Hiring Now | Guest Experience Manager (GEM) | Permanent Mid-Senior Position | MORE Family Collection (Lion Sands Kruger Park)

The MORE Family Collection is recruiting an experienced, highly intuitive Guest Experience Manager (GEM) to lead guest journey operations at the prestigious Lion Sands Game Reserve in Skukuza, Mpumalanga. Posted on 13 April 2026, with a closing date of 05 August 2026, this permanent luxury lodge vacancy presents a career opportunity for a hospitality leader passionate about emotional intelligence, guest connection, and intuitive service delivery. If you possess 5 to 8 years of experience in luxury lodge or hotel management, demonstrate exceptional interpersonal presence, and excel at aligning multi-departmental teams around guest-first philosophies, apply today to curate world-class safari experiences in the Kruger National Park region.

Job Overview

About MORE Family Collection

The MORE Family Collection is a top-tier owner-managed hospitality group offering luxury safari lodges and boutique hotels across South Africa and Zimbabwe. Lion Sands Game Reserve, situated in the iconic Sabi Sand and Kruger National Park ecosystem, delivers world-class wildlife encounters paired with luxurious, personalized hospitality.

The primary purpose of the Guest Experience Manager (GEM) is to act as the primary custodian of the end-to-end guest journey across the property. Rather than functioning as a standard front office manager, the GEM sits across all departments—including Field Guides, Food & Beverage, Housekeeping, Wellness, and Front Office—to ensure that every guest touchpoint reflects warmth, presence, and the signature MORE brand identity.

Key Responsibilities

Guest Journey Ownership & Experience Delivery

• Oversee and refine every phase of the guest journey, including pre-arrival preferences, arrival rituals, in-stay moments, departure transitions, and post-stay connections.

• Curate custom-tailored itineraries and special moments for VIPs, repeat visitors, honeymooners, special occasion celebrations, and long-stay guests.

• Maintain a visible, highly engaged presence in guest areas, observing guest behavior and subtle emotional cues to proactively adapt service delivery.

• Act as the senior escalation point for resolving complex or sensitive guest inquiries and feedback.

People Leadership, Coaching & Cross-Departmental Alignment

• Lead, coach, and inspire guest-facing teams to deliver emotionally intelligent, intuitive, and authentic service.

• Conduct regular experience-focused training sessions covering body language, guest communication, presence, and hospitality tone.

• Break down operational silos between Field Guides, Spa, Dining, and Housekeeping teams to embed a unified, guest-first culture.

• Identify and nurture emerging talent within guest-facing roles across the lodge.

Brand Custodianship & Commercial Enhancement

• Serve as the on-property brand custodian, protecting the intimacy, warmth, and authenticity of the MORE brand experience.

• Review and analyze online guest feedback platforms, engaging directly with guest reviews and translating insights into practical operational enhancements.

• Enhance property revenues through curated, value-adding experiences rather than aggressive transactional upselling.

Minimum Requirements & Qualifications

Work Experience & Operational Background

• Hospitality Experience: Minimum 5 to 8 years of experience within luxury hospitality, 5-star boutique hotels, or high-end safari lodge environments.

• Leadership Background: Proven track record in guest relations management, guest experience design, or lodge management leadership.

• System Familiarity: Advantageous experience with PMS (Property Management Systems), reservation platforms, and guest feedback analytics platforms.

Core Competencies & Personal Attributes

• Emotional Intelligence: High emotional intelligence (EQ) with the ability to read subtle emotional cues and lead teams through influence rather than hierarchy.

• Communication Skills: Exceptional verbal and written communication skills reflecting warmth, clarity, and brand alignment.

• Situational Awareness: Calm, grounded demeanor with acute attention to detail and creative problem-solving capabilities under pressure.

• Brand Values: Alignment with the MORE core values: Be AWARE, Respond GENEROUSLY, Strength in DIVERSITY, and Make it BETTER.

Expected Workspace Career Progression

Joining the MORE Family Collection as a Guest Experience Manager provides executive pathways into lodge and group operational management:

Frequently Asked Questions

What is the closing date for this MORE Family Collection vacancy?

Applications for the Guest Experience Manager position at Lion Sands close on 05 August 2026.

Where is the primary workplace located?

The position is permanently based at Lion Sands Game Reserve, Skukuza, Mpumalanga.

Is this a traditional Front Office Management role?

No, this is a cross-departmental leadership position focused on holistic guest journey design, team coaching, and overall experience delivery across the entire property.

How to Apply

To apply for the Guest Experience Manager position at MORE Family Collection, submit your updated CV and professional cover letter directly through the official MORE Family Collection career portal or recruitment email before the closing date.

• Job Title: Guest Experience Manager

• Property: Lion Sands – Kruger Park

• Closing Date: 05 August 2026

• Job Location: Skukuza, Mpumalanga, South Africa

👉 Apply Online via the Official Recruitment Portal

Explore More Jobs

👉 Hospitality & Luxury Lodge Jobs South Africa 2026 – Apply Now

👉 MORE Family Collection Vacancies 2026 – Explore Active Positions

👉 Mpumalanga & Kruger Park Careers 2026 – Hiring Now