Hotel Guest Experience Manager

Job Description

Join TUI Hotels & Resorts as Hotel Guest Experience Manager at our 5-star luxury hotel brand The Mora, Zanzibar. You will be responsible for ensuring the hotel resort delivers the brand experience at every touchpoint and ensure a positive guest experience throughout their hotel stay. You will lead a guest service team, supporting them with escalated queries or feedback and provide regular development and upskill training. You will ensure that each guest receives the highest standard and personalized attention, excellent service, and ensure all teams compile with the TUI brand policies and procedures.

The successful applicant will demonstrate recent or current experience working within a luxury international hotel brand, specifically a resort-based hotel responsible for the guest service operation delivery. Applications will close on Wednesday 17th September.

Role is located at our 5* The Mora Zanzibar, Matemwe, Zanzibar

ABOUT OUR OFFER

• Competitive salary and local benefits as standard.
• Permanent contract provided with 25% local social security contribution.
• Allianz private medical insurance provided
• Additional reward model including financial, travel, health & wellbeing, and lifestyle.
• Hotel accommodation provided with full living package.
• Return flight ticket every 12 working months.
• 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

• Ensure guests have a positive experience by addressing any concerns, needs or requests promptly and effectively.
• Coordinate with other departments to ensure smooth operations and guest services.
• Train and oversee the front desk and concierge staff to ensure quality guest interactions and services.
• Monitor and respond to guest reviews and feedback on social media and other platforms to improve overall guest satisfaction.
• Develop and maintain relationships with repeat customers and potential clients to drive business and promote loyalty.
• Manage guest complaints and resolve conflicts to achieve high levels of guest satisfaction.
• Plan and execute special events to enhance guest experiences and build community relations.
• Implement strategies to improve guest engagement and loyalty, such as loyalty programs or personalized communication.
• Maintain accurate and updated guest records, profiles, and preferences to enhance the overall guest experience.
• Analyse guest data to identify trends, provide insights, and make recommendations on service improvements.

ABOUT YOU

• To have managed ≈3–5 years in guest service/hospitality, at managerial level.
• Excellent verbal and written English are required. Other European languages would be highly desired.
• Strong interpersonal skills, initiative and attention to detail.
• Strong organizational and leadership skills.
• Ability to manage a team and delegate tasks effectively.
• Attention to detail and a commitment to quality.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

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TUI Group is the world’s number one integrated tourism business. TUI Hotels & Resorts comprises over 400 hotel properties with 12 core brands that cover all areas of the leisure hotel market from price-conscious to luxury brands.

From a workplace to a place to belong. At TUI 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.