Location: The Mora Zanzibar, Matemwe, Zanzibar
Application Deadline: 24 August 2025 (or earlier if volume is high)
Hotel Brand: 5★ The Mora – Luxury Hotel Brand of TUI Hotels & Resorts
Job Type: Full-Time | Permanent

About the Role

TUI Hotels & Resorts is seeking a Hotel Guest Experience Manager to oversee and enhance the guest experience at our 5★ luxury property in Zanzibar. You will lead the Guest Services team, ensuring every guest receives personalized, high-quality service from arrival to departure.

Key Responsibilities

Oversee the entire guest journey, addressing queries, needs, and complaints promptly.
Coordinate with all hotel departments to ensure seamless service delivery.
Train, mentor, and manage front desk & concierge staff.
Monitor and respond to guest feedback on review sites and social media.
Build relationships with repeat guests and potential clients to foster loyalty.
Manage guest complaints to achieve maximum satisfaction.
Organize special events to enhance the guest experience.
Implement loyalty and engagement programs.
Maintain updated guest profiles and preferences for personalized service.
Analyse guest data to identify service improvement opportunities.

Requirements

3–5 years of experience in hospitality/guest services at managerial level.
Excellent English (spoken and written); other European languages are a plus.
Strong leadership, interpersonal, and organizational skills.
Ability to thrive in a fast-paced, high-standard hospitality environment.
Attention to detail and commitment to delivering premium service.

What’s on Offer

Competitive salary + local benefits.
Permanent contract with 25% local social security contribution.
Fully provided accommodation & living package.
Annual return flight ticket after every 12 working months.
Career development opportunities within a global tourism leader.
Access to free learning platforms & language lessons.
Opportunity to work in an international environment with a focus on diversity & inclusion.