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.

• 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

• 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

• 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

• 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

• 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

• 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

• Enhance revenue through curated experiences rather than transactional upselling
• Support repeat visitation and guest loyalty through emotional connection
• Balance guest delight with…