About Company
African Albida Tourism (AAT) is a multi-award-winning hospitality group, renowned for operating a portfolio of premium lodges, hotels, and safari camps in Zimbabwe, particularly within the iconic Victoria Falls region. Committed to delivering unforgettable guest experiences and upholding the highest standards of conservation and responsible tourism, AAT prides itself on its unique blend of luxury, authenticity, and dedication to the natural environment. Our properties, including the Victoria Falls Safari Lodge, Lokuthula Lodges, and Ngoma Safari Lodge, are celebrated for their exceptional service, breathtaking locations, and their role in promoting sustainable tourism. We are a team of passionate individuals dedicated to creating cherished memories for our guests and a supportive, enriching environment for our employees. Join us in shaping the future of African hospitality.
Job Description
African Albida Tourism is seeking a visionary and dynamic Chief Experience Officer (CXO) to join our executive leadership team. This pivotal role is responsible for the overall strategic direction and execution of both guest and employee experience initiatives across all our properties and touchpoints. The CXO will champion a culture of excellence, innovation, and empathy, ensuring that every interaction with AAT, from initial inquiry to post-stay engagement and throughout an employee’s journey, is consistently outstanding and reflects our brand promise. You will be instrumental in defining, designing, and optimizing holistic experience strategies, leveraging insights from data, feedback, and market trends to continuously elevate our service standards and operational efficiency.
The ideal candidate will possess a deep understanding of luxury hospitality, an innovative mindset, and proven leadership capabilities to inspire and align cross-functional teams. This role requires a leader who can not only articulate a compelling vision for experience but also drive its practical implementation, foster strong relationships with stakeholders, and ensure that our brand ethos is palpable in every guest stay and employee interaction. You will be at the forefront of shaping how guests perceive our brand and how our employees thrive within it, directly contributing to our reputation, guest loyalty, and overall business success in the competitive tourism landscape of Southern Africa.
Key Responsibilities
- Develop and execute a comprehensive guest and employee experience strategy aligned with AAT’s vision and business objectives.
- Map end-to-end guest journeys, identifying pain points and opportunities for innovation and improvement across all properties.
- Implement and manage robust feedback systems (surveys, reviews, direct feedback) to gather insights and drive continuous enhancement.
- Lead, mentor, and inspire a diverse team, fostering a customer-centric and employee-centric culture throughout the organization.
- Collaborate closely with Marketing, Operations, HR, and IT departments to ensure seamless delivery of integrated experiences.
- Drive digital transformation initiatives to enhance experience through technology and personalized interactions.
- Monitor market trends, competitive landscapes, and emerging technologies to identify opportunities for competitive advantage.
- Establish key performance indicators (KPIs) for experience metrics and report regularly to the executive board.
- Oversee the development and implementation of training programs focused on service excellence and experience delivery.
- Manage budgets related to experience initiatives, ensuring optimal resource allocation and ROI.
Required Skills
- Proven leadership experience in a senior executive role, preferably within luxury hospitality or tourism.
- Exceptional strategic thinking and problem-solving abilities.
- Strong understanding of customer journey mapping, UX/UI principles, and service design methodologies.
- Excellent communication, presentation, and interpersonal skills to engage and influence at all levels.
- Demonstrated ability to drive cultural change and foster a collaborative, customer-focused environment.
- Proficiency in data analysis and experience leveraging insights to inform strategic decisions.
- Financial acumen and experience managing large departmental budgets.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Preferred Qualifications
- Master’s degree in Business Administration (MBA), Hospitality Management, Marketing, or a related field.
- Experience with P&L responsibility in a multi-property hospitality group.
- Familiarity with digital experience platforms and CRM systems.
- A deep passion for conservation, African wildlife, and sustainable tourism practices.
Perks & Benefits
- Competitive executive salary package.
- Performance-based bonuses.
- Comprehensive health and wellness benefits.
- Accommodation assistance in Victoria Falls.
- Generous leave policy and staff travel privileges within AAT properties.
- Professional development and leadership training opportunities.
- Relocation support for international candidates.
- A vibrant and supportive work environment in a world-renowned destination.
How to Apply
To embark on this exciting journey with African Albida Tourism, we encourage qualified candidates to submit their comprehensive CV and a compelling cover letter outlining their vision for enhancing guest and employee experience. Please click on the application link below to apply for the job.