Guest Experience Manager Job Vacancy in Maun, Botswana – Hospitality & Tourism

Job Description

Position:Guest Experience Manager

Company:Sun International

Location:Maun, Botswana

Experience:5+ years in hospitality guest services

Education:Bachelor’s degree in Hospitality Management or related field

Employment Type:Full-time

Industry:Hospitality & Tourism

Department:Operations

Salary:SSP 250,000 – 350,000 per annum

Vacancies:1

Company Overview

Sun International is a leading global hospitality and entertainment group with a strong footprint across Africa. In Botswana, Sun International operates iconic resorts and lodges that showcase the country’s natural beauty and cultural heritage. The Maun location serves as a gateway to the Okavango Delta, attracting international tourists seeking luxury experiences. As part of its commitment to excellence, Sun International continuously invests in talent, innovation, and sustainable practices, making it a premier employer for ambitious hospitality professionals seeking career growth in Botswana Jobs.

Job Overview

The Guest Experience Manager will lead the delivery of world‑class service standards for guests staying at Sun International’s Maun resort. Reporting to the Operations Director, the role focuses on creating memorable experiences, driving guest satisfaction scores, and fostering a culture of hospitality excellence. This position plays a pivotal role in enhancing the resort’s reputation, supporting revenue growth, and contributing to the overall success of the brand. For more information about Sun International and its portfolio, visit Botswana Job Search.

Key Responsibilities

• Design, implement, and monitor guest service protocols that align with Sun International’s brand standards.
• Lead a team of front‑line staff, providing coaching, performance feedback, and development plans.
• Handle escalated guest complaints, ensuring swift resolution and follow‑up to maintain high satisfaction levels.
• Collaborate with Housekeeping, Food & Beverage, and Sales teams to ensure seamless guest journeys from check‑in to check‑out.
• Analyze guest feedback data, generate actionable insights, and present recommendations to senior management.
• Develop and oversee special guest programs, loyalty initiatives, and personalized experiences for high‑value visitors.
• Maintain compliance with health, safety, and regulatory standards specific to the hospitality sector in Botswana.

Required Skills

• Exceptional interpersonal and communication abilities, with fluency in English; additional language skills such as Setswana are advantageous.
• Strong leadership and team‑building capabilities, with a proven track record of motivating staff.
• Analytical mindset to interpret guest data and drive continuous improvement.
• Proficiency in hospitality management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
• Ability to work flexible hours, including weekends and holidays, to meet guest needs.

Education

A Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related discipline is required. Relevant certifications such as Certified Hospitality Supervisor (CHS) or similar are considered a plus.

Experience

Applicants must have a minimum of five years of progressive experience in guest services or front‑office operations within a luxury hotel or resort environment. Prior experience in a supervisory or managerial role is essential.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 annually, commensurate with experience and qualifications. The package includes performance‑based incentives and a comprehensive benefits suite.

Benefits

• Health insurance covering medical, dental, and vision care.
• Retirement savings plan with employer contributions.
• Paid annual leave, sick leave, and public holidays.
• Employee discount on resort amenities, dining, and spa services.
• Opportunities for international career mobility within Sun International’s global network.

Training

• On‑boarding program that introduces Sun International’s service philosophy and operational standards.
• Continuous professional development workshops on leadership, customer experience, and emerging hospitality trends.
• Access to industry conferences and certification courses funded by the company.

Working Environment

The role is based at Sun International’s Maun resort, a vibrant workplace set against the backdrop of the Okavango Delta. Employees enjoy a collaborative atmosphere, modern facilities, and a strong emphasis on work‑life balance. The resort’s commitment to sustainability and community engagement creates a purpose‑driven environment for staff.

Application Process

Interested candidates should submit an online application through the Sun International careers portal. Include a tailored resume and a cover letter outlining your suitability for the Guest Experience Manager role. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for interviews.

Equal Opportunity Statement

Sun International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued, regardless of gender, race, religion, age, disability, or sexual orientation. All qualified applicants will receive consideration for employment in accordance with Botswana’s employment laws.