Guest Experience, Standards and Sustainability Manager job at Lemala Camps and Lodges

Lemala Camps & Lodges

Guest Experience, Standards & Sustainability Manager

Lemala Camps & Lodges is seeking an experienced Guest Experience, Standards & Sustainability Manager to oversee service quality, guest feedback, property standards, and sustainability initiatives within the country. The role is highly operational and focused on ensuring exceptional guest experiences and consistent standards across camps and lodges.

Key Responsibilities

• Review and manage daily guest feedback, complaints, and corrective actions.
• Follow up with property managers to ensure timely resolution of guest issues.
• Monitor service quality through regular property visits and audits.
• Oversee property upkeep, inventory, repairs, and operational supplies.
• Track sustainability certification and environmental initiatives.
• Coordinate monthly GHG emissions reporting across camps and lodges.
• Promote responsible sourcing and sustainable procurement practices.
• Train and engage teams on guest experience, quality, and sustainability standards.
• Analyse feedback trends and recommend preventative solutions.

Requirements

• Degree or Diploma in Hospitality, Tourism, or a related field.
• Minimum 5 years’ experience in luxury hospitality, preferably safari operations.
• Excellent troubleshooting, communication, and interpersonal skills.
• Strong attention to detail and organisational abilities.
• Experience with reservation/feedback databases.
• Passion for hospitality, conservation, sustainability, and local storytelling.

Reports to: Regional Standards & Sustainability Manager

Dotted Line: Country Manager

• Review and manage daily guest feedback, complaints, and corrective actions.
• Follow up with property managers to ensure timely resolution of guest issues.
• Monitor service quality through regular property visits and audits.
• Oversee property upkeep, inventory, repairs, and operational supplies.
• Track sustainability certification and environmental initiatives.
• Coordinate monthly GHG emissions reporting across camps and lodges.
• Promote responsible sourcing and sustainable procurement practices.
• Train and engage teams on guest experience, quality, and sustainability standards.
• Analyse feedback trends and recommend preventative solutions.

• Excellent troubleshooting, communication, and interpersonal skills.
• Strong attention to detail and organisational abilities.
• Experience with reservation/feedback databases.
• Passion for hospitality, conservation, sustainability, and local storytelling.

• Degree or Diploma in Hospitality, Tourism, or a related field.
• Minimum 5 years’ experience in luxury hospitality, preferably safari operations.