Guest Experience Manager Job Vacancy in Walvis Bay, Namibia – Hospitality & Tourism

Job Description

Position: Guest Experience Manager

Company: Hilton Hotels & Resorts

Location: Walvis Bay, Namibia

Experience: Minimum 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 250,000 – SSP 350,000 per month

Vacancies:1

Company Overview

Hilton Hotels & Resorts is a globally recognized hospitality brand with a strong commitment to delivering exceptional guest experiences. In Namibia, Hilton operates the iconic Hilton Walvis Bay, a beachfront resort that blends luxury with the vibrant culture of the Atlantic coast. As a leading employer, Hilton contributes significantly to Namibia Jobs and supports local talent through comprehensive training programs and community initiatives. The resort’s dedication to sustainability, service excellence, and employee growth makes it an attractive destination for professionals seeking rewarding careers in the hospitality sector.

Job Overview

The Guest Experience Manager will lead the Guest Services team to ensure every visitor enjoys a seamless, memorable stay. This role is pivotal in shaping the resort’s reputation for outstanding service, directly influencing guest satisfaction scores and online reviews. The manager will collaborate with multiple departments, implement service standards, and drive continuous improvement initiatives. Candidates will find a dynamic environment that offers career advancement, exposure to international best practices, and the chance to be part of a brand known for hiring in Namibia.

For more information about Hilton’s presence in Namibia, visit https://namibiajobsearch.com/.

Key Responsibilities

• Lead, mentor, and schedule the Guest Services team to deliver personalized service to all guests.
• Develop and enforce service standards, SOPs, and quality control measures aligned with Hilton’s global brand.
• Handle escalated guest complaints, ensuring swift resolution and positive outcomes.
• Collaborate with Housekeeping, Food & Beverage, and Front Office to coordinate seamless guest experiences.
• Analyze guest feedback and occupancy trends to identify improvement opportunities.
• Prepare regular performance reports for senior management, highlighting key metrics and recommendations.
• Drive revenue‑enhancing initiatives such as upselling packages, loyalty programs, and special events.

Required Skills

• Strong leadership and team‑building abilities with a focus on coaching.
• Excellent communication and interpersonal skills, fluent in English; knowledge of Afrikaans or local languages is a plus.
• Proficiency in hospitality management software (e.g., Opera, OnQ) and Microsoft Office Suite.
• Analytical mindset with the ability to interpret guest data and operational KPIs.
• Problem‑solving orientation and capacity to remain calm under pressure.
• Commitment to delivering high‑quality service that aligns with Hilton’s brand standards.

Education

A Bachelor’s degree in Hospitality Management, Business Administration, or a related discipline is required. Relevant certifications such as Certified Hotel Administrator (CHA) or Hilton’s Leadership Development programs are advantageous and demonstrate a commitment to professional growth.

Experience

Applicants must possess a minimum of five years’ experience in a supervisory or managerial role within a hotel, resort, or similar hospitality environment. Prior experience in a luxury or upscale property is preferred, as is a proven track record of improving guest satisfaction scores and operational efficiency.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 per month, commensurate with experience and qualifications. In addition to the base salary, the role includes performance‑based bonuses, health insurance, and a retirement savings plan.

Benefits

• Comprehensive health and dental coverage.
• Retirement savings scheme with employer contribution.
• Employee discount on hotel stays and dining.
• Paid annual leave and public holidays.
• Transportation allowance for commuting to Walvis Bay.
• Opportunities for international exchange programs within the Hilton network.

Training

• Hilton Leadership Development Program – a structured pathway for future senior leaders.
• On‑the‑job coaching and mentorship from senior executives.
• Access to Hilton University online courses covering service excellence, revenue management, and digital tools.
• Regular workshops on cultural awareness, sustainability practices, and guest safety.

Working Environment

The role is based at the Hilton Walvis Bay resort, a modern facility featuring ocean‑front rooms, conference spaces, and recreational amenities. Employees work in a collaborative, multicultural setting that values diversity, innovation, and work‑life balance. The resort’s location offers a vibrant coastal lifestyle, with opportunities for outdoor activities 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 Hilton Careers website. 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 Walvis Bay property.

Equal Opportunity Statement

Hilton Hotels & Resorts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. This commitment aligns with our broader goal of fostering Employment in Namibia and supporting Career Opportunities in Namibia for all talent.