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Guest Experience Manager

Company

Craven Cottage CC

Location

mpumalanga, kwazulu natal

Posted

July 01, 2026

Position Overview

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
  • ...

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