Guest Experience Operations Manager Job in South Africa

We love what we do. And are always on the lookout for like-minded people who share our passion for conserving the wilderness. Each job plays a big part in our shared purpose: to increase the world’s wilderness, together. With operations in eight African countries, we offer a wide array of life-changing career opportunities.

Guest Experience Operations Manager (Johannesburg Based)


Assist the Guest Experience Manager (GEM) to continue to grow, define and shape the guests experience across all products, destinations, platforms and systems to ensure the highest service levels are implemented

Enhance and grow the current VIP personal GEL offering by sharing in-depth knowledge and additional experiences that add value to our guests, agents and suppliers

Feedback to reservations where services do not meet our minimum standards and ensure the reservations teams are kept informed of supplier trends and all elevated expectations are implemented at reservations level.

Pulling monthly arrival booking reports weekly, to share with the team and making sure all Guest Experience Liaisons monthly calendars are loaded and updated with new bookings.

Working closely and assisting the Emergency Afterhours and Wilderness 24 teams with help, support and guidance to guests, suppliers and all internal teams during travel.

Offer first line assistance to the team, develop and mentor staff’s talent to their full potential through performance development programs and be aware of capacity and general level of activity within the team as a whole.

Optimise and consolidate collaboration with various stakeholders within the business, linking with the entire booking channel from reservations to camp operations, from across all regions and departments to ensure the ultimate guest experience is tailor-made and functions like a well-oiled machine

Candidate profile


Matric with Maths 

Tertiary qualification in Travel & Tourism/Hospitality.


8-10 years in the travel & Tourism industry in either a Sales or Direct client engagement position.   

Computer Literate (Microsoft Office, email, Internet) 

Proven English literacy.

Excellent product knowledge on Southern and East Africa. 

Personal or educational travel experience advantageous within Africa in the luxury travel circuits.  

Excellent attention to detail 


Has a strong service-driven mentality and be capable of problem solving, pro-active, level-headed and high empathy skills being essential.

Excellent communication skills both written and oral.

Be able to actively listen and communicate clearly.

Be guest focused and deliver efficient solutions and credible service to all internal and external stakeholders.

Personal Abilities          

Models commitment to the team, motivates and grows team spirit and remains result oriented.

Precise, organised and good communication skills.

Ability to work well under pressure without compromising accuracy.

Ability to pace oneself and prioritise demands.

Team player and ability to interface with various departments.

Consistent approach to quality of output and high levels of integrity.

Dedicated to guest satisfaction and is achievement orientated.

Self-starter with high energy levels.

Treating people with respect.

Has a positive attitude and impact on everyone around them.

Method of Application

Interested and qualified? Go to Wilderness to apply