Guest Experience Manager Job Vacancy in Moka, Mauritius – Hospitality

Job Description

Position: Guest Experience Manager

Company: Accor Hotels

Location: Moka, Mauritius

Experience: 5+ years in hospitality guest services or hotel management

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

Employment Type: Full-time

Industry: Hospitality

Department: Guest Services

Salary: SSP 500,000 – 800,000 per annum

Vacancies:1

Company Overview

Accor Hotels is a world‑leading hospitality group with a strong presence across continents, including a portfolio of luxury and lifestyle brands operating in Mauritius. With a commitment to delivering memorable experiences, Accor combines innovative service models, sustainable practices, and a deep respect for local cultures. The company’s Mauritian operations are renowned for their dedication to excellence, employee development, and community engagement. As part of Accor’s global network, the Moka location offers a vibrant work environment where creativity and professionalism thrive, making it an attractive destination for talent seeking rewarding career opportunities in the hospitality sector. This role contributes directly to Accor’s mission of creating a sense of belonging for every guest, reinforcing the brand’s reputation for quality and service across Mauritius Jobs and beyond.

Job Overview

The Guest Experience Manager will lead the Guest Services team to ensure that every visitor enjoys a seamless, personalized, and unforgettable stay. Reporting to the Hotel General Manager, you will design and implement service standards, oversee daily operations, and collaborate with cross‑functional departments such as Housekeeping, Food & Beverage, and Sales. This position plays a pivotal role in enhancing guest satisfaction scores, driving repeat business, and supporting Accor’s strategic objectives in the region. The role also involves analyzing guest feedback, managing escalations, and championing innovative initiatives that align with Accor’s global brand promise. For more details, visit Mauritius Job Search. This opportunity is a prime example of Career Opportunities in Mauritius for professionals passionate about hospitality excellence.

Key Responsibilities

• Develop and enforce guest service standards that reflect Accor’s brand values.
• Lead, coach, and motivate a team of Guest Services associates to achieve high performance.
• Monitor guest feedback across multiple channels and implement corrective actions.
• Coordinate with Housekeeping, F&B, and Front Office to ensure smooth operations.
• Handle guest complaints and escalations with professionalism and empathy.
• Analyze occupancy trends and guest preferences to propose service enhancements.
• Prepare regular reports on guest satisfaction metrics for senior management.
• Promote sustainable and culturally respectful practices in all guest interactions.

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 experience in data‑driven decision making.
• Ability to manage multiple priorities in a fast‑paced environment.
• Fluency in English; French or Creole is an advantage.
• Customer‑centric attitude with a passion for service excellence.
• Knowledge of local cultural nuances and tourism trends.

Education

A Bachelor’s degree in Hospitality Management, Business Administration, or a related discipline is required. Relevant certifications such as CHRM (Certified Hospitality Revenue Manager) or a diploma from a recognized hospitality institute are considered a plus.

Experience

Minimum of five years’ experience in guest services, front office management, or hotel operations, with at least two years in a supervisory or managerial role. Experience in upscale or luxury hotel environments is highly desirable.

Salary

The compensation package ranges from SSP 500,000 to SSP 800,000 annually, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the overall remuneration.

Benefits

• Comprehensive health and dental coverage.
• Paid annual leave and statutory holidays.
• Employee discount on hotel stays and dining.
• Retirement savings plan with employer contribution.
• Opportunities for international mobility within Accor’s global network.
• Support for professional certifications and continuous learning.

Training

• Onboarding program covering Accor’s service philosophy and operational standards.
• Leadership development workshops tailored for hospitality managers.
• Regular training on guest feedback analysis and resolution techniques.
• Access to Accor’s online learning platform for skill enhancement.
• Mentorship pairing with senior executives to accelerate career growth.

Working Environment

The role is based in a modern, fully equipped hotel facility in Moka, offering a collaborative atmosphere where innovation is encouraged. Employees benefit from a multicultural team, flexible scheduling, and a strong emphasis on work‑life balance. Accor’s commitment to sustainability ensures a workplace that respects both people and the planet.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the Accor Careers website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for a virtual interview followed by an on‑site assessment.

Equal Opportunity Statement

Accor 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, race, religion, or sexual orientation. Our hiring practices reflect our dedication to fairness and respect in Employment in Mauritius.