Guest Experience Manager Job Vacancy in Chimoio, Mozambique – Hospitality

Job Description

Position:Guest Experience Manager

Company:Hilton Hotels & Resorts

Location:Chimoio, Mozambique

Experience:5+ years in hospitality management

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

Employment Type:Full-time

Industry:Hospitality

Department:Guest Services

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

Vacancies:1

Company Overview

Hilton Hotels & Resorts is a globally recognized leader in the hospitality industry, operating more than 600 properties across six continents. With a commitment to delivering exceptional guest experiences, Hilton brings its renowned brand standards and innovative service models to every market it serves, including emerging destinations in Africa. The company’s presence in Mozambique reflects its strategic focus on expanding high‑quality accommodation options that support tourism growth, local employment, and community development. As part of Hilton’s expansion strategy, the Chimoio property will serve business travelers, tourists, and local events, positioning the hotel as a premier venue for conferences, cultural gatherings, and leisure stays. This role offers a unique opportunity to shape the guest experience in a vibrant city known for its rich cultural heritage and growing economic activity, while contributing to Hilton’s global reputation for excellence.

Job Overview

The Guest Experience Manager will lead the Guest Services team in delivering world‑class service that aligns with Hilton’s brand promise of “Travel with Purpose.” Reporting directly to the General Manager, you will be responsible for overseeing front‑desk operations, concierge services, and guest relations initiatives. Your strategic vision will drive service excellence, increase guest satisfaction scores, and enhance loyalty program enrollment. This position plays a critical role in ensuring that every interaction reflects Hilton’s standards of hospitality, safety, and personalized care. By integrating local cultural elements into the guest journey, you will help differentiate the Chimoio property in a competitive market. For more information, visit Mozambique Job Search. This role is a cornerstone of Hilton’s commitment to creating memorable experiences for both international visitors and domestic travelers, reinforcing the hotel’s position as a top employer and a catalyst for tourism development in Mozambique.

Key Responsibilities

• Lead, coach, and develop a high‑performing Guest Services team of front‑desk agents, concierge staff, and bell attendants.
• Monitor and improve guest satisfaction metrics, including Net Promoter Score (NPS) and online reviews.
• Design and implement personalized guest experiences that incorporate local culture, cuisine, and attractions.
• Collaborate with Housekeeping, Food & Beverage, and Sales teams to ensure seamless service delivery.
• Manage daily operations of the front desk, including check‑in/check‑out procedures, reservations, and billing.
• Handle escalated guest complaints with professionalism, ensuring swift resolution and follow‑up.
• Develop and maintain relationships with local tourism partners, travel agencies, and community organizations.
• Oversee training programs for new hires and ongoing skill development for existing staff.
• Prepare regular reports on occupancy trends, guest feedback, and service performance for senior management.
• Ensure compliance with health, safety, and security standards in all guest‑facing areas.

Required Skills

• Exceptional interpersonal and communication abilities, with fluency in English and Portuguese.
• Strong leadership and team‑building skills, capable of motivating diverse staff.
• Proven track record of improving guest satisfaction and loyalty metrics.
• Analytical mindset with the ability to interpret data and implement actionable improvements.
• In‑depth knowledge of hospitality software systems (e.g., OPERA, OnQ).
• Ability to work flexible hours, including evenings, weekends, and holidays.
• High level of cultural sensitivity and awareness of local customs.
• Excellent problem‑solving skills and ability to remain calm under pressure.

Education

A Bachelor’s degree in Hospitality Management, Business Administration, or a related field is required. Additional certifications such as Certified Hospitality Supervisor (CHS) or Hilton’s own leadership development programs are advantageous.

Experience

Minimum of five years of progressive experience in hotel operations, with at least two years in a supervisory or managerial role overseeing guest services. Experience in a multinational hotel brand is preferred, as is prior exposure to the Mozambican market or similar emerging tourism destinations.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are available, reflecting Hilton’s commitment to rewarding excellence.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer matching contributions.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Employee discount on hotel stays worldwide.
• Opportunities for international career mobility within the Hilton network.
• Access to Hilton’s professional development resources and leadership academies.

Training

• On‑boarding program that includes brand immersion, service standards, and operational systems.
• Continuous learning modules covering advanced guest experience strategies, cultural competency, and digital hospitality tools.
• Leadership workshops and mentorship programs to prepare for senior management roles.

Working Environment

The Chimoio hotel offers a dynamic, multicultural workplace where teamwork and innovation are celebrated. Employees benefit from modern facilities, state‑of‑the‑art technology, and a supportive management team dedicated to professional growth. The hotel’s location provides easy access to the city’s commercial district, cultural sites, and transportation hubs, making it an attractive workplace for local talent and expatriates alike.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application portal on the Hilton 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 at the Chimoio property.

Equal Opportunity Statement

Hilton Hotels & Resorts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. All qualified applicants will receive consideration for employment without regard to any protected characteristic.