Guest Experience Manager at Grand Legacy Hotel

Guest Experience Manager
Grand Legacy Hotel | Post type: jobs June 19, 2025 - Deadline 22/06/2025 | NumberOfPosition [1]

Grand Legacy Hotel Overview

Stylish modern, comfortable and conveniently located in the up and coming suburb of Remera, Grand Legacy Hotel is your ultimate choice for your stay in Kigali. The hotel lies just 5 minutes drive away from Kigali international airport, and about a 15 minutes drive to the city center. Nearby, a host of commercial headquarters, business facilities, restaurants, shops, Kigali’s stadium and local attractions are found, adding even further to the convenience of this prime location and stay in Kigali.

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