20 Guest Experience Manager jobs in whatjobs
Job Description
Our client is seeking a passionate and experienced Guest Experience Manager to oversee and elevate the overall guest journey. This is a fully remote role, allowing you to manage operations and guest relations from anywhere in Kenya. The Guest Experience Manager will be responsible for ensuring that every guest interaction is exceptional, from initial inquiry to post-stay feedback. You will lead initiatives to enhance guest satisfaction, implement service standards, train staff on best practices, and effectively manage guest feedback and issue resolution. Your primary goal will be to create memorable experiences that foster loyalty and drive positive reviews. This role requires a deep understanding of hospitality principles, excellent interpersonal skills, and a commitment to service excellence.
Key Responsibilities:
Key Responsibilities:
- Develop and implement strategies to enhance the overall guest experience across all touchpoints.
- Oversee the guest relations team, providing leadership, training, and performance management.
- Establish and maintain high service standards for all guest interactions.
- Monitor guest feedback through various channels (surveys, online reviews, direct communication) and implement improvements.
- Effectively manage and resolve guest complaints and issues, turning potentially negative experiences into positive outcomes.
- Collaborate with other departments (e.g., F&B, operations, marketing) to ensure seamless guest experiences.
- Design and execute personalized guest experiences and special programs.
- Train staff on service etiquette, communication skills, and problem-solving techniques.
- Analyze guest satisfaction data to identify trends and areas for improvement.
- Proactively anticipate guest needs and strive to exceed expectations.
- Develop and manage budgets related to guest experience initiatives.
- Stay updated on industry trends and best practices in guest service and hospitality management.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
0
Guest Experience Manager
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a passionate and highly organized Guest Experience Manager to join their premier hospitality establishment in **Kakamega, Kakamega, KE**. This role is pivotal in ensuring every guest receives exceptional service, creating memorable experiences, and fostering a welcoming atmosphere. You will be responsible for overseeing front-of-house operations, managing guest relations, and training staff to uphold the highest standards of hospitality. The ideal candidate possesses a keen eye for detail, outstanding interpersonal skills, and a genuine desire to exceed guest expectations.
Key Responsibilities:
Key Responsibilities:
- Oversee daily operations of the front desk, concierge, and bell services to ensure smooth and efficient guest service.
- Develop and implement strategies to enhance guest satisfaction and loyalty.
- Train and motivate front-of-house staff, providing continuous feedback and performance evaluations.
- Handle guest inquiries, requests, and complaints with professionalism and a solutions-oriented approach.
- Ensure all guest rooms and public areas meet high standards of cleanliness and presentation.
- Collaborate with other departments (e.g., F&B, Housekeeping) to ensure a cohesive guest experience.
- Manage guest feedback systems, analyzing reviews and implementing necessary improvements.
- Assist in the planning and execution of special events and promotions.
- Maintain a thorough knowledge of local attractions and services to provide informed recommendations to guests.
- Monitor inventory of guest supplies and amenities, ensuring adequate stock levels.
- Uphold the brand's reputation for excellence in hospitality.
- Adhere to all company policies, procedures, and safety regulations.
- Proven experience (3+ years) in a supervisory or management role within the hospitality industry.
- Strong understanding of hotel operations, including front desk, reservations, and guest services.
- Excellent leadership, communication, and problem-solving skills.
- Proficiency in property management systems (PMS) and reservation software.
- A customer-centric approach with a passion for delivering outstanding service.
- Ability to remain calm and effective under pressure.
- Flexibility to work varying shifts, including evenings, weekends, and holidays.
- Knowledge of local area attractions and activities is a plus.
- A diploma or degree in Hospitality Management or a related field is preferred.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
1
Guest Experience Manager
Posted 8 days ago
Job Viewed
Job Description
Our client is looking for an exceptional Guest Experience Manager to elevate the standards of service within their renowned hospitality establishment. This role requires a passionate individual dedicated to creating memorable and seamless experiences for all guests. You will be responsible for overseeing front-of-house operations, ensuring exceptional customer service delivery, and managing a team of hospitality professionals. A key focus will be on anticipating guest needs, resolving any issues promptly and effectively, and continuously seeking opportunities to enhance the overall guest journey. You will work closely with various departments, including food and beverage, housekeeping, and events, to ensure a cohesive and high-quality guest experience. Developing and implementing service standards, training staff, and gathering guest feedback will be crucial aspects of this position. The ideal candidate will possess a strong understanding of luxury hospitality operations and a proven ability to lead and motivate a team. Key responsibilities include: managing daily front-of-house operations, including check-in/check-out, concierge services, and guest relations; ensuring all staff uphold the highest standards of service and professionalism; proactively addressing and resolving guest complaints and concerns to ensure satisfaction; implementing and monitoring guest satisfaction initiatives; training and developing front-desk and guest relations staff; collaborating with other departments to ensure seamless service delivery; managing guest feedback and implementing service improvements; maintaining a strong knowledge of local attractions and services to assist guests. The successful candidate will have a Bachelor's degree in Hospitality Management or a related field, or equivalent professional experience. A minimum of 5 years of progressive experience in hospitality management, with a strong emphasis on guest relations and service delivery, is required. Excellent interpersonal and communication skills, along with strong problem-solving abilities, are essential. A proactive and guest-centric approach is paramount. This position is based in **Nairobi, Nairobi, KE**, with a hybrid work arrangement.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
2
Guest Experience Manager
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking an enthusiastic and dedicated Guest Experience Manager to oversee the guest services department at their premier hospitality establishment. This role is crucial in ensuring every guest receives an exceptional and memorable experience from arrival to departure. You will be responsible for leading a team of guest service professionals, setting high standards for service delivery, and implementing strategies to enhance guest satisfaction and loyalty. Key duties include training and mentoring staff, managing guest feedback and resolving complaints with professionalism and efficiency, and developing and executing initiatives to elevate the overall guest journey. The ideal candidate will possess a deep understanding of the hospitality industry, excellent interpersonal and communication skills, and a genuine passion for service excellence. A proactive approach to identifying and addressing guest needs, coupled with a strong ability to motivate and manage a team, is essential. You will also collaborate with other departments to ensure seamless operations and consistent service quality across the property. Experience in a similar role within the hotel or tourism sector is a strong advantage. This position requires strong organizational skills and the ability to work effectively in a fast-paced environment. A Bachelor's degree in Hospitality Management or a related field is preferred. Join our client's team and contribute to creating unforgettable experiences for their valued guests in Machakos, Machakos, KE .
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
3
Guest Experience Manager
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and customer-focused Guest Experience Manager to oversee and elevate the hospitality services provided. This role requires a blend of in-person leadership and remote strategic planning to ensure unparalleled guest satisfaction across all touchpoints. You will be responsible for developing and implementing strategies to enhance the overall guest journey, from initial booking to post-stay engagement. The ideal candidate will have a passion for hospitality, a keen understanding of customer service excellence, and a proven ability to manage teams effectively. Your responsibilities will include training and motivating front-line staff, monitoring service quality, and resolving guest issues with professionalism and efficiency. You will also analyze guest feedback, identify areas for improvement, and implement initiatives to enhance guest loyalty and repeat business. This role involves collaborating with various departments, including operations, marketing, and sales, to ensure a consistent and high-quality guest experience. The ability to analyze operational data and identify opportunities for service optimization is crucial. You will also be involved in developing and managing budgets related to guest services and amenities. The hybrid nature of this role allows for a balance between on-site engagement and remote work, providing flexibility while maintaining essential operational oversight. Our client values a proactive approach to service delivery and expects the Guest Experience Manager to be a champion for exceptional customer care. This position offers a unique opportunity to shape the guest experience in a reputable hospitality establishment, fostering positive relationships and ensuring memorable stays. You will be empowered to innovate and implement new service standards that align with industry best practices. Strong communication, problem-solving, and interpersonal skills are essential for success in this role. The ability to adapt to changing guest needs and operational demands is also paramount. You will be a key point of contact for ensuring the highest standards of service are consistently met, contributing directly to the success and reputation of the business.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
4
Guest Experience Manager
Posted 6 days ago
Job Viewed
Job Description
Our client, a renowned leader in the hospitality sector, is seeking a dedicated and innovative Guest Experience Manager to lead their remote guest services team. This position is crucial for ensuring exceptional customer satisfaction and fostering loyalty among guests. As a fully remote role, you will leverage technology and communication tools to oversee guest relations, resolve issues, and enhance the overall guest journey from anywhere.
Responsibilities:
Responsibilities:
- Develop and implement strategies to elevate the guest experience across all touchpoints, from booking to post-stay follow-up.
- Lead and manage a remote team of guest relations professionals, providing guidance, training, and performance feedback.
- Monitor guest feedback from various channels (surveys, reviews, social media) and identify areas for improvement.
- Proactively address and resolve guest complaints and issues with professionalism and efficiency, ensuring a satisfactory resolution.
- Collaborate with other departments (e.g., F&B, Housekeeping, Front Desk) to ensure seamless service delivery.
- Create and maintain guest profiles, personalizing experiences and building lasting relationships.
- Develop and implement standard operating procedures (SOPs) for guest services to ensure consistency and quality.
- Analyze guest data to identify trends and insights that can inform service improvements and business decisions.
- Manage the guest feedback system, ensuring timely responses and follow-ups.
- Stay updated on industry best practices and emerging trends in guest experience management.
- Contribute to the development of training materials for new and existing staff on guest service standards.
- Champion a guest-centric culture within the organization, inspiring colleagues to prioritize guest satisfaction.
- Handle special requests and VIP guest arrangements with meticulous attention to detail.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum of 5 years of experience in guest relations, customer service management, or a similar role within the hospitality industry.
- Proven ability to manage and lead remote teams effectively.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in using CRM software and guest management systems.
- Ability to remain calm and professional under pressure.
- Demonstrated ability to work independently and as part of a remote team.
- Experience in developing and implementing customer service strategies.
- A passion for delivering outstanding guest experiences.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
5
Guest Experience Manager
Posted 3 days ago
Job Viewed
Job Description
Our client, a renowned hospitality group recognized for its exceptional service standards, is seeking a proactive and detail-oriented Guest Experience Manager to join their fully remote operational team. This role is integral to ensuring that every guest receives an outstanding and personalized experience, whether planning their trip or enjoying services remotely. You will be responsible for developing and implementing strategies to enhance guest satisfaction, manage online feedback and reviews, and train remote staff on service excellence. The ideal candidate possesses a deep passion for hospitality, outstanding communication skills, and a proven ability to anticipate and fulfill guest needs in a virtual setting. Your focus will be on crafting memorable interactions and ensuring consistent service quality across all touchpoints.
Key Responsibilities:
Key Responsibilities:
- Develop and implement innovative strategies to elevate the overall guest experience.
- Monitor and respond to online guest reviews and feedback across various platforms.
- Manage guest relations and resolve service issues promptly and effectively.
- Create and deliver training programs for remote staff focused on service standards and guest engagement.
- Analyze guest feedback data to identify areas for improvement and implement necessary changes.
- Collaborate with marketing and operations teams to enhance guest communication and satisfaction.
- Develop personalized guest itineraries and special requests.
- Ensure adherence to brand standards and service excellence guidelines.
- Stay informed about industry trends and best practices in guest experience management.
- Proactively identify opportunities to create memorable moments for guests.
- Maintain detailed guest records and preferences for future engagements.
- Champion a guest-centric culture within the remote team.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum of 5 years of experience in guest services, customer relations, or a related role within the hospitality and tourism industry.
- Proven track record of enhancing guest satisfaction and service quality.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong understanding of online reputation management and social media engagement.
- Ability to work independently and manage multiple tasks in a remote environment.
- Proficiency in CRM systems and guest management software is a plus.
- A proactive approach to anticipating and exceeding guest expectations.
- Strong organizational skills and attention to detail.
- Passion for creating exceptional travel and leisure experiences.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Guest experience manager Jobs in Kenya !
6
Guest Experience Manager
Posted 4 days ago
Job Viewed
Job Description
Our client, a prestigious hospitality group, is seeking a dedicated and enthusiastic Guest Experience Manager to elevate the service standards at their flagship establishment. This role is crucial in shaping memorable experiences for all guests, ensuring their satisfaction from arrival to departure. The ideal candidate will have a profound understanding of hospitality operations, exceptional interpersonal skills, and a genuine passion for service excellence. You will be responsible for developing and implementing strategies to enhance guest satisfaction, resolving guest issues with professionalism and efficiency, and training front-line staff on best practices in customer service. Your duties will include monitoring guest feedback across various channels, identifying areas for improvement, and proactively addressing any concerns to maintain the highest levels of service quality. You will work closely with department heads, including F&B, Housekeeping, and Front Office, to ensure a cohesive and seamless guest journey. A key aspect of this role involves leading a team of service professionals, fostering a positive and motivating work environment, and ensuring consistent delivery of exceptional service. The Guest Experience Manager will also be involved in creating special guest programs and personalized experiences to cater to diverse needs and preferences. Strong leadership, communication, and problem-solving skills are essential. The ability to remain calm and composed under pressure, and to make sound decisions in fast-paced situations, is paramount. You will be instrumental in upholding and enhancing the reputation of the establishment as a premier destination for discerning travelers. This hybrid role requires a commitment to being present on-site to directly oversee operations and engage with guests, while also offering flexibility for strategic planning and administrative tasks. Your contributions will directly impact guest loyalty and drive positive reviews.
Location: Embu, Embu, KE
Location: Embu, Embu, KE
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
7
Job Description
Our client, a renowned luxury resort in the picturesque region of Naivasha, is seeking an exceptional Guest Experience Manager to lead their team and ensure unparalleled service delivery. This is a critically important on-site role focused on curating memorable experiences for every guest. The Guest Experience Manager will be responsible for overseeing all guest touchpoints, from pre-arrival communication to post-stay follow-up. You will lead a dedicated team of front-of-house staff, empowering them to anticipate guest needs, resolve issues proactively, and create moments of delight. The ideal candidate possesses a deep passion for hospitality, exceptional leadership skills, and a meticulous attention to detail. You will play a vital role in upholding and elevating the resort's reputation for excellence and driving guest satisfaction and loyalty. This position requires a hands-on approach and a strong presence within the resort premises.
Key Responsibilities:
Key Responsibilities:
- Oversee the daily operations of the front desk, concierge, and guest relations departments to ensure seamless service delivery.
- Develop and implement service standards and training programs to enhance guest satisfaction.
- Actively engage with guests to solicit feedback, address concerns, and resolve issues promptly and effectively.
- Monitor online reviews and social media channels, responding professionally and implementing necessary service improvements.
- Create and manage personalized guest experiences, anticipating needs and exceeding expectations.
- Collaborate with other departments (e.g., Food & Beverage, Housekeeping, Events) to ensure a cohesive and positive guest journey.
- Train, mentor, and motivate the guest-facing teams to achieve service excellence.
- Manage guest complaints and service recovery efforts with empathy and efficiency.
- Develop and implement strategies to increase guest loyalty and repeat business.
- Maintain up-to-date knowledge of local attractions and activities to provide informed recommendations to guests.
- Analyze guest feedback and operational data to identify trends and opportunities for service enhancement.
- Ensure the resort's ambiance and presentation reflect the highest standards of luxury and comfort.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum of 5 years of progressive experience in guest services, front office management, or a related role within the luxury hospitality sector.
- Proven track record of exceptional leadership and team management skills.
- Extensive knowledge of hotel operations and best practices in guest relations.
- Excellent communication, interpersonal, and problem-solving abilities.
- Proficiency in property management systems (PMS) and customer relationship management (CRM) software.
- A passion for delivering outstanding customer service and creating memorable experiences.
- Ability to remain calm and effective under pressure.
- Strong organizational and time-management skills.
- Flexibility to work varied shifts, including evenings, weekends, and holidays, as required.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
8
Job Description
Our client, a leading entity in the hospitality sector, is searching for an exceptional Guest Experience Manager. This role is fully remote, allowing you to manage guest relations and satisfaction from anywhere. You will be the champion of superior guest service, developing and implementing strategies to enhance the overall guest journey and foster loyalty. Your responsibilities will include overseeing guest feedback mechanisms, analyzing service trends, and identifying areas for improvement. You will train and mentor front-line staff on service excellence standards and ensure consistent delivery of high-quality experiences. This position requires a proactive approach to problem-solving, addressing guest concerns with empathy and efficiency. You will work closely with various departments, including operations, sales, and marketing, to align service initiatives with business goals. Experience in luxury hospitality, with a proven track record of exceeding guest expectations, is highly desirable. A strong understanding of customer service principles, communication techniques, and conflict resolution is essential. This is a remote opportunity to significantly influence guest satisfaction and operational standards for our client. While the business operations are centered around **Nakuru, Nakuru, KE**, your role will be performed entirely remotely, providing flexibility and autonomy. If you are passionate about creating memorable experiences and driving excellence in hospitality, we encourage you to apply.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
9