Duties

• Guests feel seen, anticipated, and cared for; that the guest journey is intentional, consistent, and memorable
• Guest-facing teams are confident, present, and aligned
• Guest feedback reflects emotional connection, not only satisfaction

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 the lodge
• 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
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