Guest Experience Manager
Guest Experience Manager
Rwanda Ultimate Golf Course is a private company created to position Rwanda as the best golfing destination in Africa and one of the greatest in the world. The first project of Rwanda Ultimate Golf Course, in order to reach this goal, is the Kigali Golf Resort & Villas.
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Rwanda Ultimate Golf Course Ltd
Job Description
Title:Guest Experience Manager
Reports to: Commercial Director
Job Purpose;
Rwanda Ultimate Golf Course is a private company created to position Rwanda as the best golfing destination in Africa and one of the greatest in the world. The first project of Rwanda Ultimate Golf Course, in order to reach this goal, is the Kigali Golf Resort & Villas. The golf course is a real estate masterpiece designed by the worldwide famous Gary Player. The facility will also include a five-star Clubhouse and other amenities.
The Guest Experience Manager ensures that every guest receives a warm, personalized, and memorable experience from arrival to departure. This role oversees guest interaction touchpoints across the resort, ensuring consistency in service delivery, responsiveness, and comfort. The Guest Experience Manager acts as the central point for guest feedback and ensures that service standards are upheld across departments to maintain a luxury and welcoming atmosphere.
Guest Experience Manager Tasks and Responsibilities - include but are not limited to:
- Ensure that service interactions are consistent with hospitality standards and brand values.
- Conduct regular quality checks on hospitality areas including reception, lounges, locker rooms, and member facilities.
- Coordinate with Housekeeping, F&B, Golf Operations, and Events teams to ensure seamless guest service delivery.
- Review daily operational reports and anticipate guest needs in advance.
- Support the training of staff in guest service standards, communication, and hospitality conduct.
- Conduct pre-shift briefings to reinforce service goals and expectations.
- Mentor front-line staff to encourage confidence, warmth, and professional behavior.
- Maintain records of guest preferences and special notes to enable personalized service.
- Prepare weekly guest experience performance reports and recommendations for improvement.
- Work closely with the Commercial and Marketing teams on guest engagement activities and loyalty programs.
Qualifications and Requirements.
- Diploma or degree in Hospitality, Tourism Management, or a related field.
- 3–5 years experience in guest relations or hotel front office operations (luxury environment preferred).
- Experience managing VIP or high-profile guests is an advantage.
Skills & Competencies
- Exceptional communication and interpersonal skills.
- Warm, confident, and guest-focused personality.
- Ability to handle challenging situations with composure and diplomacy.
- Strong teamwork and cross-department coordination abilities.
- Fluency in English (French and/or Kinyarwanda are an added advantage).
Required documents:
- A detailed CV with 3 contacts of professional referees.
- A one-page cover letter with a motivation statement in relation to the responsibilities and requirements for this position.
- Copies of academic degree, professional training certificates, and other relevant training certificates.
- A copy of your national ID
How to Apply
Applications should be submitted no later than November 7th, 2025,at 17:00 hrs Kigali time.
Please click on the “Apply” button to complete your application.
- Only selected candidates for interview will be contacted.