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About the Organisation
TUI Group is the world’s leading integrated tourism business, operating across more than 100 destinations worldwide. TUI Hotels & Resorts manages over 400 hotel properties under 12 core brands, ranging from budget-friendly to luxury. The Mora Zanzibar, part of TUI’s luxury hotel brand, is a 5-star resort located in Matemwe, Zanzibar, delivering world-class hospitality and unforgettable guest experiences.
Hotel Guest Experience Manager job at TUI Hotels & Resorts – The Mora Zanzibar | Apply Now
Zanzibar, Tanzania
Are you looking for Hospitality jobs in Tanzania 2025 today? then you might be interested in Hotel Guest Experience Manager job at TUI Hotels & Resorts – The Mora Zanzibar
Full Time
Deadline:
24 Aug 2025
Job Title
Hotel Guest Experience Manager job at TUI Hotels & Resorts – The Mora Zanzibar
TUI Hotels & Resorts – The Mora Zanzibar
Job Description
The Guest Experience Manager will lead efforts to create a seamless and memorable stay for all hotel guests. This includes coordinating across departments to ensure smooth service delivery, managing guest feedback and reviews, and fostering loyalty through personalized engagement. The manager will also supervise and train front desk and concierge staff, resolve conflicts, implement strategies for guest satisfaction, and organize special events to enhance guest experiences. The role requires strong leadership, problem-solving abilities, and excellent communication skills to uphold The Mora Zanzibar’s reputation as a premier luxury destination.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Ensure guests receive personalized, high-quality service throughout their stay.
Address guest concerns, requests, and complaints promptly and effectively.
Coordinate with hotel departments to guarantee smooth operations.
Supervise, train, and mentor Guest Service Representatives and concierge staff.
Monitor guest reviews and respond on social media and feedback platforms.
Manage guest records, preferences, and loyalty programs.
Build and maintain relationships with repeat customers and VIP guests.
Plan and execute special events to enhance guest experiences.
Implement service improvement strategies based on guest data analysis.
Ensure compliance with TUI Hotels & Resorts brand standards and policies.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor’s degree in Hospitality Management or related field preferred.
3–5 years of managerial experience in hospitality or guest service.
Excellent written and verbal communication skills in English; knowledge of other European languages is an advantage.
Strong interpersonal, leadership, and organizational skills.
Proven ability to manage teams, delegate tasks, and resolve conflicts.
Attention to detail and commitment to service quality.
Ability to work in a fast-paced environment and manage multiple priorities.
