Guest Experience Manager Job Vacancy in Nkhata Bay, Malawi – Hospitality

Manager
Nkhata Bay
July 13, 2026
Full Time
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Job Description

Position:Guest Experience Manager

Company:African Sun Limited

Location:Nkhata Bay, Malawi

Experience:3-5 years in hospitality guest services

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

Employment Type:Full-time

Industry:Hospitality

Department:Guest Services

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

Vacancies:1

Company Overview

African Sun Limited is a leading hospitality and entertainment group in Malawi, operating a portfolio of premium hotels, resorts, and conference facilities across the country. With a reputation for delivering exceptional guest experiences, the company combines local cultural richness with international service standards. African Sun’s commitment to sustainable tourism, community engagement, and employee development makes it a top employer for professionals seeking rewarding careers in the hospitality sector. As part of its expansion strategy, African Sun is investing in the picturesque lakeside town of Nkhata Bay, aiming to become a premier destination for both leisure and business travelers. The organization values innovation, teamwork, and a guest‑centric mindset, offering a dynamic environment where talent can thrive and contribute to the growth of Malawi’s tourism industry.

Job Overview

The Guest Experience Manager will lead the guest services team at African Sun’s new lakeside resort in Nkhata Bay, ensuring that every visitor receives personalized, high‑quality service from check‑in to check‑out. This role involves overseeing front‑desk operations, managing guest feedback, coordinating with housekeeping and food & beverage departments, and implementing service excellence initiatives. The successful candidate will act as the primary ambassador of the brand, fostering a culture of hospitality that aligns with African Sun’s standards. For more information on similar opportunities, visit https://malawijobsearch.com.

Key Responsibilities

  • Supervise and mentor front‑desk staff, ensuring adherence to service protocols and performance targets.
  • Handle guest inquiries, complaints, and special requests promptly and professionally.
  • Collaborate with housekeeping, F&B, and maintenance teams to guarantee seamless guest experiences.
  • Develop and implement guest satisfaction surveys and analyze results to drive continuous improvement.
  • Maintain accurate records of occupancy, revenue, and guest feedback for reporting to senior management.
  • Design and deliver training programs focused on service excellence and cultural sensitivity.
  • Ensure compliance with health, safety, and security standards throughout the guest areas.

Required Skills

  • Strong leadership and team‑building abilities with a focus on coaching.
  • Excellent communication and interpersonal skills, fluent in English and preferably Chichewa.
  • Proficiency in property management systems (PMS) and Microsoft Office Suite.
  • Problem‑solving mindset with the ability to remain calm under pressure.
  • Attention to detail and a passion for delivering memorable guest experiences.

Education

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

Experience

Applicants must have 3‑5 years of progressive experience in hotel front‑office operations, guest relations, or a comparable hospitality role. Prior experience in a managerial capacity within a resort or upscale hotel environment is highly preferred.

Salary

The compensation package ranges from SSP 1,200,000 to SSP 1,800,000 annually, commensurate with experience and qualifications. The package includes performance‑based incentives and benefits outlined below.

Benefits

  • Comprehensive health insurance covering medical, dental, and vision.
  • Paid annual leave and statutory holidays.
  • Retirement savings plan with employer contributions.
  • Employee discount on hotel stays, dining, and spa services.
  • Opportunities for career advancement within African Sun’s regional network.

Training

  • On‑boarding program covering brand standards, systems, and service protocols.
  • Continuous professional development workshops on leadership, customer service, and cultural awareness.
  • Access to industry conferences and certification courses.

For additional career resources, explore https://www.kenyajobsearch.com/.

Working Environment

The role is based in a vibrant lakeside resort setting, offering a collaborative atmosphere with modern facilities, supportive management, and a focus on work‑life balance. Employees enjoy a multicultural team, regular team‑building activities, and exposure to international guests.

Application Process

Interested candidates should submit an online application through African Sun’s career portal, attaching a current CV and a cover letter outlining relevant experience and motivation. Shortlisted applicants will be invited for a virtual interview followed by an on‑site assessment at the Nkhata Bay property.

Equal Opportunity Statement

African Sun Limited is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, or background. All qualified applicants will receive consideration for employment.

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