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Our client, an exclusive luxury safari company, is seeking a visionary Guest Experience Manager to join them at a pivotal moment — from pre-opening through to full operations at a unique luxury lodge in Uganda.
This is more than a hospitality role. It's an opportunity to design and deliver truly immersive guest journeys that go beyond five-star service, weaving together the wonder of the wild, the richness of local culture, and genuine connection to community. You'll be the architect of unforgettable moments — curating bespoke experiences, setting the tone for service excellence, and building a team culture rooted in warmth, care, and authenticity.
RESPONSIBILITIES:
Guest Experience Design & Delivery
- Develop, curate, and continuously enhance a portfolio of unique guest experiences at the lodge, with a strong emphasis on activities beyond gorilla trekking (e.g., cultural immersion, nature-based experiences, wellness, and conservation-focused activities).
- Personalize guest journeys from pre-arrival through departure, ensuring each stay is seamless, memorable, and aligned with brand standards.
- Act as a key host within the lodge, building genuine relationships with guests and ensuring exceptional service delivery at all touchpoints.
Community & Positive Impact Initiatives
- Design and implement guest-facing experiences that promote meaningful engagement with local communities.
- Collaborate with local partners to create authentic, ethical, and sustainable activities that generate positive social and economic impact.
- Ensure all experiences are aligned with the lodge’s sustainability and conservation goals.
Pre-Opening Support
- Assist the General Manager with pre-opening activities, including:
- Development of guest experience concepts and programming
- Creation of service standards and operational procedures
- Recruitment, onboarding, and training of guest-facing staff
- Contribute to the setup of systems and processes that ensure a smooth and successful launch.
Operations & Leadership (Post-Opening)
- Serve as support to the General Manager on the day-to-day operation of the lodge.
- Provide leadership, mentorship, and ongoing training to the guest experience and front-of-house teams.
- Foster a culture of warmth, professionalism, and continuous improvement.
Guest Experience Optimization
- Monitor guest feedback and proactively identify opportunities to enhance the overall experience.
- Implement improvements and innovations based on guest insights, industry trends, and operational learnings.
- Maintain high levels of guest satisfaction and consistently exceed expectations.
Standards & Quality Assurance
- Implement, uphold, and continuously refine service and operational standards across all guest touchpoints.
- Ensure consistency in the delivery of experiences in line with brand values and positioning.
- Conduct regular reviews and training to maintain excellence in service delivery.
General Support Functions
- Support cross-departmental coordination to ensure seamless guest experiences.
- Assist with logistics, planning, and execution of special events or bespoke guest requests.
REQUIREMENTS:
- Proven experience in luxury hospitality, guest experience, or lodge operations (preferably in remote or safari settings).
- Strong passion for creating meaningful, experiential travel offerings.
- Experience working with or alongside local communities and sustainability initiatives is highly desirable.
- Exceptional interpersonal and communication skills, with a natural ability to host and engage guests.
- Strong leadership and team development capabilities.
- Highly organized, proactive, and adaptable in a dynamic environment.
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