Guest Experience Manager – Bush Experience

About the role

The Guest Experience Manager for the Bush Experience will lead the delivery of exceptional guest service in a premium wilderness and safari setting. You will work closely with operational teams to create personalised, seamless experiences that showcase the natural environment and cultural heritage of the region.

Key responsibilities

• Lead and manage the guest experience function to ensure excellence throughout the guest journey.
• Develop, implement and monitor engagement strategies aligned with brand values and business objectives.
• Handle guest feedback promptly, addressing enquiries, concerns and compliments.
• Coordinate with accommodation, food & beverage, safari guides and transport to ensure a cohesive experience.
• 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 that highlight the natural environment and local culture.
• Ensure compliance with health, safety, safeguarding and environmental sustainability practices.
• Maintain up‑to‑date knowledge of tourism trends, market demands and competitor offerings.
• Prepare and present regular guest experience metrics to 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.
• Valid driver’s licence (advantageous due to remote location).
• At least five years of guest‑facing experience in hospitality or tourism, preferably in a safari lodge, bush camp or wilderness setting.
• Proven experience managing teams and delivering high service standards.
• Experience handling guest feedback and resolving service issues.
• Familiarity with eco‑tourism and sustainable tourism practices.

Required skills