Guest Experience Expert

About the role

The Guest Experience Expert designs and delivers personalised tours, itineraries and field activities for guests at One&Only Gorilla's Nest. You will act as the main point of contact, providing accurate information on the resort’s natural, cultural and historical assets, and accompany guests on excursions when required.

Key responsibilities

• Identify and secure high‑end local providers and activities, ensuring they meet the resort’s quality standards.
• Arrange on‑site and off‑site tours, transfers and special requests, guaranteeing comfort and convenience throughout the guest’s stay.
• Maintain deep knowledge of the resort’s services, ecological zones and conservation policies, and report any maintenance or security issues.
• Participate in property conservation work such as trail upkeep, fence maintenance, flora planting and removal of deceased wildlife.
• Respond to emergencies following resort procedures, prioritising guest safety and protection of assets.

Required profile

• Commitment to exceeding guest expectations and creating memorable experiences.
• Passion for the environment, wildlife and Rwandan culture, with a proactive, detail‑oriented attitude.
• Ability to work collaboratively with colleagues across departments and external partners.
• Honesty, fairness and responsibility towards the resort’s financial and sustainability goals.

Required skills

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