Guest Experience Manager

ABOUT ASILIA

Asilia Africa is one of East Africa’s long-standing safari companies. Meaning ‘genuine’ or ‘authentic’ in Swahili, we’ve built a reputation for incredible safari experiences and our unwavering commitment to empowering both people and nature alike in the region. Founded in 2004, Asilia has a leading presence in the main safari destinations in Tanzania and Kenya as well as a driving role in several pioneering projects. Asilia’s goal is to turn crucial and fragile natural habitats into lasting conservation economies, benefitting both the environment and local communities. At present, the company owns and operates 18 lodges and camps as well as a ground handling operation. Asilia is the first sustainable safari/lodge company in Africa to receive a 5-star rating for sustainability from GIIRS, was recognized as one of the “Best Companies for the World” in 2013 and was awarded the 2014 Tourism for Tomorrow Business Award.

WHAT WE BELIEVE IN

We believe that world-class travel can go hand in hand with improving livelihoods and conservation of nature. Our luxury camps and lodges are in some of the most special places on earth. Places we want to safeguard for the future. We strive to transform whole areas, from crucial fragile natural habitats with often impoverished communities into lasting conservation economies; effectively protecting wildlife whilst providing opportunities for local people to prosper. Whichever department you work in, your efforts will be crucial in achieving our conservation goal.

ROLE OVERVIEW

The Guest Experience Manager leads Asilia’s frontline Guest Experience Specialist team, ensuring exceptional, agent-first service at every stage of the guest journey. This role combines operational oversight, staff leadership, and direct agent relationship management. The Manager acts as both a strategic guardian of Asilia’s agent-facing reputation and a hands-on problem solver, empowering the team to deliver high-touch, real-time support. 

RESPONSIBILITIES – TEAM LEADERSHIP AND MANAGEMENT

• Team Leadership and Oversight 

• Recruit, train, and mentor Guest Experience Specialists, fostering a culture of empathy, precision, and agent-first thinking. 

• Manage shift scheduling to guarantee seamless 24/7 coverage. 

• Monitor team performance against service standards, providing coaching and feedback. 

• Ensure continuous professional development through training and familiarization trips. 

AGENT & GUEST RELATIONSHIP MANAGER

• Serve as the escalation point for complex agent or guest issues. 

• Build and maintain strong partnerships with key agents, ensuring trust and consistency. 

• Oversee quality control of all guest/agent interactions to protect brand reputation. 

CRISES & RISK MANAGEMENT

• Lead the response to major service disruptions, safety incidents, or emergencies. 

• Coordinate with internal teams (Operations, Camps, Medical Assistance) to resolve crises quickly. 

• Prepare and deliver post-incident reports with root-cause analysis and recommendations. 

OPERATIONAL EXCELLENCE

• Partner with Booking Ops, Product, and regional teams to align processes and service delivery. 

• Anticipate operational risks (weather, logistics, supply chain) and implement contingency plans. 

• Track KPIs such as response times, resolution rates, and agent satisfaction. 

PROACTIVE EXPERIENCE PROGRESS MONITORING

• Oversee real-time monitoring of VIP and high-value itineraries. 

• Ensure proactive communication with agents regarding potential disruptions. 

• Identify opportunities for “surprise-and-delight” guest touches and ensure execution. 

QUALIFICATIONS AND EXPERIENCE

• 5–7 years’ experience in luxury travel, safari operations, or hospitality, with at least 2 years in a leadership role. 

• Demonstrated success in managing high-performing teams. 

• Strong background in crisis management and decision-making under pressure. 

• Excellent written and verbal communication skills; adept at tailoring tone for different agents/markets. 

• Proficiency in CRM systems, communication platforms, and reporting tools. 

• Fluency in English; additional languages an advantage. 

REQUIRED COMPETENCIES

• Leadership Mindset - ability to inspire and empower a distributed team.  

• Agent-first thinking — ensuring every decision prioritizes agent trust and confidence. 

• Strategic problem-solving — proactive in anticipating challenges and designing solutions. 

• Resilience under pressure — calm, decisive, and effective in high-stress situations. 

• Collaboration — cross-functional partnership across time zones and departments. 

COMPANY REQUIRED WORK PRACTICES

• Across all interactions, promote the image of the sales team as a best-in-class externally with our clients and internally with our key stakeholders.

• As a key point of contact and the face of Asilia, upholding and contributing to the reputation of the company as a leading safari operator. 

• The Asilia values are company values that play a significant role in how we define ourselves and set ourselves apart. We place a high value on living these values in everyday work practices. These values are genuine, inspired to do good, caring family spirit, teamwork, dedicated to service, consistent quality and going the extra mile

• When staff events happen within working hours it will be compulsory to attend 

• Attend all Training & Development programs as required. 

CONDITIONS AND WORKING HOURS

• Flexibility to provide leadership support across a 24/7 rotational service. 

• On-call availability for escalations, including nights, weekends, and public holidays. 

• Occasional travel to Asilia properties, partner locations, or industry events. 

• Remote work supported, provided reliable internet and secure workspace