Guest Experience Expert

About the role

As a Guest Experience Expert you will design and deliver personalised tours, activities and services for guests at One&Only Gorilla’s Nest, ensuring every interaction reflects the resort’s high‑end standards and environmental ethos.

Key responsibilities

• Identify and secure high‑quality local providers and arrange on‑ and off‑site tours, transfers and special requests, maintaining continuous contact with guests.
• Manage a designated zone of the reserve, overseeing ecological maintenance, security and monitoring in line with the resort’s environmental policy.
• Provide accurate information on the property’s history, culture and natural heritage, and accompany guests on excursions when required.
• Perform conservation and land‑care tasks such as trail maintenance, fence repair, planting and removal of deceased wildlife.
• Respond to emergencies following resort procedures and ensure safety of guests and protection of equipment.

Required profile

• Commitment to exceeding guest expectations and creating memorable experiences.
• Passion for environmental stewardship and community contribution.
• Honesty, responsibility and a focus on sustainable financial performance.

Required skills

• Knowledge of African and Rwandan flora, fauna, natural history, and cultural heritage.
• Professional guiding experience with wildlife.
• Fluency in English; additional languages are a plus.