Guest Experience Manager Job Vacancy in Rivière du Rempart, Mauritius – Hospitality & Tourism

Job Description

Position: Guest Experience Manager

Company: LUX* Resorts & Hotels

Location: Rivière du Rempart, Mauritius

Experience: 5+ years in hospitality management

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

Employment Type: Full-time

Industry: Hospitality & Tourism

Department: Guest Services

Salary: SSP 800,000 – 1,200,000 per annum

Vacancies:1

Company Overview

LUX* Resorts & Hotels is a globally recognized luxury hospitality brand with a strong presence in Mauritius. Operating several award‑winning resorts on the island, LUX* delivers world‑class service, innovative culinary concepts, and unforgettable guest experiences. As a leading employer, LUX* contributes to the growth of the tourism sector and offers career pathways that align with the vibrant culture of Mauritius. This role supports the brand’s commitment to excellence and positions you at the heart of a dynamic, guest‑centric environment. The company’s focus on sustainability, local community engagement, and employee development makes it an ideal place for ambitious professionals seeking long‑term growth.

Job Overview

The Guest Experience Manager will lead the Guest Services team to ensure every visitor enjoys a seamless, memorable stay. Reporting to the Director of Operations, you will design and implement service standards, oversee daily interactions, and collaborate with cross‑functional departments to enhance the overall guest journey. This position plays a pivotal role in maintaining LUX*’s reputation for exceptional hospitality while driving revenue through upselling and personalized experiences. For more information about LUX* and its career opportunities, visit https://mauritiusjobsearch.com/.

Key Responsibilities

• Develop and enforce guest service protocols that reflect LUX*’s brand standards.
• Lead, coach, and motivate the Guest Services team to deliver personalized experiences.
• Monitor guest feedback across multiple channels and implement corrective actions.
• Coordinate with Housekeeping, Food & Beverage, and Front Office to ensure smooth operations.
• Identify opportunities for upselling premium services and packages.
• Prepare daily, weekly, and monthly performance reports for senior management.
• Manage special guest requests, VIP itineraries, and event support.
• Ensure compliance with health, safety, and hospitality regulations.

Required Skills

• Strong leadership and team‑building abilities.
• Excellent communication and interpersonal skills.
• Proficiency in hospitality management software (e.g., Opera, Fidelio).
• Analytical mindset with a focus on guest satisfaction metrics.
• Ability to handle high‑pressure situations with poise.
• Creative problem‑solving and initiative‑driven attitude.

Education

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

Experience

Minimum of five years’ experience in a supervisory or managerial role within a luxury hotel or resort environment, with a proven track record of enhancing guest satisfaction scores.

Salary

The competitive compensation package ranges from SSP 800,000 to SSP 1,200,000 annually, commensurate with experience and qualifications.

Benefits

• Comprehensive health and dental coverage.
• Retirement savings plan with employer matching.
• Generous paid leave and holiday entitlement.
• Employee discount on resort stays and dining.
• Professional development allowance.

Training

• On‑boarding program covering LUX* brand standards and service excellence.
• Continuous leadership workshops and mentorship.
• Access to industry conferences and certification courses.

Working Environment

You will work in a vibrant, multicultural resort setting that values innovation, sustainability, and employee well‑being. The role involves both office‑based planning and on‑site interaction with guests and staff, offering a balanced and engaging workday.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining relevant experience through the online portal on the LUX* Careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for interviews.

Equal Opportunity Statement

LUX* Resorts & Hotels is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, age, disability, ethnicity, religion, or sexual orientation.