Guest Experience Manager, Mpumalanga

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

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