Guest Experience Manager Job Vacancy in Xai-Xai, Mozambique – Hospitality

Job Description

Position: Guest Experience Manager

Company: Riu Hotels & Resorts

Location: Xai-Xai, Mozambique

Experience: 5+ years in guest services or hospitality management

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

Employment Type: Full-time

Industry: Hospitality

Department: Guest Services

Salary: 120,000 – 180,000 SSP per month

Vacancies:1

Company Overview

Riu Hotels & Resorts is a globally recognized hospitality brand with a strong presence across Europe, the Caribbean, and Africa. The company is renowned for delivering exceptional guest experiences, innovative service concepts, and sustainable tourism practices. In Mozambique, Riu operates the prestigious Riu Palace Xai-Xai, a beachfront resort that blends modern luxury with local cultural elements. As part of its commitment to excellence, Riu continuously invests in talent development, community engagement, and environmental stewardship, making it a top employer for those seeking rewarding careers in the hospitality sector. This role offers a unique opportunity to be part of a dynamic team that sets the benchmark for hospitality standards in Mozambique, contributing to the growth of tourism and the local economy.

Job Overview

The Guest Experience Manager will lead the Guest Services department, ensuring that every guest enjoys a seamless, memorable stay from check‑in to check‑out. This position is pivotal in shaping the resort’s reputation for outstanding service, driving guest satisfaction scores, and fostering loyalty among international and domestic travelers. The role involves strategic planning, staff mentorship, and close collaboration with other departments such as Food & Beverage, Housekeeping, and Sales & Marketing. By implementing best practices and innovative service initiatives, the Guest Experience Manager will directly influence the resort’s competitive edge in the market. For more information, visit Mozambique Job Search. This position is a key component of the broader hiring strategy that supports Mozambique Jobs, Jobs in Mozambique, and Career Opportunities in Mozambique.

Key Responsibilities

• Develop and execute guest service standards that align with Riu’s global brand promise.
• Lead, coach, and evaluate a team of front‑desk agents, concierge staff, and night‑audit personnel.
• Monitor guest feedback through surveys, online reviews, and direct interactions, implementing corrective actions as needed.
• Collaborate with Housekeeping and Maintenance to ensure rooms are prepared to the highest quality standards.
• Design and oversee special guest programs, VIP services, and personalized experiences that enhance satisfaction.
• Prepare regular performance reports for senior management, highlighting key metrics such as occupancy rates, average daily rate (ADR), and Net Promoter Score (NPS).
• Manage budgetary responsibilities for the Guest Services department, controlling costs while maintaining service excellence.
• Ensure compliance with health, safety, and security regulations, safeguarding both guests and staff.

Required Skills

• Strong leadership and team‑building abilities with a focus on coaching and development.
• Excellent communication and interpersonal skills, fluent in English; Portuguese proficiency is essential.
• Proven problem‑solving capabilities and the ability to handle high‑pressure situations with professionalism.
• Deep understanding of hospitality software systems (e.g., Opera, Fidelio) and data‑driven decision making.
• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strategic thinking and ability to implement service innovations that drive revenue growth.

Education

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

Experience

Applicants must have a minimum of five years of progressive experience in guest services, front‑office operations, or hospitality management, preferably within a resort or upscale hotel environment. Experience managing multicultural teams and handling international clientele is highly valued.

Salary

The compensation package ranges from 120,000 to 180,000 SSP per month, commensurate with experience and qualifications. The package includes performance‑based incentives, health insurance, and other benefits aligned with Riu’s global standards.

Benefits

• Comprehensive health and dental coverage.
• Retirement savings plan with employer contributions.
• Paid annual leave and public holidays.
• Employee discount on resort services and partner establishments.
• Opportunities for international career mobility within the Riu network.

Training

• Onboarding program covering brand standards, operational procedures, and cultural immersion.
• Continuous professional development workshops on leadership, service excellence, and technology tools.
• Access to Riu Academy’s online learning platform for certifications and skill enhancement.

Working Environment

The role is based at the Riu Palace Xai‑Xai resort, a vibrant beachfront property that offers a collaborative, multicultural workplace. Employees enjoy a supportive atmosphere that encourages innovation, teamwork, and a strong commitment to sustainability and community engagement.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the company’s career page. 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 resort.

Equal Opportunity Statement

Riu Hotels & Resorts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, religion, disability, or sexual orientation. Our hiring practices support Employment in Mozambique and promote fair and unbiased selection for all candidates.