Twalumba Resort and Hotels is a leading player in the hospitality industry, known for innovation, Excellence and Comfort. We are looking for a dynamic and detail-oriented Business and Research Analyst to join our team and support data-driven decision-making to improve Customer Satisfaction and customer experience.

Key Responsibilities:

• Collecting and Analyzing Customer Feedback.
• Developing Customer Satisfaction Metrics.
• Conducting Guest Experience Research.
• Supporting Service Improvement Initiatives.
• Create Reports and Dashboards.
• Evaluate Loyalty Programs.
• Collaborate with Frontline Teams.
• Track Impact of Changes on Guest Satisfaction.
• Stay Updated on Industry Best Practices.

Minimum Requirements:

• Diploma or Bachelor’s degree in Hospitality Management, Business Management, Economics, or in any related field Certified by Zambian Qualifications Authority (ZQA).
•  2 years proven experience in the Hospitality industry, business analysis, market research, or in any related role.
• Proficiency in data analysis tools.
• Excellent analytical and problem-solving abilities.
• Ability to work independently.
•  Excellent Interpersonal Skills.