Guest Experience, Standards & Sustainability Manager

Job Overview

Lemala Camps & Lodges seeks a Guest Experience, Standards & Sustainability Manager to uphold exceptional service and eco-friendly practices across its luxury safari properties in Uganda. The role blends operational oversight with strategic sustainability initiatives to ensure memorable guest stays for every visitor each day.

Reporting to the Regional Standards & Sustainability Manager with a dotted line to the Country Manager, this position drives daily quality checks, guest feedback resolution, and environmental reporting. Success depends on strong communication, attention to detail, and a passion for conservation and rich local storytelling.

The manager will lead cross-functional teams, develop training modules, and monitor key performance indicators related to guest satisfaction, sustainability metrics, and operational efficiency. This role offers the chance to influence both guest experiences and environmental stewardship across the lodge network and daily ongoing continuous improvement.

Key Responsibilities

• Review and analyse daily guest feedback, complaints, and survey results to identify trends and initiate corrective actions across all camps and lodges.
• Follow up with property managers to guarantee timely resolution of guest issues, monitor progress until closure, and document outcomes for effective continuous improvement and accountability.
• Conduct scheduled property visits and audits to evaluate service quality, cleanliness, safety compliance, and adherence to brand standards, providing detailed actionable feedback to site teams.
• Oversee property upkeep, inventory control, repair scheduling, and operational supplies management to maintain optimal conditions, prevent disruptions, and support seamless guest experiences across all properties.
• Track sustainability certification progress, coordinate monthly GHG emissions reporting, and promote responsible sourcing, sustainable procurement, and waste reduction initiatives throughout the organization and employee engagement.
• Develop and deliver training programs on guest experience excellence, quality standards, and sustainability practices, facilitating workshops and creating effective reference materials for staff development and evaluation.
• Collaborate with conservation partners to design and implement eco-friendly projects, such as solar energy installations and water conservation measures, that significantly reduce environmental impact overall.
• Prepare monthly operational performance reports for senior management, highlighting detailed key metrics on guest satisfaction, service standards, sustainability achievements, and strategic critical areas requiring improvement.

Qualifications & Experience

Essential

• Hold a Degree or Diploma in Hospitality, Tourism, Business Management, or a closely related field from a recognised institution.
• Possess a minimum of five years progressive experience in luxury hospitality, preferably within safari lodges, camps, or high-end resort environments.
• Demonstrate proven ability to analyse guest feedback, identify service gaps, and develop effective corrective actions that enhance guest satisfaction and loyalty.
• Exhibit strong communication, interpersonal, and organisational skills, with proficiency in using reservation systems, feedback databases, and basic reporting tools.
• Show a genuine passion for hospitality, conservation, and sustainability, coupled with the ability to convey local cultural stories that enrich guest experiences.
• Ability to work independently and within a team, managing multiple priorities while maintaining high attention to detail and meeting deadlines.

Desirable

• Experience with sustainability certification schemes such as Green Key, EcoRating, or LEED, and familiarity with carbon accounting and reporting frameworks.
• Background in designing and delivering training sessions on guest service excellence, environmental stewardship, and community engagement for diverse hospitality teams.
• Knowledge of Ugandan tourism regulations, wildlife protection laws, and community-based conservation initiatives that support sustainable lodge operations.
• Proficiency in using data analysis tools (e.g., Excel, Power BI) to interpret feedback trends, generate reports, and inform decision-making processes.
• Fluency in English and Swahili, with the ability to communicate effectively with international guests and local staff members.

What the Role Offers

• Attractive monthly salary package that reflects experience and performance, supplemented by quarterly bonuses linked to guest satisfaction scores and sustainability target achievement.
• Comprehensive health insurance coverage for the employee and immediate family, providing access to private medical facilities and wellness programs.
• Housing allowance or provision of staff accommodation near the properties, reducing travel time and enhancing work-life balance for employees stationed at remote sites.
• Transport support, including a company vehicle or monthly transport stipend, to facilitate regular site visits across multiple camp locations and ensure timely operational oversight.
• Ongoing professional development opportunities, such as sponsored training courses, industry conferences, and mentorship programs, to support career growth within Lemala Camps & Lodges.

How to Apply

Interested applicants should submit an up-to-date CV, copies of relevant academic and professional certificates, and a concise cover letter detailing their motivation and fit for the Guest Experience, Standards & Sustainability Manager role. Please apply now by clicking the link below.

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