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

Job Description

Position: Guest Experience Manager

Company: Sun International Botswana

Location: Maun, Botswana

Experience: 5+ years in hospitality management

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

Employment Type: Full-time

Industry: Tourism & Hospitality

Department: Guest Services

Salary: 150,000 – 250,000 SSP per annum

Vacancies:1

Company Overview

Sun International Botswana is a leading hospitality and entertainment brand operating world‑class resorts, hotels and casinos across Southern Africa. With a strong presence in Botswana’s tourism corridor, Sun International delivers unforgettable experiences to both international travelers and local guests. The company’s commitment to sustainable tourism, community engagement, and exceptional service standards makes it a top employer for professionals seeking dynamic career opportunities in Botswana. As part of its expansion strategy, Sun International is enhancing its footprint in the gateway city of Maun, known as the “tourism capital of Botswana,” and is looking for visionary leaders to drive guest satisfaction to new heights. This role contributes directly to the company’s mission of delivering world‑class hospitality while supporting Botswana Jobs and fostering career growth for locals.

Job Overview

The Guest Experience Manager will be responsible for shaping the overall guest journey across all Sun International properties in Maun. Reporting to the Regional Director of Operations, you will lead a team of front‑line staff, design service standards, and implement innovative programs that exceed guest expectations. The role blends strategic planning with hands‑on execution, ensuring that every touchpoint—from reservation to checkout—reflects the brand’s commitment to excellence. For more information about Sun International’s vision and current openings, visit the official portal at https://botswanajobsearch.com/. This position offers a unique platform to influence the hospitality landscape in Botswana, making a tangible impact on Jobs in Botswana and the broader tourism sector.

Key Responsibilities

• Develop and implement guest experience strategies that align with Sun International’s brand standards.
• Lead, coach, and evaluate a multidisciplinary team of concierge, front desk, and guest relations staff.
• Monitor guest feedback channels, analyze trends, and introduce corrective actions to improve satisfaction scores.
• Collaborate with the Marketing and Revenue Management departments to create personalized guest packages and promotions.
• Oversee the execution of special events, VIP services, and loyalty programs.
• Ensure compliance with health, safety, and regulatory requirements specific to the hospitality industry.
• Prepare regular performance reports for senior leadership, highlighting key metrics such as Net Promoter Score (NPS) and occupancy rates.
• Drive continuous improvement initiatives using Lean and Six Sigma methodologies.

Required Skills

• Exceptional interpersonal and communication abilities.
• Strong leadership and team‑building capabilities.
• Proficiency in hospitality management software (e.g., Opera, Fidelio).
• Analytical mindset with the ability to interpret guest data and financial reports.
• Creative problem‑solving and a passion for delivering memorable experiences.
• Fluency in English; knowledge of Setswana is an advantage.

Education

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

Experience

Applicants must have a minimum of five years’ progressive experience in hospitality operations, with at least two years in a supervisory or managerial capacity. Experience in luxury resort environments or high‑volume tourist destinations is highly desirable.

Salary

The compensation package ranges from 150,000 to 250,000 SSP per annum, commensurate with experience and qualifications. Performance‑based bonuses and incentive schemes are also part of the total rewards structure.

Benefits

• Comprehensive health insurance covering employee and dependents.
• Retirement savings plan with employer contributions.
• Paid annual leave, sick leave, and public holidays.
• Employee discount on accommodation, dining, and entertainment across Sun International properties.
• Professional development allowance and tuition reimbursement.

Training

• On‑boarding program that includes brand immersion, service excellence workshops, and safety certifications.
• Leadership development tracks focusing on strategic management, financial acumen, and people skills.
• Access to industry conferences, webinars, and cross‑functional training modules.

Working Environment

The role is based in Maun’s vibrant hospitality hub, offering a collaborative, multicultural workplace. Employees enjoy a dynamic setting that blends the natural beauty of the Okavango Delta with state‑of‑the‑art facilities. Sun International promotes a culture of respect, innovation, and continuous learning, ensuring that staff feel empowered to contribute ideas and grow professionally.

Application Process

Interested candidates should submit an online application through the Sun International careers portal, attaching a current CV and a cover letter outlining their suitability for the Guest Experience Manager role. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment at the Maun property.

Equal Opportunity Statement

Sun International Botswana is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, disability, religion, or sexual orientation. Our hiring practices support Botswana’s commitment to fair employment and the promotion of local talent.