About Company
Meliá Zanzibar is an all-inclusive luxury resort nestled on the paradisiacal shores of Kiwengwa, Zanzibar. Part of Meliá Hotels International, a global leader in the hospitality industry, we pride ourselves on delivering exceptional service, exquisite experiences, and unforgettable memories to our international guests. Our commitment to quality extends to every aspect of our operation, from our stunning beachfront accommodations to our diverse culinary offerings and the dedicated professionals who bring our vision to life. Joining Meliá Zanzibar means becoming part of a vibrant, multicultural team dedicated to excellence, personal growth, and creating a truly unique environment for both guests and employees. We believe in fostering a supportive and dynamic workplace where every team member is valued and empowered to contribute to our collective success.
Job Description
Are you a highly motivated and customer-focused individual with a passion for service excellence? Meliá Zanzibar is seeking an enthusiastic and dedicated Call Center Service Agent to join our dynamic reservations and guest services team. In this pivotal role, you will be the first point of contact for many of our esteemed guests, providing essential information, managing bookings, and resolving inquiries with efficiency and a warm, welcoming demeanor.
This position requires a proactive problem-solver with excellent communication skills, capable of handling a diverse range of guest requests and ensuring their experience with Meliá Zanzibar begins on a positive note. You will be responsible for processing reservations, providing detailed information about our resort’s facilities, services, and special offers, and assisting guests with any pre-arrival needs or concerns. Your ability to multitask, maintain composure under pressure, and consistently deliver outstanding customer service will be crucial to your success. We are looking for someone who embodies the spirit of Zanzibari hospitality – friendly, attentive, and eager to go the extra mile to create memorable moments for our guests before they even set foot on our beautiful island. If you thrive in a fast-paced environment and are committed to upholding the high standards of a luxury international brand, we encourage you to apply. This is a full-time, on-site role that offers significant opportunities for professional development within the hospitality sector.
Key Responsibilities
- Handle inbound and outbound calls, emails, and online chat inquiries from potential and existing guests in a professional and courteous manner.
- Process room reservations, modifications, and cancellations accurately using the hotel's reservation system.
- Provide comprehensive information about resort facilities, services, room types, packages, and local attractions.
- Resolve guest complaints and issues efficiently and effectively, escalating complex problems to the appropriate department when necessary.
- Maintain up-to-date knowledge of all promotions, pricing, and availability.
- Ensure all guest interactions are documented accurately in the CRM system.
- Collaborate with other departments (e.g., front office, sales, marketing) to ensure seamless guest service.
- Achieve and exceed individual and team performance targets, including call quality and guest satisfaction scores.
- Adhere to company policies and procedures regarding guest privacy and data security.
Required Skills
- Minimum 1 year of experience in a call center, customer service, or hospitality role.
- Excellent verbal and written communication skills in English and Swahili.
- Proficiency in using reservation software and CRM systems.
- Strong problem-solving abilities and a proactive approach to guest satisfaction.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High level of professionalism and a positive, empathetic attitude.
- Strong computer literacy, including MS Office Suite.
Preferred Qualifications
- A diploma or degree in Hospitality Management, Tourism, or a related field.
- Additional language proficiency (e.g., French, German, Italian, Spanish).
- Experience working in a luxury hotel or resort environment.
- Familiarity with Meliá Hotels International brands and loyalty programs.
Perks & Benefits
- Competitive salary package and performance incentives.
- Comprehensive health insurance.
- Opportunities for career growth and professional development within a global hotel chain.
- Staff meals provided during working hours.
- Employee discounts on Meliá Hotels International properties worldwide.
- A supportive and inclusive work environment in a stunning beachfront location.
How to Apply
Interested candidates are invited to apply directly through the Meliá Hotels International careers portal. Please click on the application link below to submit your resume and cover letter. Ensure your application highlights your relevant experience and why you are the perfect fit for this role at Meliá Zanzibar. Only shortlisted candidates will be contacted for an interview.