About Company
Mnarani Beach Cottages, nestled on the pristine shores of Nungwi Beach in Zanzibar, offers an idyllic escape where turquoise waters meet white sands. We are a cherished haven for travelers seeking tranquility, authentic local experiences, and unparalleled hospitality. Our cottages blend rustic charm with modern comforts, providing a unique and intimate atmosphere that encourages guests to relax, rejuvenate, and connect with the vibrant culture of Zanzibar. At Mnarani, we believe in creating more than just holidays; we craft lasting memories and foster a sense of belonging for our global family of guests. Our commitment to personalized service, sustainable practices, and community engagement sets us apart as a beacon of Zanzibari hospitality. Join our dedicated team and contribute to an environment where every guest interaction is an opportunity to enhance their loyalty and ensure their return to our little piece of paradise.
Job Description
Are you passionate about creating unforgettable guest experiences and building lasting relationships? Mnarani Beach Cottages is seeking a dynamic and empathetic Customer Loyalty Support Specialist to join our vibrant team in Nungwi, Zanzibar. In this pivotal full-time role, you will be the heart of our guest retention efforts, acting as a primary point of contact for guests before, during, and after their stay. Your mission will be to transform every interaction into an opportunity to deepen guest loyalty, resolve concerns with grace and efficiency, and proactively anticipate their needs. This isn’t just a support role; it’s about being an ambassador for the Mnarani experience, ensuring our guests feel valued, heard, and eager to return. You will be instrumental in collecting feedback, identifying trends, and collaborating with various departments to continuously enhance our service delivery and tailor experiences that exceed expectations. We are looking for someone who thrives in a fast-paced, international environment, possesses exceptional communication skills, and genuinely loves making people happy. If you’re ready to contribute to a team that prides itself on creating cherished memories and fostering a loyal community of guests, we invite you to apply and help us build a legacy of repeat visitors.
Key Responsibilities
- Serve as the primary point of contact for guest inquiries, feedback, and concerns across multiple channels (email, phone, in-person).
- Proactively engage with guests to understand their preferences and anticipate needs, offering personalized recommendations and solutions.
- Resolve guest issues efficiently and empathetically, striving for first-contact resolution and exceeding service recovery expectations.
- Implement and manage loyalty programs, ensuring guests are aware of and benefit from exclusive offers and recognition.
- Collect and analyze guest feedback, identifying trends and proposing improvements to enhance the overall guest experience.
- Collaborate closely with Front Office, Housekeeping, Food & Beverage, and Activities teams to ensure seamless service delivery.
- Maintain accurate guest records and communication logs within our CRM system.
- Assist in creating engaging content and communications to keep loyal guests informed and excited about returning.
- Conduct post-stay follow-ups to gather insights and reinforce positive relationships.
- Act as an ambassador for Mnarani Beach Cottages, embodying our values of warmth, authenticity, and exceptional hospitality.
Required Skills
- Minimum of 1 year of proven experience in a customer service, guest relations, or loyalty support role, preferably within the hospitality industry.
- Exceptional verbal and written communication skills in English.
- Strong problem-solving abilities and a calm, professional demeanor under pressure.
- High level of empathy and emotional intelligence.
- Proficiency in using CRM software and standard office applications.
- Ability to work independently and as part of a diverse, multicultural team.
- Demonstrated passion for delivering outstanding guest experiences.
- Adaptability and willingness to work flexible hours, including weekends and holidays, as required by resort operations.
Preferred Qualifications
- Proficiency in an additional language relevant to our international clientele (e.g., Swahili, French, German, Italian).
- Experience with hotel property management systems (PMS).
- Knowledge of local Zanzibar culture, attractions, and activities.
- Diploma or degree in Hospitality Management, Tourism, or a related field.
Perks & Benefits
- Competitive salary package.
- Opportunity to live and work in the beautiful coastal paradise of Nungwi, Zanzibar.
- Complimentary meals during working hours.
- Accommodation assistance for non-local candidates.
- Opportunities for professional growth and development within a growing hospitality group.
- Generous staff discounts on resort services.
- A supportive and friendly work environment in a stunning beachfront location.
- Being part of a team dedicated to authentic Zanzibari hospitality.
How to Apply
If you are a passionate advocate for guest satisfaction and possess a genuine desire to create memorable experiences, we encourage you to apply! Please submit your comprehensive resume and a compelling cover letter detailing your relevant experience and why you are the ideal candidate for this role. In your cover letter, tell us about a specific instance where you went above and beyond to ensure a customer’s loyalty. Please ensure all documents are in English. Click on the link below to apply for the job.