About Company
The Zanzibar Collection is synonymous with unparalleled luxury and authentic Zanzibari charm. As a prestigious group of independently-owned luxury hotels, we are dedicated to providing extraordinary experiences that create lasting memories for our guests. Our properties are nestled in some of Zanzibar’s most breathtaking locations, offering a blend of exquisite service, world-class amenities, and a deep respect for local culture and environment. We believe that true luxury lies in personalized service and genuine connections, transforming every stay into a cherished story. Joining The Zanzibar Collection means becoming part of a passionate team committed to excellence, where your contributions directly enhance our reputation for bespoke hospitality and guest satisfaction. We foster a collaborative and supportive environment, encouraging personal growth and professional development while upholding the highest standards of service in the heart of paradise.
Job Description
Are you a highly empathetic and proactive individual with a passion for cultivating lasting relationships? The Zanzibar Collection is seeking a dedicated Customer Loyalty Support Specialist to join our esteemed team in Jozani, Zanzibar South & Central. In this pivotal full-time role, you will be the heart of our guest retention strategy, acting as a primary point of contact for our valued guests, ensuring their ongoing satisfaction, and proactively identifying opportunities to enhance their loyalty. You will be responsible for managing a portfolio of returning guests, addressing their inquiries, resolving any concerns with grace and efficiency, and anticipating their needs to provide a truly personalized experience. This role goes beyond traditional customer service; it’s about building genuine rapport, understanding individual preferences, and demonstrating how much we value their continued patronage. If you are passionate about delivering exceptional service, possess strong problem-solving skills, and are eager to contribute to an environment where guest satisfaction is paramount, we invite you to help us craft unforgettable journeys and foster enduring loyalty. This position offers a unique opportunity to work in a vibrant hospitality setting, contributing directly to our brand’s reputation for luxury and unparalleled guest care.
Key Responsibilities
- Serve as the primary point of contact for high-value and returning guests, building strong, lasting relationships through personalized communication.
- Proactively engage with guests to gather feedback, understand their preferences, and identify opportunities for service improvement and enhanced loyalty.
- Handle guest inquiries, complaints, and requests with empathy, professionalism, and efficiency, ensuring timely and satisfactory resolution.
- Maintain detailed records of guest interactions, preferences, and feedback within our CRM system to facilitate highly personalized future engagements.
- Collaborate closely with various hotel departments (e.g., Reservations, Front Desk, F&B, Housekeeping) to ensure seamless service delivery and guest satisfaction.
- Develop and implement personalized loyalty initiatives, special offers, and recognition programs tailored to individual guest segments.
- Monitor guest satisfaction metrics and proactively identify trends or areas for intervention to prevent churn and improve loyalty scores.
- Educate guests about our loyalty programs, benefits, and new offerings to maximize their engagement and repeat visits.
- Prepare regular reports on customer loyalty metrics, guest feedback, and retention efforts for management review.
- Stay informed about industry best practices in customer loyalty and hospitality trends to continually enhance our guest experience strategies.
Required Skills
- Minimum of 2 years of experience in customer service, guest relations, or a loyalty-focused role, preferably within the luxury hospitality sector.
- Exceptional interpersonal and communication skills, both written and verbal, with a natural ability to build rapport and trust.
- Demonstrated strong problem-solving and conflict-resolution abilities, maintaining composure under pressure.
- Proficiency in using CRM software and other customer service tools.
- Fluency in English (both written and spoken) is essential.
- High level of empathy, patience, and a genuine desire to help and connect with people.
- Excellent organizational skills and attention to detail in managing guest information and interactions.
- Ability to work effectively both independently and as part of a diverse team.
Preferred Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Proficiency in additional languages relevant to our guest demographics (e.g., Swahili, French, German, Italian, Arabic).
- Experience with luxury hotel property management systems (PMS).
- Proven track record of exceeding customer satisfaction and loyalty targets.
- Understanding of the unique cultural nuances and expectations of international luxury travelers.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Health and wellness benefits.
- Opportunities for professional development and career advancement within a leading luxury hospitality group.
- Subsidized staff meals and accommodation options if required.
- Employee discounts across The Zanzibar Collection properties.
- A supportive and dynamic work environment in a beautiful tropical location.
- Contribution to local community and conservation initiatives.
How to Apply
Interested candidates are invited to submit their comprehensive CV and a compelling cover letter outlining their experience and suitability for this role. Please click on the application link below to apply through our designated recruitment portal. We encourage early applications as we will be reviewing candidates on a rolling basis.