• Identify recurring trends and service challenges, translating feedback into practical improvements.
• Support guest loyalty and repeat visitation through meaningful, personalised experiences.
• Identify opportunities to enhance revenue through curated experiences while maintaining operational and financial sustainability.

Skills

Luxury hospitality

Guest experience leadership

Emotional intelligence

Staff leadership

Communication skills

Tools

PMS

Job description

Lodgistics Professional Hospitality Solutions seeks a Guest Experience Manager to shape memorable guest experiences at a luxury lodge in Skukuza, Mpumalanga. You will own the guest journey from pre-arrival to departure, focusing on personalised service and intuitive hospitality.

The role leads guest-facing teams, upholds brand standards, coaches staff, and turns feedback into improvements while preserving the property's character.