{"id":2456267,"url":"https://alion.io/job/more-collection-guest-experience-manager","title":"Guest Experience Manager","company":{"id":2902360,"name":"MORE Collection","domain":"more.co.za","url":"https://alion.io/company/more-co-za","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Simplify","truth_index":null},"role":"Hospitality","role_family":"Hospitality","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":31000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":75},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-04-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-13T20:15:23Z","board_verified":true,"closed_at":null,"days_open":183,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":183},"description":"Role Purpose\nThe 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.\nThe 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.\n Key Outcomes of the Role\nGuests feel seen, anticipated, and cared for\nThe guest journey is intentional, consistent, and memorable\nGuest-facing teams are confident, present, and aligned\nGuest feedback reflects emotional connection, not only satisfaction\nThe MORE brand experience is protected and elevated daily\n\nCore Responsibilities\nGuest Journey Ownership\nAccountable for the integrity and execution of the end-to-end guest journey (pre-arrival, arrival, in-stay, departure, post-stay)\nDesign and protect key guest rituals, moments, and transitions\nEnsure consistency of experience while respecting the unique character of each lodge or hotel.\nCurate experiences for VIPs, repeat guests, special occasions, and long-stay guests\nAct as escalation point for complex or sensitive guest situations \nExperience Delivery & Presence\nMaintain a visible, engaged presence in guest areas\nConduct daily experience walkabouts and informal quality checks\nObserve guest behaviour and emotional cues to proactively adjust service\nEnsure guest communications reflect the MORE tone of voice\nPartner 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.\nElevate the quality of guest interaction beyond service delivery, through visible leadership and coaching\n\nPeople Leadership & Coaching\nLead, coach, and inspire guest-facing teams to deliver intuitive, emotionally intelligent service\nSet clear expectations around presence, language, body language, and guest interaction\nFacilitate experience-focused training and coaching sessions\nIdentify and develop future talent within guest-facing teams\nReinforce accountability while nurturing confidence and pride in service\nEnsure Guest Experiences trainings outcomes are lived within the property.\nServe as the connector between departments, shaping a consistent guest-first mindset across the property\n\nBrand & Experience Custodian\nAct as the on-property custodian of the MORE guest experience\nEnsure all guest touchpoints align with brand values and experience standards\nProtect intimacy, warmth, and authenticity as the business scales\nCollaborate with Marketing and Guest Experience leadership on storytelling and enhancements\nContribute insights into broader Guest Experience strategy\nConduct all preparations for special occasions in conjunction with the GE Department and Interiors.\nAct as the on-property translator of the MORE brand, embedding its values into daily behaviours and team practices\nGuest Feedback & Insight\nEngage with guest feedback during and after stay\nReview and respond to guest feedback platforms in line with brand tone\nIdentify experience trends and recurring pain points\nTranslate feedback into practical improvements and coaching moments\nShare insights with the GM and Group Guest Experience leadership\nCommercial Awareness (Experience-Led)\nEnhance revenue through curated experiences rather than transactional upselling\nSupport repeat visitation and guest loyalty through emotional connection\nBalance guest delight with operational and financial sustainability\nProtect brand value over discount-led decision making\nExperience & Profile\nEssential\n5-8 years’ experience in luxury hospitality or lodge/hotel environments\nProven experience in guest relations or guest experience leadership/management.\nHigh emotional intelligence and strong interpersonal presence\nComfortable leading through influence rather than hierarchy\nExceptional written and verbal communication skills\nStrong situational awareness and attention to detail\nAdvantageous\nExposure to guest experience design or service philosophy work\nFamiliarity with guest feedback platforms and PMS systems\nPersonal Attributes\nEnthusiastic about people\nEnthusiastic about guest experience and creating moments\nCalm, grounded, and emotionally perceptive\nNaturally hospitable and intuitive\nConfident without ego\nProud of service and people\nPresent, observant, and intentional\n MAXIMIZING YOUR IMPACT AS A MEMBER OF THE MORE FAMILY COLLECTION\nExcellent attention to detail.\nGuest focus philosophy, living the MORE brand and driving the MORE experience.\nExcellent communication skills (written and verbal), practicing honest communication.\nTeam player with positive attitude, enthusiasm, and emotional control.\nExcellent time management and self-discipline, interpersonal & solution seeking skills.\nProactive, use initiative and creative flair when required.\nCommitted and loyal, adaptable, and flexible.\nMust work accurately under pressure.\nPeople skills - tolerance, patience, and care, ability to receive constructive feedback openly.\n\nWe create opportunities and experiences for people to enrich their lives.\nOur values guide our behaviours and how we act, and they help us find the right partnerships for growth:\nBe AWARE (the “thoughtful” value)\nEyes and ears open\nArrive ready\nBe human\nRespond GENEROUSLY (the “more” value)Always respond\nGive more, do more\nHave a mindset of abundance\nStrength in DIVERSITY (the “family” value)Act in harmony\nWork together\nAct inclusively\nMake it BETTER (the “continuous improvement” value)\nPositively influence\nKeep learning\nOwn it","description_format":"text","description_chars":5895,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts","Luxury Travel"],"lifecycle":[{"event":"open","at":"2026-10-13T16:09:01Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.182,"p_room":0.28,"age_days":183,"expected_fill_days":24,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-13T22:42:03Z"},"pay":null,"html_url":"https://alion.io/job/more-collection-guest-experience-manager","json_url":"https://alion.io/job/more-collection-guest-experience-manager.json","meta":{"generated_at":"2026-10-13T22:42:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34616,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2902360},"rest":"https://alion.io/mcp/rest/get_company?id=2902360"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmore-collection-guest-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmore-collection-guest-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmore-collection-guest-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/more-collection-guest-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmore-collection-guest-experience-manager"}]}