2,811 Director Of Guest Experience jobs in Kenya
Remote Hotel Operations Manager - Guest Experience
Posted 11 days ago
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Job Description
Our client is seeking a proactive and guest-focused Remote Hotel Operations Manager to oversee key operational aspects of their hospitality services. This role is fully remote, allowing you to drive exceptional guest experiences and operational efficiency from anywhere. You will be responsible for managing front desk operations, ensuring seamless check-in/check-out processes, and coordinating with housekeeping and maintenance departments to maintain high standards of cleanliness and property upkeep. The ideal candidate possesses a strong understanding of hotel management software, excellent leadership abilities, and a passion for service excellence. You will handle guest inquiries, resolve complaints efficiently, and implement strategies to enhance guest satisfaction and loyalty. Key responsibilities include staff training and supervision, performance management, and ensuring adherence to company policies and procedures. This role involves optimizing operational workflows, managing inventory for guest amenities, and contributing to budget management. Experience in a supervisory or management role within the hospitality industry is essential. You must possess outstanding communication and problem-solving skills, with the ability to remain calm and effective under pressure. This remote position requires strong organizational skills and the ability to work independently.
Responsibilities:
Responsibilities:
- Oversee daily hotel operations, including front desk, housekeeping, and guest services.
- Ensure a consistently high standard of guest service and satisfaction.
- Manage and train front desk staff, fostering a positive and productive work environment.
- Handle guest inquiries, requests, and resolve complaints promptly and professionally.
- Implement and enforce hotel policies and procedures to maintain operational efficiency.
- Monitor and manage guest feedback, taking action to address areas for improvement.
- Coordinate with housekeeping and maintenance teams to ensure property upkeep and cleanliness.
- Manage room inventory and availability using the hotel management system.
- Contribute to budget planning and cost control initiatives.
- Develop and implement strategies to enhance guest loyalty and repeat business.
- Analyze operational data to identify trends and opportunities for improvement.
- Ensure compliance with health, safety, and security regulations.
- Proven experience in hotel management or a similar hospitality leadership role.
- Strong knowledge of hotel operations, including front desk, F&B, and housekeeping.
- Proficiency with hotel management software (PMS) systems.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to resolve customer issues effectively and professionally.
- Strong organizational and time management abilities.
- Ability to work independently and as part of a remote team.
- A passion for providing outstanding guest experiences.
- Bachelor's degree in Hospitality Management or a related field, or equivalent experience.
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Executive Guest Experience Manager (Remote)
Posted 9 days ago
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Job Description
Our client, a leader in the luxury hospitality sector, is seeking an exceptional Executive Guest Experience Manager to elevate the standards of guest satisfaction. This is a fully remote role, offering a unique opportunity to shape unparalleled guest journeys from anywhere in Kenya. You will be responsible for conceptualizing, developing, and implementing innovative strategies to ensure every guest has a memorable and exceptional experience. This includes overseeing all guest touchpoints, from pre-arrival communication to post-stay engagement. You will analyze guest feedback data to identify areas for improvement and implement service enhancements that exceed expectations. The ideal candidate possesses a profound passion for service excellence, a keen eye for detail, and a proven ability to inspire and lead teams to deliver consistently outstanding service. You will collaborate closely with various departments, including operations, marketing, and sales, to ensure a seamless and cohesive guest experience. Responsibilities include developing and maintaining service standards, training staff on service protocols, and managing guest relations to resolve any issues promptly and effectively. You will also be responsible for staying abreast of industry trends and best practices in guest experience management. This role requires strong leadership, communication, and problem-solving skills, with a strategic mindset focused on continuous improvement. This is a remarkable chance to influence guest loyalty and brand reputation within the vibrant hospitality industry. While this role is fully remote, the company maintains a strong connection to the beautiful coastal city of Mombasa, Mombasa, KE , and encourages remote professionals to contribute to its legacy of world-class hospitality.
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Remote Hotel Operations Manager - Guest Experience Focus
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking an experienced and customer-focused Remote Hotel Operations Manager to oversee the guest experience and operational standards for their properties. This is a unique, fully remote role where you will leverage technology and strong communication skills to manage and improve hotel operations remotely. You will be responsible for ensuring exceptional guest satisfaction, optimizing operational efficiency, and maintaining brand standards across various locations, all from your home office. Your leadership will be key in guiding on-site teams and implementing strategic initiatives.
Key Responsibilities:
Key Responsibilities:
- Develop and implement strategies to enhance guest satisfaction and loyalty.
- Oversee daily hotel operations remotely, ensuring seamless service delivery.
- Monitor key performance indicators (KPIs) such as occupancy rates, guest reviews, and operational costs.
- Collaborate with on-site teams to train staff on service standards, operational procedures, and safety protocols.
- Manage online reputation and respond to guest feedback across various review platforms.
- Implement and enforce hotel policies and procedures to ensure consistency and quality.
- Analyze operational data to identify trends, inefficiencies, and areas for improvement.
- Support revenue management strategies and contribute to sales and marketing efforts.
- Manage vendor relationships and ensure compliance with contracts.
- Develop and manage departmental budgets, controlling costs effectively.
- Ensure compliance with health, safety, and sanitation regulations.
- Communicate effectively with property owners, management, and staff through various digital channels.
- Lead remote problem-solving and decision-making for operational challenges.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 5 years of experience in hotel management or operations, with a strong emphasis on guest services.
- Proven experience in managing teams and operations remotely or with significant virtual oversight.
- Excellent understanding of hotel operations, including front desk, housekeeping, F&B, and maintenance.
- Strong analytical and problem-solving skills.
- Proficiency in hotel management software (PMS) and online travel agencies (OTAs).
- Exceptional communication, leadership, and interpersonal skills.
- Ability to work independently, manage time effectively, and adapt to a fast-paced remote environment.
- Knowledge of budgeting and financial management.
- Customer-centric approach with a passion for delivering outstanding guest experiences.
- This position is fully remote and requires a dedicated home office with reliable internet connectivity.
This advertiser has chosen not to accept applicants from your region.
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Remote Hotel Operations Manager - Guest Experience Lead
Posted 21 days ago
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Job Description
Our client is seeking a dynamic and experienced Remote Hotel Operations Manager to oversee and enhance the guest experience and operational efficiency of their hospitality establishments. This is a unique, fully remote opportunity, allowing you to leverage your expertise in hotel management without being tied to a physical location. The ideal candidate will have a deep understanding of hotel operations, a passion for exceptional customer service, and a proven ability to lead and motivate teams remotely. You will be responsible for ensuring that all aspects of guest services and back-of-house operations meet the highest standards.
Responsibilities:
Responsibilities:
- Oversee daily hotel operations, ensuring seamless service delivery across all departments.
- Develop and implement strategies to enhance guest satisfaction and loyalty.
- Manage staff performance, providing training, coaching, and feedback to ensure high standards of service.
- Monitor and manage departmental budgets, controlling costs and maximizing revenue.
- Ensure compliance with all health, safety, and sanitation regulations.
- Handle guest complaints and resolve issues promptly and professionally.
- Collaborate with marketing and sales teams to drive occupancy rates and revenue.
- Implement and maintain operational policies and procedures.
- Conduct regular quality audits of hotel services and facilities.
- Utilize technology and data analytics to identify operational improvements and trends.
- Foster a positive and productive work environment for all staff.
- Manage relationships with vendors and suppliers.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- 5+ years of progressive experience in hotel management, with a strong focus on operations.
- Proven track record of successfully managing hotel operations and improving guest satisfaction scores.
- Excellent leadership, communication, and interpersonal skills.
- Strong understanding of hotel operational systems (PMS, POS).
- Experience in budgeting, financial management, and cost control.
- Ability to think strategically and implement effective operational solutions.
- Proficiency in using standard office software and hotel management platforms.
- Must be a self-starter, highly organized, and able to manage multiple priorities in a remote setting.
- Demonstrated ability to lead and motivate a distributed team effectively.
- A passion for delivering exceptional guest experiences is essential.
This advertiser has chosen not to accept applicants from your region.
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Remote Luxury Hotel Operations Manager - Guest Experience Focus
Posted 20 days ago
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Job Description
Our client, a distinguished name in the luxury hospitality sector, is seeking an experienced and guest-centric Remote Operations Manager to oversee key operational aspects of their high-end hotel properties. In this dynamic role, you will be responsible for ensuring the seamless delivery of exceptional guest experiences, maintaining operational excellence, and driving profitability, all while working remotely. Your duties will include managing various hotel departments such as front desk, housekeeping, and food & beverage, ensuring adherence to service standards, implementing operational policies, and optimizing resource allocation. You will leverage technology to monitor performance, conduct virtual staff training, and manage guest feedback to continuously improve service quality. The ideal candidate possesses a deep understanding of luxury hospitality operations, exceptional leadership capabilities, and a proven ability to inspire and motivate remote teams. Strong analytical and problem-solving skills are essential for identifying operational challenges and implementing effective solutions. Excellent communication and interpersonal skills are critical for liaising with hotel staff, management, and potentially guests, ensuring a cohesive and positive operational environment. We are looking for a proactive, detail-oriented individual with a passion for hospitality and a commitment to exceeding guest expectations. This remote-first position offers significant flexibility and the opportunity to influence the guest experience across multiple properties. Your ability to maintain high standards, manage budgets effectively, and foster a culture of service excellence will be paramount. The successful candidate will be instrumental in upholding our client's reputation for world-class service and operational efficiency.
Key Responsibilities:
Key Responsibilities:
- Oversee daily operations of various hotel departments, ensuring high standards of service.
- Develop and implement operational policies and procedures to enhance efficiency and guest satisfaction.
- Manage departmental budgets, controlling costs and optimizing revenue generation.
- Monitor operational performance using key metrics and data analytics.
- Lead and motivate remote teams, providing guidance, training, and performance feedback.
- Address and resolve guest concerns promptly and effectively.
- Ensure compliance with health, safety, and hygiene regulations.
- Collaborate with other department heads to ensure seamless guest experiences.
- Implement strategies to improve operational workflows and resource utilization.
- Conduct regular virtual performance reviews and operational audits.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 5-7 years of progressive experience in hotel operations management, preferably in the luxury segment.
- Proven track record of successfully managing multiple hotel departments.
- Strong understanding of hotel operations, including front office, housekeeping, and F&B.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in hotel management software and virtual collaboration tools.
- Strong financial acumen and budget management skills.
- Ability to work independently, make sound decisions, and manage time effectively in a remote setting.
- Demonstrated commitment to delivering exceptional guest service.
- Experience with performance management and staff development.
This advertiser has chosen not to accept applicants from your region.
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Remote Senior Hotel Operations Manager - Guest Experience
Posted 20 days ago
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Job Description
Our client, a prestigious hospitality group, is seeking a highly motivated and experienced Senior Hotel Operations Manager to oversee and enhance guest experiences across multiple properties, operating in a fully remote capacity. This role is pivotal in ensuring exceptional service standards, operational efficiency, and guest satisfaction from a distance. You will be responsible for developing and implementing strategic operational plans, managing departmental budgets, and driving revenue growth. Key responsibilities include setting and maintaining high standards of service excellence, overseeing staff training and development programs, and implementing innovative guest engagement initiatives. You will analyze performance metrics, identify areas for improvement, and collaborate with on-site management teams to implement best practices. The successful candidate will possess a deep understanding of hotel operations, including front desk, housekeeping, food and beverage, and event management. Strong leadership, communication, and problem-solving skills are essential, particularly in a remote setting where proactive engagement and clear communication are paramount. This role demands an individual with a keen eye for detail, a passion for hospitality, and the ability to motivate and inspire teams remotely. You will be instrumental in shaping the guest journey and ensuring a consistently positive and memorable experience for all visitors. This is an exciting opportunity for a seasoned hospitality professional to contribute to a renowned brand and drive operational excellence across diverse locations, all from the comfort of your remote workspace.
This advertiser has chosen not to accept applicants from your region.
5
Remote Hospitality Manager - Guest Experience
Posted 10 days ago
Job Viewed
Job Description
Our client is looking for an exceptional and experienced Remote Hospitality Manager to oversee and enhance guest experiences for their diverse portfolio of properties. In this fully remote role, you will be responsible for developing and implementing strategies to ensure outstanding service delivery, guest satisfaction, and operational efficiency across all guest-facing aspects of the hospitality operations. Your duties will include setting service standards, training remote staff on best practices, managing online reviews and feedback, and developing loyalty programs. You will collaborate with marketing teams to create compelling guest experiences and with operations teams to ensure smooth service delivery. The ideal candidate will have a profound understanding of the hospitality industry, with a proven track record in guest relations, service management, and operational oversight. Strong leadership and communication skills are essential, as you will be motivating and guiding teams from a distance. Experience with property management systems (PMS) and customer relationship management (CRM) software is highly desirable. You will be adept at problem-solving and finding innovative solutions to guest service challenges. This is a 100% remote position, offering the flexibility to work from anywhere in Kenya. We are seeking an individual with a passion for hospitality, a commitment to excellence, and the ability to maintain high standards in a virtual environment. A Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred, coupled with a minimum of 6 years of progressive experience in the hospitality sector, including supervisory or management roles. You will be responsible for analyzing guest feedback to identify areas for improvement and implementing service recovery strategies. Your ability to foster a positive and guest-centric culture remotely will be key to your success. This role requires a proactive, organized, and highly adaptable professional who can thrive in an independent, remote work setting. The opportunity to shape exceptional guest journeys and contribute to the reputation of premier hospitality offerings makes this a unique and exciting career prospect for a seasoned hospitality professional. You will be a vital link in ensuring a consistent and superior guest experience, regardless of physical location.
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6
Remote Hospitality Operations Manager - Guest Experience
Posted 20 days ago
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Job Description
Our client is seeking an experienced and dynamic Hospitality Operations Manager to oversee and enhance guest experiences across their various properties, operating entirely remotely. This is a critical role responsible for setting high standards in service delivery, operational efficiency, and overall guest satisfaction. You will be instrumental in developing and implementing strategies that ensure consistent, exceptional service, even without direct on-site presence. This requires a proactive approach, strong leadership, and excellent communication skills to effectively manage and inspire remote teams.
Key responsibilities include:
The ideal candidate will possess a Bachelor's degree in Hospitality Management or a related field, with at least 5 years of progressive experience in hospitality operations. Demonstrated experience in managing remote teams and operations is essential. You should have a deep understanding of the hospitality industry, exceptional problem-solving skills, and a keen eye for detail. Strong leadership, communication, and interpersonal skills are crucial for motivating and guiding staff from a distance. A passion for delivering outstanding guest experiences and a commitment to operational excellence are paramount. This role offers a unique opportunity to shape the guest journey and operational success of a growing hospitality brand from a remote vantage point.
While this role is remote, it is dedicated to optimizing the hospitality operations and guest services in and aroundThika, Kiambu, KE .
Key responsibilities include:
- Developing and implementing operational standards and best practices for hospitality services.
- Managing and coordinating activities of remote staff, including front desk, housekeeping, and food & beverage teams.
- Monitoring guest feedback and reviews, identifying areas for improvement, and implementing service recovery strategies.
- Overseeing operational budgets and managing resource allocation for remote sites.
- Ensuring compliance with health, safety, and hygiene regulations across all properties.
- Developing and delivering training programs for staff to enhance service quality and operational skills.
- Collaborating with marketing and sales teams to support promotional activities and guest engagement.
- Implementing technology solutions to streamline operations and improve efficiency.
- Conducting remote performance evaluations and providing constructive feedback to team members.
- Maintaining strong relationships with vendors and suppliers to ensure efficient service delivery.
The ideal candidate will possess a Bachelor's degree in Hospitality Management or a related field, with at least 5 years of progressive experience in hospitality operations. Demonstrated experience in managing remote teams and operations is essential. You should have a deep understanding of the hospitality industry, exceptional problem-solving skills, and a keen eye for detail. Strong leadership, communication, and interpersonal skills are crucial for motivating and guiding staff from a distance. A passion for delivering outstanding guest experiences and a commitment to operational excellence are paramount. This role offers a unique opportunity to shape the guest journey and operational success of a growing hospitality brand from a remote vantage point.
While this role is remote, it is dedicated to optimizing the hospitality operations and guest services in and aroundThika, Kiambu, KE .
This advertiser has chosen not to accept applicants from your region.
7
Director of Guest Experience
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking an inspirational Director of Guest Experience to elevate the service standards for their hospitality portfolio. This is a fully remote position, focused on developing and implementing strategies that create exceptional and memorable experiences for every guest. You will be responsible for defining the guest journey, identifying key touchpoints, and ensuring seamless, personalized service across all aspects of their operations. The ideal candidate will have a deep understanding of luxury hospitality, a passion for service innovation, and a proven ability to analyze guest feedback to drive continuous improvement. You will collaborate with various departments, including front office, F&B, and marketing, to foster a guest-centric culture throughout the organization. This role demands strong leadership, exceptional communication skills, and the ability to influence stakeholders at all levels.
Responsibilities:
Responsibilities:
- Develop and implement a comprehensive guest experience strategy that aligns with brand values and objectives.
- Analyze guest feedback from various channels (surveys, online reviews, direct communication) to identify areas for improvement.
- Design and refine guest journey maps, ensuring a seamless and personalized experience at every touchpoint.
- Create and deliver training programs for staff to enhance service skills and guest engagement.
- Champion a culture of exceptional service throughout the organization.
- Monitor industry best practices and emerging trends in guest experience management.
- Collaborate with marketing and operations teams to develop loyalty programs and special guest initiatives.
- Oversee the resolution of guest issues and complaints, ensuring prompt and satisfactory outcomes.
- Develop key performance indicators (KPIs) for guest satisfaction and track performance against targets.
- Report on guest experience initiatives and their impact on business objectives to senior leadership.
- Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.
- Minimum of 7 years of progressive experience in hospitality management, with a strong focus on guest relations, customer service, or experience management.
- Demonstrated success in developing and implementing guest experience strategies that have led to measurable improvements in satisfaction.
- In-depth understanding of luxury service standards and guest expectations.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional communication, presentation, and interpersonal skills.
- Proficiency in using guest feedback platforms and CRM systems.
- Ability to lead and inspire teams, foster collaboration, and drive change.
- Strong organizational and project management skills.
- This role is fully remote, with operational responsibilities pertaining to properties in **Ongata Rongai, Kajiado, KE**. The successful candidate must be adept at managing remote teams and overseeing service delivery from a distance.
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8
Director of Global Guest Experience
Posted 6 days ago
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Job Description
Our client, a renowned leader in the Hospitality & Tourism sector, is seeking an innovative and results-driven Director of Global Guest Experience to spearhead their guest-centric strategies in a fully remote capacity. This executive position will be responsible for conceptualizing, developing, and implementing world-class guest experience programs across all properties and online platforms. You will be the driving force behind enhancing guest satisfaction, fostering loyalty, and ensuring memorable experiences that align with our client's brand values. The ideal candidate will possess a comprehensive understanding of the hospitality industry, coupled with a proven track record in guest relations, service design, and customer journey mapping. You will lead a remote team of experience specialists, driving initiatives related to service standards, feedback analysis, and the implementation of innovative guest technologies. Key responsibilities include analyzing guest feedback data, identifying service Gaps, and developing actionable strategies for improvement. You will also oversee the training and development of staff globally to ensure consistent delivery of exceptional service. This is a remote-first role, demanding exceptional leadership, communication, and stakeholder management skills to collaborate effectively with operational teams and senior management worldwide. A passion for service excellence, a keen eye for detail, and the ability to inspire and motivate others are essential. The successful candidate will demonstrate strategic thinking, creativity, and a data-driven approach to enhancing the overall guest journey. This is an unparalleled opportunity to shape the future of guest experiences for a globally recognized hospitality brand and to drive significant positive impact from a remote work environment.
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