Guest Experience Manager

Role Purpose

The Guest Experience Manager (GEM) is the custodian of the guest journey across the property. This role is responsible for shaping, delivering, and continuously refining a guest experience that is emotionally resonant, deeply personal, and unmistakably MORE.

The GEM ensures that every guest interaction from pre-arrival to post-departure reflects our values, sense of place, and commitment to presence, warmth, and intuitive service. This is not a front office management role, but a leadership position that sits across departments to align people, spaces, guest experiences, and service moments into one coherent guest experience.

Key Outcomes of the Role

• Guests feel seen, anticipated, and cared for
• The guest journey is intentional, consistent, and memorable
• Guest-facing teams are confident, present, and aligned
• Guest feedback reflects emotional connection, not only satisfaction
• The MORE brand experience is protected and elevated daily

Core Responsibilities

• Guest Journey Ownership
• Accountable for the integrity and execution of the end-to-end guest journey (pre-arrival, arrival, in-stay, departure, post-stay)
• Design and protect key guest rituals, moments, and transitions
• Ensure consistency of experience while respecting the unique character of each lodge or hotel.
• Curate experiences for VIPs, repeat guests, special occasions, and long-stay guests
• Act as escalation point for complex or sensitive guest situations

Experience Delivery & Presence

• Maintain a visible, engaged presence in guest areas
• Conduct daily experience walkabouts and informal quality checks
• Observe guest behaviour and emotional cues to proactively adjust service
• Ensure guest communications reflect the MORE tone of voice
• Partner with Support Office, Marketing, Front Office, Hosts, F&B, Wellness, Fitness, Guides, Housekeeping, and Activity Partners to ensure seamless experience delivery. Inclusive of residences and out and about experiences.
• Elevate the quality of guest interaction beyond service delivery, through visible leadership and coaching

People Leadership & Coaching

• Lead, coach, and inspire guest-facing teams to deliver intuitive, emotionally intelligent service
• Set clear expectations around presence, language, body language, and guest interaction
• Facilitate experience-focused training and coaching sessions
• Identify and develop future talent within guest-facing teams
• Reinforce accountability while nurturing confidence and pride in service
• Ensure Guest Experiences trainings outcomes are lived within the property.
• Serve as the connector between departments, shaping a consistent guest-first mindset across the property

Brand & Experience Custodian

• Act as the on-property custodian of the MORE guest experience
• Ensure all guest touchpoints align with brand values and experience standards
• Protect intimacy, warmth, and authenticity as the business scales
• Collaborate with Marketing and Guest Experience leadership on storytelling and enhancements
• Contribute insights into broader Guest Experience strategy
• Conduct all preparations for special occasions in conjunction with the GE Department and Interiors.
• Act as the on-property translator of the MORE brand, embedding its values into daily behaviours and team practices

Guest Feedback & Insight

• Engage with guest feedback during and after stay
• Review and respond to guest feedback platforms in line with brand tone
• Identify experience trends and recurring pain points
• Translate feedback into practical improvements and coaching moments
• Share insights with the GM and Group Guest Experience leadership

Commercial Awareness (Experience-Led)

• Enhance revenue through curated experiences rather than transactional upselling
• Support repeat visitation and guest loyalty through emotional connection
• Balance guest delight with operational and financial sustainability
• Protect brand value over discount-led decision making

Experience & Profile

Essential

• 5-8 years’ experience in luxury hospitality or lodge/hotel environments
• Proven experience in guest relations or guest experience leadership/management.
• High emotional intelligence and strong interpersonal presence
• Comfortable leading through influence rather than hierarchy
• Exceptional written and verbal communication skills
• Strong situational awareness and attention to detail

Advantageous

• Exposure to guest experience design or service philosophy work
• Familiarity with guest feedback platforms and PMS systems

Personal Attributes

• Enthusiastic about people
• Enthusiastic about guest experience and creating moments
• Calm, grounded, and emotionally perceptive
• Naturally hospitable and intuitive
• Confident without ego
• Proud of service and people
• Present, observant, and intentional

MAXIMIZING YOUR IMPACT AS A MEMBER OF THE MORE FAMILY COLLECTION

• Excellent attention to detail.
• Guest focus philosophy, living the MORE brand and driving the MORE experience.
• Excellent communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.
• Excellent time management and self-discipline, interpersonal & solution seeking skills.
• Proactive, use initiative and creative flair when required.
• Committed and loyal, adaptable, and flexible.
• Must work accurately under pressure.
• People skills - tolerance, patience, and care, ability to receive constructive feedback openly.

We create opportunities and experiences for people to enrich their lives.

Our values guide our behaviours and how we act, and they help us find the right partnerships for growth:

Be AWARE (the “thoughtful” value)

Eyes and ears open

Arrive ready

Be human

Respond GENEROUSLY (the “more” value)Always respond

Give more, do more

Have a mindset of abundance

Strength in DIVERSITY (the “family” value)Act in harmony

Work together

Act inclusively

Make it BETTER (the “continuous improvement” value)

Positively influence

Keep learning

Own it