Guest Experience Manager Job Vacancy in Keren, Eritrea – Hospitality & Tourism

Job Description

Position: Guest Experience Manager

Company: Marriott International

Location: Keren, Eritrea

Experience: 5+ years in hotel guest services or hospitality management

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

Employment Type: Full-time

Industry: Hospitality & Tourism

Department: Guest Services

Salary: SSP 120,000 – 180,000 per annum

Vacancies:1

Company Overview

Marriott International is a globally recognized leader in the hospitality industry, operating a portfolio of premium hotels and resorts across more than 130 countries. In Eritrea, Marriott brings its world‑class service standards to the vibrant city of Keren, offering guests an unforgettable experience that blends local culture with international luxury. As part of its commitment to growth and excellence, Marriott is expanding its team to meet the rising demand for high‑quality accommodation and tourism services. This expansion creates exciting career opportunities for professionals seeking to advance their careers in a dynamic, multicultural environment. By joining Marriott, you become part of a global network that values innovation, diversity, and sustainable tourism, contributing to the economic development of Eritrea while delivering exceptional guest experiences.

Job Overview

The Guest Experience Manager will lead the Guest Services department, ensuring that every visitor to Marriott Keren enjoys a seamless, personalized, and memorable stay. This role is pivotal in shaping the hotel’s reputation, driving guest satisfaction scores, and fostering loyalty among both local and international travelers. The manager will collaborate closely with front‑desk, housekeeping, food & beverage, and sales teams to coordinate services, resolve issues promptly, and implement best practices that align with Marriott’s brand standards. For more information about Marriott’s global career pathways, visit https://eritreajobsearch.com/. This position offers a unique platform to influence service excellence in Eritrea’s growing tourism sector.

Key Responsibilities

• Oversee daily operations of the Guest Services team, ensuring adherence to Marriott’s service standards.
• Develop and implement guest satisfaction initiatives, including feedback collection, analysis, and action plans.
• Coordinate with cross‑functional departments to resolve guest concerns swiftly and effectively.
• Train, mentor, and evaluate staff performance, fostering a culture of continuous improvement.
• Monitor key performance indicators such as Guest Satisfaction Index (GSI) and Net Promoter Score (NPS).
• Manage guest relations programs, loyalty initiatives, and special event coordination.
• Ensure compliance with health, safety, and security protocols throughout the guest journey.
• Prepare regular reports for senior management on service trends and improvement opportunities.

Required Skills

• Exceptional interpersonal and communication abilities.
• Strong leadership and team‑building skills.
• Proficiency in hospitality management software (e.g., Marriott Bonvoy, OPERA).
• Analytical mindset with the ability to interpret guest feedback data.
• Problem‑solving orientation and ability to remain calm under pressure.
• Fluency in English; knowledge of local languages (e.g., Tigrinya, Arabic) is an advantage.

Education

A Bachelor’s degree in Hospitality Management, Business Administration, or a related discipline is required. Relevant certifications such as Certified Hospitality Supervisor (CHS) or Certified Guest Service Professional (CGSP) are considered a plus.

Experience

Applicants must have a minimum of five years of progressive experience in hotel guest services, front‑office operations, or a comparable hospitality role, with at least two years in a supervisory or managerial capacity.

Salary

The compensation package ranges from SSP 120,000 to SSP 180,000 annually, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total rewards structure.

Benefits

• Comprehensive health insurance coverage.
• Retirement savings plan with employer contribution.
• Employee discount on hotel stays worldwide.
• Paid annual leave and public holidays.
• Opportunities for international career mobility within Marriott’s global network.

Training

• Orientation program covering Marriott brand standards and local operational procedures.
• Ongoing leadership development workshops.
• Access to Marriott’s online learning platform for continuous skill enhancement.
• Mentorship pairing with senior hotel executives.

Working Environment

The role is based in Marriott’s flagship property in Keren, a modern facility equipped with state‑of‑the‑art amenities. The work environment promotes teamwork, cultural diversity, and a commitment to sustainable tourism practices. Employees enjoy a vibrant atmosphere that balances professional rigor with the hospitality spirit.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the Marriott Careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment.

Equal Opportunity Statement

Marriott International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.