Recruitment Room Team
Managing Director – Guest Experience, Luxury Hospitality & Ecotourism (Congo based)
Job Description
ENVIRONMENT:
Embark on a journey with a distinguished tourism lodge company nestled in the heart of Republic of Congo Brazzaville. With a strategic sales and marketing branch in South Africa, their operations form the core of the vibrant Congo landscape. Currently they are on the lookout for a Managing Director (MD) for Guest Experience who will be responsible for overseeing and enhancing the overall guest experience across all luxury properties within the hospitality group. This role is focused on delivering exceptional service in a high-end ecotourism context, ensuring that guests enjoy a unique, memorable, and personalised experience that reflects the natural beauty and cultural richness of the Republic of Congo. The MD will lead the development and implementation of guest-centric strategies, ensuring that every aspect of the guest journey meets the highest standards of luxury and sustainability.
DUTIES:
Guest Experience Leadership
- Develop and implement a comprehensive guest experience strategy that aligns with the brand’s vision and values, focusing on luxury and ecotourism.
- Oversee all aspects of the guest journey, from initial inquiry to post-stay follow-up, ensuring that every touchpoint exceeds guest expectations.
- Monitor guest feedback and reviews, identifying areas for improvement and implementing changes to enhance the guest experience.
- Lead initiatives to personalise guest experiences, leveraging guest preferences and local insights to create tailored offerings.
Service Excellence
- Set and uphold high standards of service across all properties, ensuring consistency in the quality of guest interactions and services provided.
- Implement training programs focused on luxury service delivery, cultural sensitivity, and ecotourism principles for all staff members.
- Work closely with the operations team to ensure that all facilities and amenities meet luxury standards and enhance the overall guest experience.
- Ensure that all guest-facing staff are knowledgeable about the local environment, wildlife, and culture, enabling them to enrich the guest experience through storytelling and education.
Sustainability and Ecotourism
- Promote sustainable tourism practices that minimise environmental impact while providing authentic and immersive guest experiences.
- Ensure that the guest experience includes opportunities for education and engagement with the natural and cultural heritage of the Republic of Congo.
- Implement and oversee ecotourism activities that highlight the unique biodiversity and cultural richness of the region, ensuring they are conducted in a responsible and ethical manner.
Marketing and Brand Management
- Collaborate with the marketing team to promote the guest experience through various channels, highlighting the unique aspects of the ecotourism offerings.
- Oversee the creation of marketing content that showcases guest experiences, from wildlife encounters to cultural interactions.
- Represent the brand at industry events, conferences, and forums to build awareness of the group’s luxury ecotourism offerings.
Guest Relations and VIP Services
- Establish and maintain strong relationships with repeat guests, VIPs, and travel influencers, ensuring personalised attention and special arrangements.
- Develop and oversee a VIP services program, offering exclusive experiences and benefits to high-profile guests.
- Handle guest complaints and special requests with professionalism and empathy, ensuring swift resolution and guest satisfaction.
Team Leadership and Development
- Lead and inspire a team of hospitality professionals dedicated to delivering exceptional guest experiences.
- Foster a culture of excellence, teamwork, and continuous improvement within the guest services team.
- Provide ongoing training, mentoring, and development opportunities for staff, ensuring they are equipped to deliver luxury service in an ecotourism context.
- Conduct regular performance reviews and implement strategies to motivate and retain top talent.
Revenue
- Identify opportunities for revenue generation through enhanced guest experiences, such as premium packages or exclusive events.
8Innovation and Continuous Improvement:
- Stay abreast of global trends in luxury hospitality and ecotourism, incorporating best practices and innovative ideas into the guest experience.
- Regularly assess and refine guest experience offerings, ensuring they remain fresh, relevant, and aligned with market demands.
- Lead initiatives to integrate technology into the guest experience, such as mobile concierge services, while maintaining a personal touch.
REQUIREMENTS:
Education
- Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field. A Master’s degree is preferred.
Experience
- At least 10 years of senior management experience in luxury hospitality or ecotourism, with a focus on guest experience.
- Proven track record of delivering exceptional guest experiences in high-end settings.
- Experience working in remote or wilderness environments, preferably in Africa, with a deep understanding of ecotourism principles.
Skills and Competencies
- Deep knowledge of sustainable tourism practices and a passion for conservation and community engagement.
- Creativity and innovation in developing unique and memorable guest experiences.
Other Requirements
- Willingness to work in a remote, wilderness setting for 2 – 4 weeks at a time.
- Ability to work flexible hours, including evenings, weekends, and holidays, to meet guest needs.
- Fluency in English is required; knowledge of French or local languages is an advantage.
ATTRIBUTES:
- Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
- Exceptional communication and interpersonal skills, with the ability to connect with guests from diverse backgrounds.
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