Cluster Experience Manager

Sunlife is one of the leading hospitality groups in the Indian Ocean, with over 50 years of industry experience and a team of 3,000 employees. Also part of CIEL Group, Sunlife has a portfolio of five beach resorts in Mauritius. The group also oversees two world-renowned golf courses: Ile aux Cerfs Golf Club and Anahita Golf Course.

Located on Mauritius’ stunning west coast, Sugar Beach and La Pirogue are two iconic Sunlife resorts, each offering a unique guest experience. Set along the same stretch of pristine white sandy beach, Sugar Beach is renowned for its elegant colonial-style charm, exceptional dining experiences, vibrant entertainment, and world-class facilities. While La Pirogue captures the authentic spirit of Mauritius with its tranquil atmosphere, tropical gardens, and charming thatched cottages, delivering a relaxed and immersive island escape.

We are looking for a dynamic Guest Experience Manager who will be responsible for overseeing the guest experience in both Sugar Beach and La Pirogue.
He/She will be working with all departments to ensure that guests have a positive experience from the start to finish.

Main Responsibilities

• Analyses guest feedback and provides a strategic direction to continously improving overall rating;
• Ensures a personalised service to all the guests and following the hotel standards and procedures;
• Be present, oversees and assists any special events or management cocktails when necessary;
• Assists in hosting guests when needed, anticipates and responds to guest needs;
• Oversee and follow up with guests celebrating special occassions including Honeymoon, Birthdays and other memorable milestones;
• Understand the preferences & Cultural expectations of guests from emerging markets;
• Follow up with repeaters guests to ensure their satisfaction through personalised service.
• Collaborate closely with Hotel Operations and key departments, including Sales & Marketing, Procurement and Finance, to ensure the seamless planning, coordination and implementation of Come Alive guest experiences.
• Work closely with the Group Guest Experience Designer to follow up on existing experiences, contribute to the conceptualisation and development of new guest experiences, and actively participate in brand activations related to the resorts’ experiences, ensuring alignment with the Group’s brand vision and standards.
• Monitor, track and analyse guest participation in Come Alive experiences, identifying opportunities to drive engagement, increase conversion and maximise revenue from paid experiences.
• Act as the primary point of contact for third-party suppliers, contractors and experience providers on-site, ensuring smooth coordination, operational readiness and adherence to brand standards.
• Coordinate and oversee the delivery of elevated Come Alive experiences, ensuring exceptional execution, personalised guest engagement and consistency with the resort’s luxury service standards.

Profile

• Holder of a Diploma in Tourism and Hospitality Management or more than 5 years’ experience in a Management position in Guest Service;
• Knowledge of basic OPERA functions;
• Be fully computer literate with excellent presentation, communication and listening skills;
• Outgoing, vivacious, professional & customer-focused;
• Excellent leadership skills: inspirational and always leads by example;
• Able to work within a team and on own initiative;
• Able to handle groups and visits;
• An eye for detail and;
• A third language would be an advantage

Closing date: 11 November 2026

Management reserves the right to call only the best-qualified candidates.