Senior Guest Experience Manager Job Vacancy in Beau Bassin, Mauritius – Hospitality & Tourism

Job Description

Position: Senior Guest Experience Manager

Company: Hilton Mauritius

Location: Beau Bassin, Mauritius

Experience: 5+ years in luxury hospitality guest services

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

Employment Type: Full-time

Industry: Hospitality & Tourism

Department: Guest Services

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

Vacancies:1

Company Overview

Hilton Mauritius is a premier luxury hotel brand that has been delivering world‑class hospitality experiences across the Indian Ocean for over two decades. As part of the global Hilton portfolio, the Beau Bassin property combines contemporary design with Mauritian cultural elegance, offering guests an unforgettable stay in the heart of the island. The hotel prides itself on a commitment to sustainability, community engagement, and exceptional service standards, making it a top employer for professionals seeking a dynamic career in the hospitality and tourism sector. With a strong focus on employee development and a vibrant workplace culture, Hilton Mauritius consistently ranks among the best places to work in the region, providing ample opportunities for career growth and international exposure. This reputation, combined with the island’s thriving tourism industry, creates a fertile environment for ambitious talent to thrive and contribute to the continued success of the brand.

Job Overview

The Senior Guest Experience Manager will lead the Guest Services team to ensure every guest interaction reflects Hilton’s renowned standards of excellence. Reporting directly to the General Manager, this role is responsible for designing and implementing guest experience strategies that enhance satisfaction, loyalty, and brand advocacy. The manager will collaborate closely with the Front Office, Housekeeping, Food & Beverage, and Sales & Marketing departments to create seamless, personalized experiences for both leisure and business travelers. This position plays a pivotal role in driving positive online reviews, repeat bookings, and overall revenue growth, aligning with Hilton’s global mission of “Travel with Purpose.” For more information about our career portal, visit https://mauritiusjobsearch.com. Additional regional opportunities can be explored at https://mozambiquejobsearch.com/ and https://senegaljobsearch.com/job-vacancy-senegal/.

Key Responsibilities

• Develop and execute guest experience initiatives that align with Hilton’s brand standards and local market expectations.
• Lead, mentor, and evaluate a team of Guest Services supervisors and front‑line staff, fostering a culture of continuous improvement.
• Monitor guest feedback across multiple channels, including surveys, social media, and direct interactions, and implement corrective actions promptly.
• Collaborate with cross‑functional departments to design personalized services for VIP guests, event attendees, and long‑stay clientele.
• Analyze key performance indicators such as Net Promoter Score (NPS), Guest Satisfaction Index, and occupancy trends to drive strategic decisions.
• Oversee the implementation of technology solutions, such as mobile check‑in/out and digital concierge services, to enhance convenience.
• Ensure compliance with health, safety, and service quality standards throughout all guest touchpoints.
• Prepare regular reports for senior leadership, highlighting successes, challenges, and opportunities for improvement.

Required Skills

• Exceptional interpersonal and communication skills, with fluency in English; French or Creole is an advantage.
• Strong leadership abilities and proven experience managing high‑performing hospitality teams.
• Analytical mindset with proficiency in data‑driven decision making and performance metrics.
• Deep understanding of luxury guest expectations and the ability to anticipate needs.
• Proficiency with property management systems (PMS) and guest experience platforms.
• Excellent problem‑solving skills and the capacity to remain calm under pressure.
• Commitment to delivering service excellence and fostering a guest‑centric culture.

Education

A bachelor’s degree in Hospitality Management, Business Administration, or a related discipline is required. Advanced certifications such as the Hilton Honors Leadership Program or a recognized hospitality diploma are highly desirable.

Experience

Minimum of five years in senior guest services or experience management roles within luxury hotels or resorts, with a proven track record of improving guest satisfaction scores and leading successful teams.

Salary

The compensation package ranges from SSP 800,000 to SSP 1,200,000 annually, commensurate with experience and qualifications. The package includes performance‑based bonuses, health benefits, and a comprehensive employee discount program.

Benefits

• Competitive salary with annual performance incentives.
• Comprehensive health and dental coverage.
• Generous paid time off and holiday schedule.
• Employee discount on hotel stays worldwide.
• Retirement savings plan with employer matching.
• Opportunities for international transfers within the Hilton network.

Training

• Hilton Honors Leadership Development Program for continuous skill enhancement.
• On‑the‑job coaching and mentorship from senior executives.
• Access to Hilton’s global e‑learning platform covering hospitality trends, technology, and service excellence.

Working Environment

The role is based in the vibrant Beau Bassin hotel, offering a modern, collaborative workspace with state‑of‑the‑art facilities. Employees enjoy a multicultural environment, regular team‑building activities, and a supportive management style that encourages innovation and personal growth.

Application Process

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

Equal Opportunity Statement

Hilton Mauritius is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, sexual orientation, or any other protected characteristic.