Guest Experience Manager Job Vacancy in Malindi, Kenya – Hospitality

Job Description

Position: Guest Experience Manager

Company: Serena Hotels

Location: Malindi, Kenya

Experience: 3-5 years in hospitality guest services or related roles

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

Employment Type: Full-time

Industry: Hospitality

Department: Guest Services

Salary: SSP 150,000 – 250,000 per month

Vacancies:1

Company Overview

Serena Hotels is a leading luxury hospitality brand with a distinguished presence across East Africa, renowned for delivering world‑class service, sustainable tourism practices, and unforgettable guest experiences. With a portfolio that includes iconic properties in Nairobi, Mombasa, and the coastal paradise of Malindi, Serena Hotels combines African hospitality traditions with modern elegance. As part of its commitment to excellence, Serena Hotels continuously invests in talent development, community engagement, and innovative guest‑centric solutions, making it a top employer for ambitious hospitality professionals seeking rewarding career pathways in Kenya.

Job Overview

The Guest Experience Manager will spearhead the design, implementation, and continuous improvement of guest service standards at Serena Hotels’ Malindi resort. Reporting to the General Manager, you will lead a dynamic team of front‑office and concierge staff, ensuring every guest interaction reflects the brand’s promise of personalized luxury. This role is pivotal in enhancing guest satisfaction scores, driving repeat business, and supporting Serena Hotels’ reputation as a premier destination for both leisure and business travelers. For more information, visit Kenya Job Search.

Key Responsibilities

• Develop, monitor, and refine service SOPs to exceed guest expectations and align with Serena Hotels’ brand standards.
• Lead, coach, and evaluate a team of 25+ front‑office, concierge, and guest relations staff, fostering a culture of proactive service.
• Analyze guest feedback, online reviews, and satisfaction surveys to identify trends and implement corrective actions.
• Collaborate with Housekeeping, Food & Beverage, and Sales teams to ensure seamless cross‑departmental guest experiences.
• Manage special guest requests, VIP itineraries, and event coordination with meticulous attention to detail.
• Prepare regular performance reports for senior management, highlighting key metrics such as occupancy, ADR, and Net Promoter Score.
• Oversee the implementation of digital guest engagement tools, including mobile check‑in/out and personalized communication platforms.
• Ensure compliance with health, safety, and hospitality regulations, maintaining a safe environment for guests and staff.

Required Skills

• Exceptional interpersonal and communication abilities, with fluency in English and Swahili.
• Strong leadership and team‑building skills, capable of motivating diverse staff.
• Proficiency in property management systems (PMS) and guest relationship management (GRM) software.
• Analytical mindset for interpreting guest data and driving service improvements.
• Problem‑solving aptitude, especially under high‑pressure situations.
• Attention to detail and a passion for delivering luxury experiences.

Education

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

Experience

Applicants must possess a minimum of three to five years of progressive experience in guest services, front‑office operations, or concierge management within upscale hotels or resorts. Prior experience in a managerial capacity is essential.

Salary

The compensation package ranges from SSP 150,000 to 250,000 per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total rewards structure.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Paid annual leave, sick leave, and public holidays.
• Employee discount on hotel stays, dining, and spa services across all Serena properties.
• Professional development allowance for certifications and industry conferences.

Training

• On‑boarding program covering Serena’s brand standards, service excellence, and operational systems.
• Leadership development workshops focused on coaching, performance management, and conflict resolution.
• Continuous training modules on emerging hospitality technologies and sustainable tourism practices.

Working Environment

The role is based at Serena Hotels’ beachfront resort in Malindi, offering a vibrant, multicultural workplace with stunning ocean views. Employees enjoy a collaborative atmosphere, modern facilities, and opportunities to interact with an international clientele, enhancing professional growth and cultural awareness.

Application Process

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

Equal Opportunity Statement

Serena Hotels is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, irrespective of gender, race, religion, disability, or sexual orientation. Our hiring practices reflect our dedication to fairness and merit‑based selection, ensuring every applicant receives equal consideration.