Guest Experience Manager

About the role

The Guest Experience Manager will own the end‑to‑end journey of international clients, ensuring every Naru Zanzibar trip is smooth, premium and well‑organised. Based in Kenya with regular travel to Zanzibar, the role requires proactive ownership and the ability to operate independently.

Key responsibilities

• Own the guest relationship from first enquiry through departure, providing timely updates at every stage.
• Build and coordinate bespoke itineraries that match guest expectations, budgets and pacing, adjusting plans as needed.
• Manage tours and experiences both remotely and on the ground in Zanzibar, confirming timings, inclusions and logistics.
• Liaise with hotels, drivers, guides and local partners to confirm bookings, resolve gaps and uphold Naru’s service standards.
• Handle guest requests, changes, delays and complaints promptly and professionally.
• Anticipate potential itinerary risks and resolve them before guest arrival.
• Maintain clear communication across time zones throughout the trip.
• Gather post‑trip feedback and use insights to improve future itineraries and supplier choices.

Required profile

• Based in Kenya with flexibility to travel to Zanzibar as required.
• Fluent in Swahili and English, both written and spoken.
• Proven experience in luxury travel, tourism or hospitality, preferably in destination management or safari operations.
• Working knowledge of how itineraries and travel packages are built, priced and delivered.
• Experience serving international clients and understanding luxury service standards.
• Highly organised, proactive and able to manage multiple guests and moving parts simultaneously.
• Strong communication and problem‑solving skills with the judgment to make decisions independently.