Guest Experience Manager

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 groups 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: