Guest Experience Manager at Grand Legacy Hotel: (Deadline 22 June 2025)

Guest Experience Manager at Grand Legacy Hotel: (Deadline 22 June 2025)

African Union Avenue-Remera P.O. Box: 6555, Kigali Rwanda

E-mail: info@grandlegacy.rw Website: www.grandlegacy.rw

Tel: 280-408-080 | Cell: (+250)788-303-483)

VACANCY ANNOUNCEMENT

Grand Legacy Hotel invites applications for the following positions:

I. GUESTS EXPERIENCE MANAGER

The Guest experience is responsible for ensuring guest satisfaction from arrival to departure by providing exceptional service, handling guest inquiries and complaints, and coordinating with various departments to deliver a seamless guest experience and staff training.

RESPONSABILITIES

• Serve as primary liaison for guests from arrival to departure, ensuring smooth check-ins/check-outs and creating warm, welcoming experiences
• Greet and interact with guests in a professional, warm manner
• Check-in and Check -out Assistance
• Providing and promoting information about hotel services and local attractions
• Anticipating guest ‘needs
• Escorting Guests
• Supervise frontline staff to ensure top-tier service
• Proactively receive and handle all guests and company complaints, responding promptly, investigating root causes, and delivering compliant yet empathetic solutions.
• Oversee the resolution of escalated issues, de‑escalate tense situations, and ensure satisfaction through on-the-spot problem-solving.
• Coordinate between departments to ensure guest needs and complaints are addressed efficiently.
• Monitor guest feedback channels (in-person, online reviews, comment cards), analyzing trends and collaborating on improvements
• Maintaining accurate records
• Manage VIP guests and personalized experiences
• Generate guest satisfaction reports and improvement plans
• Act as Duty Manager during off-hours (evenings, weekends), with authority over operational decisions until senior leadership is available.

REQUIREMENTS

• Bachelor’s degree in Hospitality Management, Business Administration, or related field.
• 3–5 years in guest relations, front office, or duty management roles ideally in upscale hotels.
• Proven track record in handling complaints, de-escalating, and resolving guest/company issues diplomatically.
• Outstanding interpersonal & communication skills; professional.
• Strong leadership and supervisory skills, with the ability to manage, mentor, and motivate front-line staff
• Excellent problem-solving and decision-making skills confident in taking initiative under pressure
• Detail-oriented, organized, and able to manage multiple tasks during busy service periods.
• Fluent in English; proficiency in French or Kinyarwanda is a strong advantage.
• Strong customer focus and cultural sensitivity.
• Flexible schedule, including evenings, weekends, and holidays, with responsibility as the hotel’s operational on-site manager during duty hours.

CONFIDENTIALITY

• While working for the Company, you will have access to a wide variety of confidential information concerning the Company, its guests, and employees.
• It is vital that all such information remains confidential and must not be disclosed to anyone outside

The Company, guests and employees, unless otherwise stated

APPLICATION PROCESS

Please forward your completed Resume/CV by email as an attachment to following address

e-mail:

info@grandlegacy.rw

humanresource@grandlegacy.rw

• Application deadline: June 22,2025
• IF NO NOTIFICATION NOTE THAT YOU HAVE NOT BEEN SELECTED

Christian NDAGIJIMANA

MD

Grand Legacy Hotel