SUMMARY:
Ensure the Guests have the best experiences and there issues are dealt with in a timely manner...

POSITION INFO:

Guest Experience Manager – Bush Experience

Location

Mpumalanga, Ehlanzeni District, Hazyview

Job Type

Permanent, Full-Time

Primary Industry

Travel, Leisure, Tourism and Hospitality

Secondary Industry

Travel, Leisure, Tourism and Hospitality

Job Summary

The Guest Experience Manager for the Bush Experience is responsible for overseeing and enhancing the overall visitor experience within a premium wilderness and safari setting. This role ensures the highest standards of guest service and satisfaction are consistently delivered by managing all aspects of guest engagement, from arrival through to departure. The post-holder works closely with operational teams to create memorable, personalised and seamless experiences that reflect the unique qualities of the natural environment and cultural heritage of the region.

Key Responsibilities

• Lead and manage the guest experience function to ensure excellence in service delivery throughout the guest journey.
• Develop, implement and monitor guest engagement strategies that align with the organisation’s brand values and business objectives.
• Manage guest feedback, responding promptly and effectively to enquiries, concerns and compliments to uphold high satisfaction levels.
• Coordinate with operational departments including accommodation, food and beverage, safari guides, and transport to ensure a cohesive and seamless guest experience.
• Train, mentor and supervise guest-facing staff to maintain professional standards and promote a culture of exceptional hospitality.
• Analyse guest experience data and reports to identify trends and areas for continuous improvement.
• Organise guest activities, excursions and special events that showcase the natural environment and local culture.
• Ensure compliance with health and safety regulations, safeguarding procedures and environmental sustainability practises throughout guest interactions.
• Maintain up-to-date knowledge of tourism trends, market demands and competitor offerings within the bush and safari sector.
• Prepare and present regular reports on guest experience metrics to senior management.

Required Qualifications

• Relevant qualification in Hospitality Management, Tourism, Leisure Management or a related field.
• Valid driver’s licence is advantageous due to the remote location and travel requirements.

Education

• A minimum of a National Diploma or equivalent in Hospitality, Tourism, or Business Management.
• Additional certification in Customer Service or Guest Relations is desirable.

Experience

• At least five years of experience in a guest-facing role within the hospitality or tourism sector, preferably in a safari lodge, bush camp or wilderness setting.
• Proven experience in managing teams and delivering exceptional guest service standards.
• Experience in handling guest feedback and resolving service issues effectively.
• Familiarity with the travel and tourism industry trends, particularly in eco-tourism and sustainable tourism practises.

Knowledge and Skills

• Exceptional interpersonal and communication skills, both verbal and written.
• Strong leadership and team management abilities.
• Excellent organisational and time management skills.
• Ability to remain calm and professional under pressure.
• Proficient in using reservation and guest management systems.
• Good problem-solving skills and attention to detail.
• Understanding of health and safety standards relevant to hospitality and outdoor activities.
• Knowledge of local flora, fauna and cultural heritage to enhance guest experiences.
• Competent in Microsoft Office applications including Word, Excel and Outlook.

Preferred Qualifications

• Additional language skills, particularly in local languages or widely spoken international languages.
• Certification in first aid and wilderness safety.
• Experience in marketing or guest relations within the safari or bush tourism sector.
• Familiarity with sustainable tourism certifications and environmental management systems.

Working Conditions

• The role is based in a remote, natural environment with exposure to outdoor conditions including variable weather.
• Working hours may include weekends, public holidays and evenings to accommodate guest schedules and events.
• The role requires flexibility and the ability to respond to guests’ needs outside standard office hours.
• Occasional travel within the region to coordinate guest activities or attend meetings.
• Physical demands may include walking over uneven terrain and spending extended periods outdoors.