About Company
Z Hotel is a boutique haven located on the northern tip of Zanzibar, offering a unique blend of modern design, traditional Zanzibar hospitality, and breathtaking Indian Ocean views. Renowned for our personalized service and serene ambiance, we provide an unforgettable experience for guests seeking luxury and relaxation. Our commitment to excellence extends to every interaction, ensuring every guest feels cherished and valued. We pride ourselves on our vibrant, diverse team who contribute to making Z Hotel a truly special place, creating memorable moments for our guests from around the globe. Join us and be a part of an award-winning resort dedicated to unparalleled hospitality.
Job Description
Are you a natural communicator with a passion for delivering exceptional service? Do you thrive in a dynamic environment where every day brings new opportunities to create memorable experiences? Z Hotel is seeking a dedicated and enthusiastic Customer Support Representative to join our vibrant team in Mnarani, Nungwi. This role is crucial in ensuring our guests receive the highest standard of care from their first inquiry to their final farewell.
As a Customer Support Representative with flexible schedules, you will be the primary point of contact for guests, managing a wide range of inquiries via phone, email, and in-person interactions. Your responsibilities will span booking assistance, answering questions about hotel amenities, local attractions, resolving issues, and ensuring a smooth and pleasant stay for all. We understand that life demands flexibility, and we are committed to providing a schedule that balances your needs with the operational requirements of our resort. This means you might work varied shifts, including evenings, weekends, and public holidays, making it ideal for someone looking for a dynamic work-life balance within a full-time role.
This isn’t just a job; it’s an opportunity to be an ambassador for Z Hotel, contributing directly to our reputation for world-class hospitality. We are looking for someone who is empathetic, resourceful, and possesses an innate ability to anticipate needs and resolve challenges with grace and efficiency. If you are passionate about people, possess excellent problem-solving skills, and are eager to work in a stunning beachfront location, we invite you to become a part of our extraordinary team.
The ideal candidate will embody the spirit of Zanzibari hospitality – warm, welcoming, and genuinely committed to guest satisfaction. You will be instrumental in creating an atmosphere where every guest feels heard, valued, and completely at ease. From handling complex booking modifications to providing insider tips on the best local excursions or simply offering a friendly voice, your contributions will directly enhance the guest journey. We encourage a proactive approach to customer service, where you not only react to requests but also anticipate potential needs and offer solutions before they are even asked for. This role requires a keen eye for detail, the ability to multitask effectively in a fast-paced environment, and a calm demeanor under pressure. You’ll be working closely with various departments, including reservations, front office, and guest relations, to ensure seamless communication and service delivery across the board. Our commitment to continuous improvement means you’ll also have opportunities to provide feedback and contribute to enhancing our customer service processes. If you are ready to make a significant impact on our guests’ experiences and grow your career in a supportive, beautiful setting, this role is for you.
Key Responsibilities
- Respond promptly and professionally to guest inquiries via phone, email, and in-person.
- Assist guests with bookings, modifications, cancellations, and special requests.
- Provide comprehensive information about hotel services, facilities, local attractions, and events.
- Proactively identify and resolve guest concerns and complaints with empathy and efficiency.
- Collaborate with other departments (e.g., Reservations, Front Office, Housekeeping) to ensure seamless service delivery.
- Maintain accurate records of guest interactions and transactions.
- Process payments and handle financial transactions securely.
- Contribute to a positive and welcoming atmosphere for all guests and colleagues.
- Stay updated on hotel policies, promotions, and local events to provide accurate information.
Required Skills
- Minimum of 1 year experience in a customer service role, preferably in hospitality.
- Excellent verbal and written communication skills in English.
- Proven ability to resolve conflicts and handle difficult situations with diplomacy.
- Strong organizational and multitasking abilities.
- Proficiency in using computer systems and reservation software.
- A positive attitude and a genuine passion for helping people.
- Ability to work flexible schedules, including evenings, weekends, and public holidays.
Preferred Qualifications
- Diploma or degree in Hospitality Management or a related field.
- Fluency in Swahili or other international languages (e.g., French, German, Italian).
- Experience with Property Management Systems (PMS) like Opera, Fidelio, or similar.
- Knowledge of Zanzibar's tourism landscape and local attractions.
Perks & Benefits
- Competitive salary package.
- Opportunities for professional growth and development.
- A vibrant and supportive team environment.
- Complimentary meals during shifts.
- Employee discounts on hotel services.
- Working in a beautiful beachfront location in Zanzibar.
- Health benefits package (details provided upon offer).
How to Apply
Ready to make a difference in a world-class hospitality environment? We invite you to bring your passion for service to Z Hotel. Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!