Guest Experience Manager

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.

CANDIDATE PROFILE

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