Join TUI Hotels & Resorts as Guest Experience Supervisor and ensure a seamless guest experience in the absence of the Guest Experience Manager, working closely with various departments. This role supports the Guest Experience team, upholding The Mora Zanzibar commitment to personalized, exceptional service, and reports directly to the Guest Experience Manager.
If you are a local resident with the right to work in Zanzibar, then keep on reading!
About Our Offer
- Attractive salary as standard
- Additional benefits including friends & family discounted rates, financial, health & wellbeing, and lifestyle
- Hotel staff accommodation upon request
- Meals and soft drinks in main restaurant with access to general facilities
- Working within a fast-growing international hotel company within the world’s leading tourism group
- We promote career development with wide range of international opportunities across our business with an exceptional approach to your learning – access to free learning platforms & language lessons.
About The Job
- Supports the Guest Experience Manager in overseeing all guest experience areas and touch points.
- Attends daily briefings and team meetings.
- Acts as the first responder for guest complaints when the Guest Experience Manager is absent.
- Performs effective complaint handling to ensure high guest satisfaction by following the given operational standards & processes under the coordination of the Guest Experience Manager.
- Assists and guides the Guest Experience team in daily duties and acts as coordinator during the absence of the Guest Experience Manager ensuring that standards are being kept by all times.
- Prepare the arrivals for the upcoming days, including handling special requests, VIP lists, and organizing any special occasions.
- Assists the Guest Experience Manager with internal trainings to promote high level quality customer service.
- Together with the Guest Experience Manager maintains an open line of communication and coordination with related departments to ensure customer requests are handled efficiently.
- Together with the Digital Guest Experience host responds the live chat messages, forwards, coordinates, and follows- up guest requests received via the In-App chat according to standard operating procedures, monitors and responds to guest feedback submitted through the app.
- Perform quality courtesy calls and escalate any guest issues to the Guest Experience Manager.
- Manage special guest requests such as birthdays and VIP services.
- Together with the Guest Experience Manager works on guest service improvements to optimize the hotel ratings.
About You
- 2+ years in hospitality within a guest experience and/or supervisory role.
- Great leadership skills.
- Affinity in the use of digital technology.
- Service-oriented mindset and strong customer service skills.
- Strong problem-solving and multitasking abilities.
- Attention to detail.
- Team player with an inspiring and enthusiastic personality.
- Good time management and organizational skills.
- You will have a great understand of the local region and Zanzibar
- Stress-resilient and flexible.
- Language required – Fluent English is required for this role. Additional languages are highly advantageous.
From a workplace to a place to belong, we embrace diversity, equity and inclusion, encouraging everyone to come as you are, because together our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.
