Guest Experience Manager Job Vacancy in Gondar, Ethiopia – Hospitality

Job Description

Position: Guest Experience Manager

Company: Ethiopian Hotels Group

Location: Gondar, Ethiopia

Experience: Minimum 5 years in hotel guest services or related hospitality management

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

Employment Type: Full-time

Industry: Hospitality

Department: Guest Services

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

Vacancies:1

Company Overview

Ethiopian Hotels Group (EHG) is a leading hospitality organization in Ethiopia, operating a portfolio of luxury, boutique, and business hotels across the country. With a commitment to delivering world‑class service, EHG blends Ethiopian cultural heritage with international standards, creating memorable experiences for both domestic and international travelers. The group’s properties are strategically located in major cities and tourist destinations, contributing significantly to Ethiopia’s tourism growth and employment landscape. As part of its expansion strategy, EHG is investing in the historic city of Gondar, known for its UNESCO World Heritage sites, to develop a flagship hotel that will serve as a gateway for cultural tourism and business travel. This growth creates exciting career opportunities for professionals seeking to advance in the hospitality sector, making it a prime destination for Ethiopia Jobs and Jobs in Ethiopia seekers.

Job Overview

The Guest Experience Manager will lead the Guest Services department at the new Gondar hotel, ensuring that every guest receives personalized, high‑quality service from arrival to departure. Reporting directly to the General Manager, you will design and implement service standards, oversee front‑desk operations, and collaborate with housekeeping, food & beverage, and sales teams to create seamless experiences. This role is pivotal in building the hotel’s reputation, driving repeat business, and achieving high satisfaction scores. For more information about Ethiopian Hotels Group and its vision, visit https://ethiopiajobssearch.com/. The position offers a unique platform to shape hospitality excellence in a culturally rich environment, aligning with Career Opportunities in Ethiopia and Employment in Ethiopia trends.

Key Responsibilities

• Develop, implement, and continuously improve guest service standards and SOPs.
• Lead, coach, and evaluate front‑desk and concierge teams to ensure exceptional service delivery.
• Monitor guest feedback through surveys, online reviews, and direct interactions, taking corrective actions as needed.
• Coordinate with housekeeping, F&B, and sales departments to ensure smooth guest journeys.
• Manage guest complaint resolution, turning challenges into positive experiences.
• Prepare regular reports on occupancy, guest satisfaction metrics, and revenue impact.
• Collaborate with marketing to design loyalty programs and special guest initiatives.
• Ensure compliance with health, safety, and brand standards.

Required Skills

• Strong leadership and team‑building abilities.
• Excellent communication and interpersonal skills.
• Proficiency in hotel management software (e.g., Opera, Fidelio).
• Analytical mindset for interpreting guest data and trends.
• Problem‑solving orientation with a guest‑centric focus.
• Ability to work in a multicultural environment and adapt to local customs.

Education

A bachelor’s degree in Hospitality Management, Business Administration, Tourism, or a related field is required. Professional certifications such as Certified Hotel Administrator (CHA) or similar are advantageous.

Experience

At least five years of progressive experience in hotel guest services, front‑office management, or a comparable hospitality role, with a minimum of two years in a supervisory or managerial capacity.

Salary

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

Benefits

• Comprehensive health insurance for employee and dependents.
• Paid annual leave and public holidays.
• Employee discount on hotel stays and dining.
• Retirement savings plan.
• Transportation allowance for commuting.

Training

• On‑boarding program covering brand standards and local cultural awareness.
• Continuous professional development workshops in leadership, service excellence, and technology.
• Access to international hospitality conferences and certification courses.

Working Environment

The role is based in a newly constructed, state‑of‑the‑art hotel in Gondar, offering a vibrant, collaborative atmosphere. You will work with a diverse team of local and expatriate professionals, fostering a culture of innovation and hospitality excellence.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining relevant experience through the online portal on the Ethiopian Hotels Group career page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for interviews.

Equal Opportunity Statement

Ethiopian Hotels Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, or background.