Guest Experience Manager at Good Earth Tours

We are seeking an experienced and passionate Guest Experience & Safari Planning Manager to join our team and play a key role in delivering exceptional safari experiences for our clients. In this role, you will be responsible for ensuring a smooth and delightful safari experience for our guests. From itinerary planning to on-the-ground coordination, you will serve as a key point of contact, ensuring that every detail is meticulously handled and that our guests feel seen, valued, and excited about their journey.

• Department: Sales & Safari Operations
• Reports To: Management Team

Key Responsibilities

Team Management:

• Supervise and mentor a team of safari consultants, providing guidance, training, and support to help them achieve individual and team sales targets.
• Act as the escalation point for complex itineraries or customer issues.
• Foster a collaborative and motivating work environment to ensure high performance.
• Train team on sales strategies, destinations and best practices.

Guest Experience & Communication

• Serve as the primary point of contact for clients, ensuring timely, warm, and professional communication.
• Understand guests’ travel preferences, needs, and special requests to craft personalized safari experiences.
• Provide detailed pre-travel information, including packing lists, visa requirements, and health advisories.
• Conduct post-trip follow-ups to gather feedback and ensure guest satisfaction.
• Establishing procedures and standards of meeting up with our clients.
• Advocate for our clients to ensure partners deliver exceptional service, creating memorable and seamless experiences.

Safari Planning & Coordination

• Design customized itineraries based on client preferences, interests, and budget.
• Coordinate with safari lodges, camps, guides, and transportation providers to secure seamless travel logistics.
• Provide expert advice on the best destinations, seasons, and activities for an exceptional safari experience.
• Ensure all bookings, permits, and necessary documentation are in place before the guest’s arrival.
• Inspect and train service delivery teams at all levels to ensure every aspect of the safari exceeds client expectations.

Operational Coordination

• Work closely with ground teams, including guides, drivers, and hospitality staff, to ensure a flawless guest experience.
• Troubleshoot any on-the-ground challenges and provide real-time solutions to enhance guest satisfaction.
• Monitor safari schedules and make necessary adjustments for weather, wildlife movements, or guest preferences.
• Maintain accurate records of bookings, payments, and special arrangements.

Reporting & Strategy

• Monitor sales performance and contribute to achieving the company’s revenue targets.
• Provide regular updates and feedback to management on market trends, customer insights, and potential growth opportunities.
• Assist in the development and refinement of sales tools, processes, and marketing collaterals.
• Continuous Improvement & Team Collaboration
• Gather and analyze guest feedback to refine experiences and improve service delivery.
• Collaborate with the marketing and sales teams to align safari offerings with client expectations.
• Stay up to date with industry trends, new safari lodges, and conservation initiatives to enhance product knowledge.

Qualifications & Skills

Essential:

• Minimum 5 years of experience as a safari consultant or in a similar role within the travel industry.
• Proven track record in sales and creating bespoke luxury travel itineraries.
• In-depth knowledge of African safari destinations, mainly East Africa (e.g., Kenya, Tanzania, Uganda), including wildlife, accommodations, and logistics.
• Exceptional customer service skills with a friendly, professional, and approachable demeanor.
• Strong organizational skills with excellent attention to detail.
• Ability to multitask, prioritize, and work efficiently under pressure.
• Excellent verbal and written communication skills in English.

Preferred:

• Prior experience in team leadership or management.
• Familiarity with travel reservation systems or CRM platforms.
• Knowledge of additional languages (e.g., Swahili, French, or German) is an advantage.

What We Offer

• Competitive salary
• Opportunities for professional growth and leadership development.
• Travel perks, including familiarization trips to safari destinations.
• A dynamic, supportive, and collaborative work environment.
• The chance to help clients create life-changing memories in some of the most beautiful destinations on earth.