About Company
Kivu Paradise Resort is a premier destination nestled along the stunning shores of Lake Kivu in Rubavu, Rwanda. We pride ourselves on offering an exceptional blend of natural beauty, luxurious comfort, and authentic Rwandan hospitality. Our resort features world-class accommodations, exquisite dining, recreational activities, and serene spa services, all designed to create unforgettable experiences for our diverse clientele. We are dedicated to continuous improvement and are passionate about delivering service that not only meets but consistently exceeds guest expectations. Join a team where your contributions directly shape the joy and satisfaction of every visitor, making Kivu Paradise Resort a true haven of tranquility and luxury. We foster an environment of growth, respect, and innovation, ensuring our team members thrive as much as our guests enjoy their stay.
Job Description
Are you a visionary leader with a passion for crafting unparalleled customer journeys? Kivu Paradise Resort is seeking an experienced and dynamic Head of Customer Experience to elevate our guest satisfaction to new heights. In this pivotal role, you will be the architect of our guest experience strategy, driving initiatives that foster loyalty, enhance our brand reputation, and ensure every interaction with our resort is seamless, memorable, and extraordinary. You will be responsible for overseeing all touchpoints of the guest journey, from pre-arrival communications to post-departure follow-ups, ensuring consistency and excellence across all departments. This is an exciting opportunity to lead a dedicated team, implement innovative solutions, and significantly impact our resort’s success and reputation as a leader in Rwandan hospitality. The ideal candidate will possess a deep understanding of hospitality operations, a keen eye for detail, and an unwavering commitment to service excellence. You will report directly to the General Manager and play a crucial role in strategic planning and operational execution, guiding our resort to achieve top-tier guest satisfaction metrics and cementing our position as the preferred choice for discerning travelers.
Key Responsibilities
- Develop and implement a comprehensive customer experience strategy aligned with the resort’s vision and brand standards.
- Map the entire guest journey, identifying key touchpoints and opportunities for enhancement and innovation, including digital and physical interactions.
- Lead, mentor, and inspire a team of customer-facing staff, fostering a culture of proactive service, empathy, and guest-centricity.
- Establish, monitor, and report on key performance indicators (KPIs) for customer satisfaction, service quality, and guest loyalty across all departments.
- Gather and analyze guest feedback through various channels (surveys, online reviews, direct interactions, social media) to identify trends, pain points, and areas for continuous improvement.
- Collaborate cross-functionally with F&B, Reservations, Housekeeping, Activities, and other departments to ensure cohesive, consistent, and exceptional service delivery.
- Design and implement comprehensive training programs to continuously upskill staff in customer service best practices, luxury service standards, and effective conflict resolution.
- Oversee the proactive management of guest complaints and sophisticated service recovery processes, turning potential challenges into opportunities for building stronger guest loyalty.
- Champion the strategic use of technology and digital tools (e.g., CRM, guest communication platforms) to personalize guest experiences and streamline operational efficiency.
- Stay abreast of global hospitality industry trends, emerging technologies, and competitor activities to ensure Kivu Paradise Resort remains at the forefront of customer experience excellence and innovation.
- Prepare regular, insightful reports for senior management on CX performance, ongoing initiatives, and strategic recommendations for future improvements and investments.
Required Skills
- Proven experience (minimum 6 years) in developing and implementing successful customer experience strategies within the luxury hospitality or resort sector.
- Exceptional leadership and team management skills with a strong track record of motivating, coaching, and developing high-performing staff.
- Strong analytical abilities to interpret complex guest feedback data, performance metrics, and market trends to inform strategic decisions.
- Excellent interpersonal, negotiation, communication, and presentation skills in English; proficiency in Kinyarwanda is a strong asset.
- Proficiency in modern hospitality management software, CRM systems, and guest feedback platforms.
- Demonstrated ability to manage complex, multi-departmental projects and drive initiatives to successful completion on time and within budget.
- Deep understanding of luxury service standards, guest expectations, and the nuances of high-end travel experiences.
- Strong problem-solving acumen and the ability to make data-driven, customer-focused decisions under pressure.
Preferred Qualifications
- Master’s degree in Hospitality Management, Business Administration, Marketing, or a related field.
- Certification in Customer Experience Management (e.g., CCXP).
- Extensive experience working in a resort or luxury hotel environment, specifically within East Africa or similar emerging luxury markets.
- Fluency in French is considered a significant added advantage, enhancing communication with a broader range of international guests.
Perks & Benefits
- Competitive salary and attractive performance-based bonuses tied to guest satisfaction and loyalty metrics.
- Comprehensive health insurance package covering medical, dental, and vision needs.
- Significant opportunities for professional development, advanced training, and clear career advancement pathways within our growing organization.
- Complimentary gourmet meals provided during working shifts.
- Accommodation assistance or allowances for eligible candidates relocating to Rubavu.
- Generous paid time off, including annual leave and observance of public holidays.
- Exclusive access to resort facilities and discounted services for you and your family.
- A vibrant, collaborative, and supportive work environment situated in the breathtaking natural beauty of the Lake Kivu shore.
- Contribution to a pension scheme as per Rwandan labor laws.
How to Apply
Eager to shape unforgettable experiences for guests at one of Rwanda’s most stunning resorts? Please click on the link below to submit your comprehensive resume and a compelling cover letter outlining your relevant experience, leadership philosophy, and why you are the ideal candidate for the Head of Customer Experience role at Kivu Paradise Resort. In your cover letter, kindly highlight your vision for elevating guest experience in a luxury hospitality setting. Only shortlisted candidates who demonstrate a strong alignment with our values and requirements will be contacted for an interview.