Guest Experience Manager – Bush Experience

About the role

The Guest Experience Manager for the Bush Experience will lead the delivery of exceptional service to visitors in a premium wilderness and safari setting. Reporting to senior management, you will shape every touch‑point of the guest journey, from arrival to departure, ensuring memorable, personalised experiences that reflect the natural and cultural richness of the region.

Key responsibilities

• Lead and manage the guest experience function, maintaining high standards of service throughout the guest journey.
• Develop, implement and monitor engagement strategies aligned with brand values and business goals.
• Handle guest feedback promptly, addressing enquiries, concerns and compliments to sustain high satisfaction levels.
• Coordinate with accommodation, food & beverage, safari guides and transport teams to ensure seamless operations.
• Train, mentor and supervise guest‑facing staff, fostering a culture of exceptional hospitality.
• Analyse experience data to identify trends and drive continuous improvement.
• Organise activities, excursions and special events showcasing the environment and local culture.
• Ensure compliance with health, safety, safeguarding and sustainability practices.
• Prepare regular reports on experience metrics for senior management.

Required profile

• Relevant qualification in Hospitality Management, Tourism, Leisure Management or a related field.
• National Diploma or equivalent in Hospitality, Tourism or Business Management; additional customer‑service certifications are a plus.
• At least five years of experience in a guest‑facing role within hospitality or tourism, preferably in a safari lodge or wilderness setting.
• Proven team‑leadership experience and a track record of delivering high guest‑service standards.
• Valid driver’s licence is advantageous due to remote location travel requirements.

Required skills