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 group’s tone of voice Partner with Support Offic...