Experience Expert

About the role

The Experience Expert will design, organise and deliver personalised tours, activities and excursions for guests at One&Only Nyungwe House, a luxury eco‑retreat in Rwanda. Working closely with internal departments and external providers, you will ensure each guest receives seamless, memorable experiences that reflect the unique natural and cultural heritage of the Nyungwe region.

Key responsibilities

• Plan, arrange and follow through bespoke itineraries, field activities and services for guests, coordinating with internal teams and external/governmental excursion providers.
• Provide accurate, timely information on the property’s history, cultural heritage and natural environment.
• Accompany guests on selected excursions and activities when required.
• Identify and secure high‑quality, high‑end providers and activities in the area.
• Maintain continuous contact with guests to ensure smooth delivery of tours, transfers and special requests.
• Oversee a designated zone of the resort’s reserve, monitoring ecological maintenance, security and compliance with environmental policies.
• Report maintenance needs to relevant departments and keep an up‑to‑date knowledge of all resort services and offerings.

Required profile

• Passion for creating exceptional guest experiences in a luxury hospitality setting.
• Strong knowledge of Rwanda’s cultural, historical and natural attractions.
• Excellent communication and interpersonal skills, with the ability to liaise effectively with guests, colleagues and external partners.
• Detail‑oriented, proactive and able to manage multiple requests simultaneously.

Required skills