Guest Experience Manager Job Vacancy in Chililabombwe, Zambia – Hospitality & Tourism

Job Description

Position: Guest Experience Manager

Company: Hilton Hotels & Resorts

Location: Chililabombwe, Zambia

Experience: 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 150,000 – 250,000 per month

Vacancies:1

Company Overview

Hilton Hotels & Resorts is a world‑renowned hospitality brand with a legacy of delivering exceptional guest experiences across more than 100 countries. In Zambia, Hilton operates luxury and upscale properties that blend local culture with international standards of service. The Chililabombwe location is strategically positioned near the Copperbelt mining region, serving business travelers, tourists exploring the Zambezi River, and local events. As part of Hilton’s commitment to excellence, the company invests heavily in employee development, sustainability initiatives, and community engagement, making it a premier employer for those seeking a dynamic career in the hospitality sector.

Job Overview

The Guest Experience Manager will lead the Guest Services team to ensure every visitor enjoys a memorable stay that reflects Hilton’s brand promise. This role involves overseeing front‑desk operations, concierge services, and guest relations while collaborating with housekeeping, food & beverage, and sales teams. The manager will implement service standards, handle escalated guest issues, and drive initiatives that enhance satisfaction scores. For more information about Hilton’s career opportunities, visit https://zambiajobssearch.com/. This position offers a unique chance to shape the guest experience in a vibrant Zambian city and contribute to the growth of the hospitality industry.

Key Responsibilities

• Lead, coach, and motivate a team of front‑desk agents, concierge staff, and guest relations specialists.
• Develop and enforce service standards that align with Hilton’s global brand guidelines.
• Monitor guest feedback, resolve escalated complaints, and implement corrective actions promptly.
• Collaborate with housekeeping, F&B, and sales departments to ensure seamless operations and cross‑functional communication.
• Analyze occupancy trends and guest satisfaction metrics to identify improvement opportunities.
• Prepare daily, weekly, and monthly reports on guest experience performance for senior management.
• Manage scheduling, staffing levels, and payroll for the Guest Services department.
• Drive loyalty program enrollment and promote Hilton Honors benefits to guests.
• Ensure compliance with health, safety, and security protocols in all guest‑facing areas.
• Participate in community outreach programs and local tourism initiatives to enhance the property’s reputation.

Required Skills

• Exceptional interpersonal and communication skills with a guest‑centric mindset.
• Strong leadership abilities and experience managing diverse teams.
• Proficiency in property management systems (PMS) and hospitality software.
• Analytical thinking to interpret data and drive service improvements.
• Ability to handle high‑pressure situations and resolve conflicts diplomatically.
• Knowledge of local culture, attractions, and business environment.
• Fluency in English; additional languages such as Bemba or Nyanja are advantageous.
• Commitment to Hilton’s standards of cleanliness, safety, and sustainability.

Education

• Bachelor’s degree in Hospitality Management, Business Administration, or a related discipline.
• Relevant certifications (e.g., Certified Hospitality Supervisor) are a plus.

Experience

• Minimum of five years in hospitality operations, with at least two years in a supervisory or managerial role.
• Proven track record of improving guest satisfaction scores and operational efficiency.

Salary

The competitive salary range of SSP 150,000 to 250,000 per month reflects the level of responsibility and expertise required for this role. Performance‑based bonuses and incentives are also part of the compensation package, rewarding managers who exceed service targets and contribute to revenue growth.

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 and dining at Hilton properties.
• Opportunities for international transfers within the Hilton network.
• Access to Hilton’s Learning & Development platform for continuous skill enhancement.

Training

• Onboarding program that includes brand immersion, service standards, and system training.
• Leadership development workshops focused on coaching, performance management, and strategic planning.
• Regular cross‑departmental training sessions to foster collaboration and operational knowledge.

Working Environment

The Chililabombwe Hilton property offers a modern, upscale environment with state‑of‑the‑art facilities, vibrant common areas, and a supportive corporate culture. Employees work in a multicultural team that values diversity, innovation, and continuous improvement. The role requires flexibility to work evenings, weekends, and holidays as guest demand fluctuates, ensuring the property maintains its reputation for excellence year‑round.

Application Process

Interested candidates should submit an online application through the Hilton Careers portal, attaching an updated resume and a cover letter outlining relevant experience and motivation for joining Hilton in Chililabombwe. 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

Hilton Hotels & Resorts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued, respected, and given the chance to thrive regardless of race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.