Guest Relations Specialist

About the role

The Guest Relations Specialist joins Kai Zanzibar Hotel & Spa in Nungwi to deliver a seamless, luxury experience for every guest from arrival to departure. This full‑time, on‑site position focuses on warm hospitality, attentive service, and meticulous attention to detail.

Key responsibilities

• Welcome guests and manage efficient check‑in and check‑out processes.
• Respond promptly to guest inquiries and coordinate special requests.
• Resolve concerns quickly while maintaining a professional demeanor.
• Communicate with housekeeping, food & beverage, spa, and other departments to ensure smooth service delivery.
• Provide information on hotel amenities, spa treatments, and local attractions.
• Support upselling of rooms, packages, and experiences.
• Maintain accurate guest records and monitor feedback.
• Contribute to a warm, polished atmosphere that reflects the hotel’s luxury standards.

Required profile

• Strong guest‑relations and customer‑experience skills with empathy and professionalism.
• Proven customer‑service and communication abilities in English, both verbal and written.
• Sales mindset to promote hotel services and special packages.
• Previous experience in hospitality, front office, or a guest‑facing role.
• Calm under pressure, capable of handling complaints constructively.
• Excellent organizational skills, attention to detail, and multitasking ability.
• Proficiency with reservation systems or hotel‑management software.
• High level of personal presentation and willingness to work flexible hours, including evenings, weekends, and holidays.
• Diploma or degree in Hospitality Management or related field is an advantage; additional language skills are beneficial.

Required skills

• Reservation systems or hotel‑management software proficiency.