Guest Experience Manager Job Vacancy in Salima, Malawi – Hospitality & Tourism

Manager
Salima
October 19, 2026
Full Time
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Job Description

Position:Guest Experience Manager

Company:Sunbird Hotels

Location:Salima, Malawi

Experience:3-5 years in hospitality management

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

Sunbird Hotels is a leading hospitality brand in Malawi, renowned for delivering exceptional guest experiences across its portfolio of resorts, lodges, and boutique hotels. With a strong commitment to sustainable tourism and community development, Sunbird Hotels has been a catalyst for economic growth in regions such as Salima, where the iconic Lake Malawi shoreline offers a unique backdrop for leisure and business travelers. As part of its expansion strategy, Sunbird Hotels continues to invest in talent, innovation, and service excellence, making it a top employer for those seeking rewarding careers in the hospitality sector. This role contributes directly to Sunbird’s mission of providing world‑class hospitality while promoting Malawi Jobs and supporting local employment.

Job Overview

The Guest Experience Manager will lead the Guest Services team at Sunbird Hotels’ flagship property in Salima, ensuring every guest enjoys a memorable stay from check‑in to check‑out. Reporting to the General Manager, you will design and implement service standards, oversee daily operations, and collaborate with other departments to create seamless experiences that align with the brand’s reputation. This position plays a pivotal role in driving guest satisfaction scores, online reviews, and repeat business, thereby strengthening Sunbird’s position in the competitive Hospitality & Tourism market. The role also supports broader career opportunities in Malawi, aligning with the country’s growing demand for skilled hospitality professionals.

Key Responsibilities

  • Develop and enforce guest service protocols that exceed industry benchmarks.
  • Lead, coach, and schedule the Guest Services team to deliver personalized service.
  • Monitor guest feedback through surveys, online platforms, and direct interactions, implementing corrective actions promptly.
  • Coordinate with Housekeeping, Food & Beverage, and Sales teams to ensure smooth operations and guest satisfaction.
  • Manage front‑desk operations, including reservations, check‑in/check‑out procedures, and billing accuracy.
  • Prepare regular performance reports for senior management, highlighting trends and improvement opportunities.
  • Implement upselling and cross‑selling initiatives to enhance revenue while maintaining service quality.
  • Ensure compliance with health, safety, and regulatory standards specific to the hospitality industry in Malawi.

Required Skills

  • Strong leadership and team‑building abilities.
  • Excellent communication and interpersonal skills, with a focus on cultural sensitivity.
  • Proficiency in property management systems (PMS) and reservation software.
  • Analytical mindset for interpreting guest data and driving improvements.
  • Problem‑solving aptitude to handle guest complaints efficiently.
  • Ability to work flexible hours, including weekends and holidays.

Education

A Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related discipline is required. Relevant certifications such as Certified Hotel Administrator (CHA) or equivalent are advantageous.

Experience

Applicants must have a minimum of three to five years of progressive experience in guest services or front‑office management within a hotel, resort, or similar hospitality environment. Experience in a leadership role overseeing a team of at least ten staff members is essential.

Salary

The compensation package ranges from SSP 800,000 to SSP 1,200,000 annually, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total rewards structure.

Benefits

  • Comprehensive health insurance coverage.
  • Paid annual leave and statutory holidays.
  • Employee discount on accommodation and dining across Sunbird properties.
  • Retirement savings plan.
  • Opportunities for career advancement within the Sunbird Hotels network.

Training

  • On‑boarding program covering Sunbird’s service standards and brand culture.
  • Continuous professional development workshops on leadership, customer service excellence, and hospitality technology.
  • Access to industry conferences and certification courses.

Working Environment

The role is based at Sunbird Hotels’ lakeside resort in Salima, offering a vibrant, guest‑focused atmosphere with modern facilities. Employees enjoy a collaborative culture that values innovation, sustainability, and community engagement, contributing to a rewarding work experience in one of Malawi’s most scenic locations.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their suitability for the role through our online portal. Applications will be reviewed on a rolling basis. For more information about Sunbird Hotels and to apply, please visit https://malawijobsearch.com/. Only shortlisted applicants will be contacted for an interview.

Equal Opportunity Statement

Sunbird Hotels 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 disability. All qualified applicants will receive consideration for employment in accordance with Malawi’s employment laws.

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