Guest Experience Manager

Full-time Catering / hospitality

Duties: 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 each 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 brands 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 int...