Guest Experience Manager

SUMMARY:
Country Hotel close to Mkuze is looking for a Guest Experience Manager to oversee and elevate their safari, spa and activities offering.
 
This leadership role will focus on revenue growth, guest satisfaction and the creation of memorable programs for adults, families and children alike.

POSITION INFO:
Duties:
 
Leadership & Operations:
 
Oversee the safari, spa and guest activities departments.
Lead, mentor and schedule safari guides and spa / activities staff.
Ensure all vehicles, boats and activity equipment are maintained and safe.
Work with other managers to ensure smooth coordination across departments.
 
Revenue & Business Development:
 
Drive revenue in safari and spa through smart booking strategies, upselling and curated packages.
Monitor performance, track KPIs and implement strategies to grow profitability.
Develop seasonal promotions, holiday programs and family packages.
 
Guest Experience:
 
Be the main point of contact for pre-arrival planning and in-stay curation.
Design bespoke itineraries that integrate safaris, spa treatments, cultural excursions and family activities.
Create holiday programs for adults and families, ensuring children have tailored options.
Curate one-of-a-kind experiences such as private sundowners, cultural encounters or themed spa days.
 
Guest Insights & Feedback:
 
Monitor, manage and respond to all online guest reviews.
Track guest preferences and histories to personalise future stays.
Implement systems to capture guest insights and feedback.
 
Sustainability & Culture:
 
Align activities and guest programs with Fair Trade and sustainability ethos.
Promote local community experiences, crafts and cultural exchanges.
Requirements:
 
Grade 12
A formal hospitality qualification
At least 3+ years’ experience in guest relations management
Strong leadership and team management experience in hospitality.
Proven track record in guest relations, activities, spa or safari management.
Commercial acumen with a focus on revenue generation.
Excellent organisational and communication skills.
Warm, guest-focused and solutions-driven.
Knowledge of Zululand’s wildlife, culture and attractions (or readiness to learn).
Growth in Safari and Spa revenue.
High guest satisfaction and positive review scores.
Efficient scheduling and utilisation of guides, spa and activities staff.
Development of innovative holiday programs with high guest uptake.
Guest data capture and repeat booking growth.