Primary Purpose
The Guest Experience Manager will oversee all aspects
of guest interaction, ensuring that guests feel welcome, valued, and attended
to at all times. The ideal candidate will be responsible for ensuring that our
guests have an exceptional experience from the moment they arrive at our
establishment until the moment they depart as well as creating memorable
experiences for all guests. The Guest Experience Manager will manage guest
inquiries and complaints, develop customer service standards, and ensure adherence
to all lodge policies. This role plays a pivotal part in enhancing guest
satisfaction and loyalty.
*This position is based in Camps (Maasai Mara,
Naivasha & Laikipia)
Detailed Responsibilities
Oversee Front Desk Operations:
Manage guest check-ins and check-outs efficiently.
Ensure smooth operations at the front desk.
Personalize guest experiences by tailoring services
to individual preferences and needs.
Coordinating special guest events such as weddings,
birthdays and honeymoons.
Develop and Implement Strategies:
Developing the Brand Standards and Standard Operating
Procedures.
Development of the Bar and Wine Lists.
Create initiatives to improve the guest experience.
Coordinate with other departments to enhance service
excellence.
Adapt services to meet and exceed guest expectations.
Staff Management:
Lead and motivate staff to deliver excellent guest
experiences.
Regular training of employees on customer service and
related trainings.
Enforce employee practices and policies.
Issue Resolution:
Act as an ambassador for guests, resolving any issues
or complaints.
Stay organized and up to date on industry changes and
customer needs.
Prepare and monitor department budgets.
Safety and Standards:
Ensure compliance with industry regulations and
safety standards.
Maintain cleanliness and safety throughout the
establishment.
Review of guest stationery and collateral to reflect
the organization’s image.
Conduct periodic service audits at all Camps &
presentation of the reports to the CEO.
Feedback and Innovation:
Monitor guest feedback and develop strategies to
improve service standards.
Identify areas for improvement and provide innovative
solutions.
Responding to all guest feedback in the various
traveler feedback platforms including Trip Advisor, Booking.com, Expedia,
google reviews, etc.
Sharing online feedback to the Camp Managers,
Operations Manager and CEO on a regular basis.
Communication:
Communicate effectively with guests and staff.
Resolve any issues promptly and professionally.
Qualification:
Bachelor’s degree in hospitality management, business
administration, or related field
Experience:
At least 3-5 years of experience in a similar role,
preferably in the hospitality industry
Lodge Management background and knowledge of the
Safari lodge business is preferable.
Knowledge of industry best practices for guest
experience management
Skills:
Strong leadership and team management skills
Excellent communication and interpersonal abilities
Proven track record of delivering exceptional guest
service and resolving guest issues effectively
Ability to work well under pressure, prioritize
tasks, and manage time effectively
Ability to work in a fast-paced and dynamic
environment
Proficiency in property management systems and
Microsoft Office Suite
Fluent in English with additional languages being a
plus
Strong problem-solving skills and attention to detail
How To Apply
