Duties Guest Experience & Service Excellence: Ensure consistently exceptional safari and guest experiences across all activities. Maintain high standards of guiding, hosting, storytelling and guest engagement. Coordinate personalised experiences for all guests. Work closely with the Concierge to ensure seamless guest itineraries and activity scheduling. Monitor guest feedback and implement improvements where required. Handle guest concerns and service recovery related to safari and activity experiences. Safari & Activity Operations: Oversee the daily operation of all safaris and guest activities including: Game Drives Boat Cruises Scenic Drives Cultural Experiences Guided Experiences Outsourced Activities Manage guide schedules and operational planning. Ensure effective communication and coordination between departments. Monitor safari profitability, utilisation and operational costs. Ensure all permits, licences and compliance requirements are maintained. Support the continued growth and development of the hotel’s experience offering. Boat & Fleet Management: Oversee the operation, presentation and maintenance of safari vehicles and boats. Ensure all safari and marine operations meet safety and operational standards. Ensure preventative maintenance schedules are implemented. Monitor vehicle and boat condition, fuel usage, servicing and operational readiness. Ensure safari equipment and guest amenities are professionally maintained and presented. Team Leadership & Training: Lead, mentor and develop the safari and experiences team. Foster a positive, professional and guest focused team culture. Conduct regular training focused on: Guiding Standards Hospitality Service Guest Engagement Storytelling Safety Procedures Conservation Knowledge Manage staffing schedules, leave planning and operational staffing requirements. Experience Development & Innovation: Identify opportunities to expand and improve the reserve’s experience offering. Develop authentic experiences aligned with the property’s positioning and location within Zululand. Explore opportunities for: Conservation based experiences Wellness & Nature experiences Family experiences Birding & Photography experiences Cultural & Community experiences Premium & Private Safari offerings Collaborate with marketing on experience content, photography opportunities and promotional initiatives. Community, Sustainability & Conservation: Support and coordinate sustainability and Fair-Trade Tourism commitments. Assist in managing the hotel’s community and conservation initiatives. Support and coordinate community upliftment projects with a focus on early childhood development initiatives. Build and maintain positive relationships with local schools, community leaders and project partners. Coordinate meaningful and respectful guest interactions with community projects where appropriate. Ensure safari and experience operations are environmentally responsible and aligned with conservation principles. Assist with sustainability reporting, Fair Trade Tourism compliance and related initiatives. Promote responsible tourism practices throughout the safari and experiences division. Reserve & Conservation Partner Relations: Build and maintain strong working relationships with: Ezemvelo KZN Wildlife Isimangaliso Wetland Park Local reserve management teams Conservation stakeholders Tourism Partners & Local Communities Represent the property professionally within the regional tourism and conservation industry. Coordinate reserve access, permits and operational relationships. Identify partnership opportunities that strengthen the guest experience and positioning of the property. Maintain awareness of regional tourism and conservation developments impacting safari operations. Health, Safety & Compliance: Ensure all safari and guest activity operations comply with safety regulations and company standards. Conduct regular safety checks and risk assessments. Maintain emergency procedures and incident reporting protocols. Ensure guest and staff safety at all times. Reporting & Administration: Prepare operational reports and departmental updates for management. Assist with forecasting, budgeting and planning for safari operations and fleet requirements. Monitor activity participation trends and identify opportunities for improvement. Ensure accurate operational administration and record keeping. Requirements Previous experience managing safari, lodge or experiential tourism operations Strong leadership and team management skills Excellent organisational and communication abilities Passion for hospitality, conservation and guest experience Experience managing safari vehicles and operational assets Strong problem solving and decision-making skills Valid driver’s licence with PDP Ability to work flexible hours including weekends and public holidays Valid skipper’s licence and boating experience FGASA qualification or similar guiding background Experience operating and managing guest boat experiences Hospitality management experience within boutique or experiential properties Knowledge of Zululand reserves and regional tourism offerings First Aid qualification Experience developing and selling guest experiences Warm and guest focused personality Calm and professional under pressure Hands on and operationally minded Strong relationship building and stakeholder management skills Passionate about conservation, responsible tourism and community engagement Strong attention to detail Self-motivated, proactive and solutions driven Commercially aware while maintaining a guest first mindset Package on offer R25 – 30K DOE. Housing, lights and water. 7% company contribution to Momentum Provident Fund (effective after completion of probationary period). 50% company contribution to Momentum medical aid (effective after completion of probationary period). #J-18808-Ljbffr