635 Executive Guest Relations Manager jobs in Kenya
Front Desk and Guest Relations Manager
Posted 18 days ago
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Job Description
Our client is looking for an experienced and personable Front Desk and Guest Relations Manager to lead our reception and guest services team at our prestigious establishment in **Kakamega, Kakamega, KE**. This role is pivotal in creating exceptional first impressions and ensuring a seamless, memorable experience for all our guests. You will be responsible for overseeing the daily operations of the front desk, managing check-ins and check-outs, handling guest inquiries and requests, and resolving any issues that may arise with professionalism and efficiency. The ideal candidate will have a strong background in hospitality management, with proven leadership skills and a passion for delivering outstanding customer service. Your responsibilities will include training and motivating front desk staff, developing and implementing service standards, managing guest feedback, and coordinating with other departments such as housekeeping, F&B, and maintenance to ensure guest satisfaction. You will also be involved in managing room inventory, rate strategies, and ensuring the smooth operation of the reception area. A keen eye for detail, excellent problem-solving abilities, and the capacity to remain calm under pressure are essential. This role requires a polished and articulate individual who can represent the company with poise and dedication. The ability to communicate effectively in English and Kiswahili is a must. We are seeking someone who can proactively anticipate guest needs and go the extra mile to exceed expectations. The Front Desk and Guest Relations Manager will also play a key role in developing and implementing loyalty programs and special packages to enhance guest retention and attract new clientele. This is an exciting opportunity for a motivated individual to take on a leadership role in a fast-paced, guest-centric environment in **Kakamega, Kakamega, KE**. You will be instrumental in shaping the guest experience from arrival to departure, ensuring every interaction is positive and professional. Experience with property management systems (PMS) is required.
Key Responsibilities:
Key Responsibilities:
- Supervise and manage all front desk operations, ensuring efficiency and professionalism.
- Train, mentor, and schedule front desk staff, fostering a positive team environment.
- Welcome guests warmly and handle check-in/check-out procedures efficiently.
- Respond promptly and courteously to guest inquiries, requests, and concerns.
- Resolve guest complaints with tact and efficiency, ensuring customer satisfaction.
- Maintain accurate guest records and manage room inventory effectively.
- Coordinate with housekeeping, maintenance, and food & beverage departments to ensure seamless guest service.
- Implement and enforce service standards and company policies.
- Manage guest feedback systems and implement improvements based on reviews.
- Develop and execute strategies to enhance guest loyalty and repeat business.
- Oversee the security and cash handling procedures at the front desk.
- Assist in the development of promotional packages and special offers for guests.
- High school diploma or equivalent; a degree in Hospitality Management or a related field is preferred.
- Minimum of 3-5 years of experience in front office operations, with at least 2 years in a supervisory or management role.
- Proven experience in customer service and conflict resolution.
- Proficiency in property management systems (PMS) and standard office software.
- Excellent communication, interpersonal, and leadership skills.
- Ability to remain calm and professional under pressure.
- Strong organizational and multitasking abilities.
- Knowledge of local attractions and services is a plus.
- Fluency in English and Kiswahili is required.
- A friendly, professional demeanor and a passion for guest satisfaction.
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Executive Guest Relations Manager
Posted 15 days ago
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Job Description
Our client is seeking an accomplished and globally-minded Executive Guest Relations Manager to lead their remote guest experience initiatives. In this fully remote position, you will be instrumental in defining and elevating the standards of guest satisfaction, ensuring seamless and memorable experiences for all clients. Your primary responsibility will be to develop and implement innovative guest relations strategies, policies, and procedures that align with our client's premium brand image. This includes overseeing all guest communications, managing feedback mechanisms, and proactively addressing any issues or concerns to ensure exceptional service recovery. You will work cross-functionally with various departments to champion a guest-centric culture throughout the organization. A key aspect of this role involves leveraging technology to enhance guest interactions, from personalized pre-arrival communications to post-stay follow-ups. You will analyze guest data to identify trends and opportunities for service improvement, presenting findings and strategic recommendations to senior management. The ability to train and mentor remote team members on best practices in hospitality and customer service will be crucial. This position requires a deep understanding of the hospitality and tourism industry, with a focus on luxury service standards. The successful candidate will be adept at managing multiple priorities in a fast-paced, remote environment, demonstrating exceptional leadership, communication, and problem-solving skills. This is an exciting opportunity to make a significant impact on guest loyalty and brand advocacy, working remotely from **Nairobi, Nairobi, KE**. A bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field, coupled with at least 7 years of progressive experience in guest relations or a senior hospitality management role, is required. Experience in a luxury or high-end service environment is highly preferred.
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Remote Executive Guest Relations Manager
Posted 3 days ago
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Job Description
Our client, a renowned hospitality group, is seeking a dedicated and polished Executive Guest Relations Manager to lead its remote guest experience initiatives. This is a unique opportunity for a seasoned professional to manage guest satisfaction and enhance service standards from a distance. You will be responsible for developing and implementing strategies to ensure exceptional guest experiences across all touchpoints, even without direct on-site presence. This role requires a deep understanding of hospitality operations, a keen eye for detail, and the ability to anticipate and respond to guest needs proactively. You will oversee a team of remote guest service associates, providing training, motivation, and performance management. Key responsibilities include developing and refining guest service protocols, managing online reputation and guest feedback channels, and identifying opportunities for service innovation. You will work closely with on-site management teams to ensure consistent service delivery and to address any guest concerns promptly and effectively. The ideal candidate will have extensive experience in luxury hotel management, with a strong focus on guest relations and service excellence. Proficiency in various CRM systems, online booking platforms, and communication tools is essential. You must be adept at fostering a positive and guest-centric culture among remote and on-site staff. This position demands excellent communication, interpersonal, and problem-solving skills. Your ability to maintain high service standards and exceed guest expectations, even in a remote setting, will be critical to your success. Responsibilities include: Designing and implementing comprehensive guest service training programs for remote teams; Monitoring and analyzing guest feedback from various sources (surveys, reviews, social media) and developing action plans; Proactively addressing guest complaints and resolving issues with professionalism and efficiency; Collaborating with marketing and sales teams to enhance the guest journey; Ensuring seamless communication and coordination between the remote guest relations team and on-site operational staff; Developing and maintaining standard operating procedures for guest services; Identifying trends in guest preferences and recommending service enhancements; Leading and motivating a remote team to achieve service excellence; Managing special requests and VIP guest arrangements; Overseeing loyalty programs and guest recognition initiatives. This role offers an exciting chance to shape the future of guest relations in the hospitality industry from a remote location, driving guest satisfaction and loyalty.
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Job Description
Our client, a vibrant and popular hotel located in a prime tourist destination, is seeking a professional and engaging Front Desk Supervisor to lead their guest reception team. This role is critical to the guest experience, acting as the first point of contact for visitors and ensuring seamless check-in and check-out processes. You will be responsible for supervising the daily operations of the front desk, including managing reservations, guest inquiries, and concierge services. Ensuring that all front desk staff provide exceptional customer service, adhering to hotel standards and procedures, is a primary duty. Training and mentoring new front desk agents, as well as providing ongoing coaching to the existing team, will be a key aspect of your leadership. You will handle guest complaints and resolve issues promptly and efficiently, escalating complex problems to management when necessary. Accurate record-keeping, including guest registration, billing, and key control, is essential. Responsibilities also include managing room inventory, coordinating with housekeeping and maintenance departments to ensure room readiness, and overseeing telephone operations.
The ideal candidate will have a proven track record in front office operations, with at least 3 years of experience in a supervisory or lead role within the hospitality industry. A strong understanding of hotel management software (PMS) and reservation systems is required. Excellent communication, interpersonal, and customer service skills are paramount. You should possess strong organizational and multitasking abilities, with meticulous attention to detail. The capacity to remain calm and professional under pressure and effectively handle challenging guest interactions is crucial. Leadership qualities, including the ability to motivate and guide a team, are essential. A passion for delivering outstanding guest experiences and a commitment to maintaining high service standards are necessary. Familiarity with local area attractions and services would be an advantage. Join our client to be an integral part of their hospitality team and contribute to memorable guest stays.
The ideal candidate will have a proven track record in front office operations, with at least 3 years of experience in a supervisory or lead role within the hospitality industry. A strong understanding of hotel management software (PMS) and reservation systems is required. Excellent communication, interpersonal, and customer service skills are paramount. You should possess strong organizational and multitasking abilities, with meticulous attention to detail. The capacity to remain calm and professional under pressure and effectively handle challenging guest interactions is crucial. Leadership qualities, including the ability to motivate and guide a team, are essential. A passion for delivering outstanding guest experiences and a commitment to maintaining high service standards are necessary. Familiarity with local area attractions and services would be an advantage. Join our client to be an integral part of their hospitality team and contribute to memorable guest stays.
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Senior Front Desk Supervisor
Posted 11 days ago
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Job Description
Our client, a prestigious hospitality establishment, is seeking a highly organized and customer-focused Senior Front Desk Supervisor for a fully remote role. This position is crucial for managing and coordinating front desk operations, ensuring exceptional guest experiences and efficient administrative support. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of hotel front office procedures and software systems. You will lead a team of front desk agents, manage reservations, handle guest inquiries, and ensure seamless check-in and check-out processes.
Responsibilities:
Qualifications:
This is a unique opportunity to contribute to exceptional guest experiences remotely, supporting operations in **Naivasha, Nakuru, KE**.
Responsibilities:
- Oversee the daily operations of the front desk, ensuring smooth and efficient guest services.
- Lead, train, and motivate the front desk team to deliver outstanding customer service.
- Manage reservations, room assignments, and guest requests with accuracy and efficiency.
- Handle guest inquiries, issues, and complaints promptly and professionally, escalating when necessary.
- Ensure all check-in and check-out procedures are conducted efficiently and according to hotel standards.
- Maintain the integrity of guest accounts and billing information.
- Generate daily reports on occupancy, revenue, and other key performance indicators.
- Implement and enforce hotel policies and procedures related to front desk operations.
- Collaborate with other hotel departments (Housekeeping, Maintenance, F&B) to ensure guest satisfaction.
- Conduct regular performance reviews and provide ongoing feedback to front desk staff.
- Stay updated on hotel services, amenities, and local attractions to assist guests.
- Contribute to creating a positive and welcoming atmosphere for all guests.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in Hospitality Management or a related field is preferred.
- Minimum of 4 years of experience in hotel front desk operations, with at least 1 year in a supervisory or lead role.
- Proven experience with Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Excellent customer service, communication, and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to work independently and manage a remote team effectively.
- Proficiency in Microsoft Office Suite.
- Knowledge of hotel operations and service standards.
- Ability to remain calm and professional under pressure.
- A positive attitude and a passion for hospitality.
This is a unique opportunity to contribute to exceptional guest experiences remotely, supporting operations in **Naivasha, Nakuru, KE**.
This advertiser has chosen not to accept applicants from your region.
4
Job Description
Our client is seeking an experienced and charismatic Hotel Front Desk Supervisor to oversee operations at a premier establishment in Kisumu. This role is essential for ensuring guests have a seamless and enjoyable experience from check-in to check-out. As the Front Desk Supervisor, you will lead a team of front desk agents, manage daily operations, and uphold the highest standards of customer service. Your responsibilities will include training and motivating the front desk team, handling guest concerns and escalations with professionalism, overseeing reservations and room assignments, and ensuring efficient check-in and check-out procedures. You will also be responsible for managing the front desk budget, monitoring inventory for front desk supplies, and collaborating with other hotel departments to ensure smooth overall service delivery. The ideal candidate possesses strong leadership skills, exceptional interpersonal abilities, and a deep understanding of hotel operations and guest relations. Previous experience in a supervisory role within the hospitality industry is required. You must be proficient in hotel management software (PMS), have excellent organizational skills, and be adept at problem-solving in a fast-paced environment. This is a non-remote position based in Kisumu, requiring flexibility in working hours, including evenings, weekends, and holidays, as operational needs dictate. You will be the face of the hotel for many guests, so a welcoming demeanor and a commitment to excellence are paramount. Join a dedicated team committed to providing outstanding hospitality and creating memorable stays for every guest.
Key Responsibilities:
Key Responsibilities:
- Supervise and manage the daily operations of the front desk.
- Lead, train, and mentor front desk staff to ensure high performance.
- Handle guest check-ins and check-outs, ensuring accuracy and efficiency.
- Address and resolve guest complaints and issues promptly and professionally.
- Manage reservations, room assignments, and special requests.
- Maintain a high standard of customer service and guest satisfaction.
- Collaborate with housekeeping, maintenance, and food & beverage departments.
- Monitor front desk performance metrics and implement improvements.
- Ensure adherence to hotel policies and procedures.
- Manage front desk supplies and assist with budgeting.
- Proven experience as a Front Desk Supervisor or similar role in the hospitality industry.
- Strong leadership and team management skills.
- Excellent customer service and communication abilities.
- Proficiency in hotel property management systems (PMS).
- Ability to work flexible hours, including nights, weekends, and holidays.
- Strong problem-solving and decision-making skills.
- Professional appearance and demeanor.
- Knowledge of local attractions and services is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Senior Front Desk Manager
Posted 3 days ago
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Job Description
Our client is seeking a dynamic and experienced Senior Front Desk Manager to oversee the reception and guest services operations at a prominent hospitality establishment in Meru, Meru, KE . This is a key role that demands exceptional organizational skills, a proactive approach to problem-solving, and a commitment to delivering unparalleled guest experiences. The successful candidate will be responsible for managing a team of front desk staff, ensuring smooth check-in and check-out processes, handling guest inquiries and complaints with professionalism and efficiency, and coordinating with other hotel departments to maintain seamless service delivery. You will also be involved in staff training and development, performance reviews, and implementing strategies to enhance guest satisfaction and loyalty. A strong understanding of hotel management systems is essential, as is the ability to work under pressure and adapt to changing demands in a fast-paced environment. This hybrid role requires a presence in the office for key operational periods and team management, with flexibility for remote oversight of administrative tasks and strategic planning. Responsibilities will include:
Qualifications:
- Leading, motivating, and managing the front desk team to achieve high performance standards.
- Ensuring all guests receive a warm welcome and efficient service throughout their stay.
- Handling reservations, cancellations, and modifications with accuracy and attention to detail.
- Resolving guest issues and complaints promptly and effectively, escalating when necessary.
- Managing the daily operations of the front desk, including cash handling and billing procedures.
- Developing and implementing service standards and training programs for front desk personnel.
- Collaborating with housekeeping, food and beverage, and maintenance departments to ensure guest satisfaction.
- Maintaining accurate guest records and hotel systems.
- Generating reports on front desk performance and identifying areas for improvement.
- Ensuring compliance with all hotel policies and procedures.
Qualifications:
- Proven experience as a Front Desk Manager or similar role in the hospitality industry.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in hotel management software (e.g., Opera, Fidelio).
- Strong problem-solving and decision-making abilities.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- A passion for customer service and creating memorable guest experiences.
- Relevant degree or diploma in Hospitality Management or a related field is preferred.
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Guest Relations Manager
Posted 22 days ago
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Job Description
Our client, a premier hospitality establishment, is seeking an experienced and charismatic Guest Relations Manager to enhance the guest experience and ensure the highest standards of service. This role involves a hybrid work model, combining on-site presence at our beautiful location in Ruiru, Kiambu, KE with remote administrative and planning duties. You will be the primary point of contact for guests, addressing their needs, resolving issues promptly and efficiently, and striving to exceed expectations at every touchpoint. This position requires exceptional interpersonal skills, a proactive attitude, and a genuine passion for creating memorable guest experiences. You will also be responsible for training and supervising the guest relations team, implementing service standards, and contributing to the overall success of the hotel.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Overseeing daily front desk operations, ensuring smooth check-in and check-out processes.
- Handling guest inquiries, requests, and complaints with professionalism and empathy, aiming for first-contact resolution.
- Developing and implementing strategies to enhance guest satisfaction and loyalty.
- Coordinating with various hotel departments (Housekeeping, F&B, Maintenance) to ensure seamless guest service delivery.
- Managing the guest feedback system, analyzing reviews, and implementing improvements based on guest suggestions.
- Leading, training, and motivating the guest relations team to maintain high service standards.
- Organizing and overseeing special events and guest activities.
- Maintaining detailed guest records and preferences to personalize future stays.
- Ensuring the lobby and reception areas are well-maintained and presentable.
- Assisting with budget management for the front office department and optimizing operational costs.
- Developing and updating standard operating procedures (SOPs) for guest services.
Qualifications:
- Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
- At least 4 years of experience in a supervisory or management role within the hospitality industry, with a strong focus on front office operations and guest relations.
- Excellent communication, negotiation, and problem-solving skills.
- Proficiency in hotel management software (e.g., Opera, Fidelio) and standard office applications.
- A polished and professional demeanor with strong leadership qualities.
- Ability to remain calm and composed under pressure.
- Flexibility to work a hybrid schedule, including some weekends and holidays.
- Fluency in English and Swahili is essential; additional languages are a plus.
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7
Guest Relations Manager - Luxury Resorts
Posted 14 days ago
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Job Description
Our client, a distinguished provider of luxury hospitality experiences, is seeking an exceptional Guest Relations Manager to elevate the guest experience. This position is fully remote, allowing you to manage guest interactions and operational oversight from any location, ensuring unparalleled service standards are met and exceeded. The ideal candidate will possess an innate understanding of luxury hospitality, exceptional interpersonal skills, and a proactive approach to anticipating and fulfilling guest needs. You will be responsible for overseeing all guest-facing operations, ensuring seamless check-ins and check-outs, managing guest feedback, resolving issues promptly, and curating personalized experiences. Your role will involve coordinating with various departments, including F&B, housekeeping, and concierge services, to guarantee a harmonious guest journey. This position demands strong leadership abilities to guide and motivate remote teams, uphold brand standards, and foster a culture of service excellence. You will utilize advanced CRM systems and communication platforms to maintain guest profiles, track preferences, and enhance service delivery. The ability to maintain composure under pressure and adapt to diverse guest expectations is paramount.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Oversee and enhance all guest-facing services to ensure a consistently exceptional experience.
- Manage the guest relations team, providing guidance, training, and performance feedback in a remote setting.
- Develop and implement service standards and procedures to uphold luxury brand positioning.
- Act as the primary point of contact for VIP guests, addressing their needs and preferences proactively.
- Handle guest complaints and concerns with professionalism, empathy, and efficiency, aiming for swift resolution.
- Monitor online reviews and guest feedback channels, implementing strategies to enhance guest satisfaction.
- Collaborate closely with F&B, housekeeping, and other departments to ensure seamless service delivery.
- Maintain detailed guest profiles and preferences in the CRM system to personalize future stays.
- Organize and oversee special events and guest activities.
- Ensure the immaculate presentation and functionality of all guest areas.
- Train and empower team members to deliver outstanding service.
- Analyze guest feedback data to identify trends and areas for improvement in service delivery.
- Support marketing efforts by ensuring a superior guest experience that encourages positive word-of-mouth and repeat bookings.
Qualifications:
- Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
- Minimum of 5 years of progressive experience in guest relations, front office management, or a similar role within the luxury hospitality sector.
- Demonstrated experience in managing remote teams or operations.
- Exceptional interpersonal, communication, and problem-solving skills.
- A genuine passion for delivering outstanding customer service and creating memorable guest experiences.
- Proficiency in hotel management software and CRM systems.
- Strong leadership abilities with the capacity to motivate and inspire a team.
- Ability to remain calm and effective under pressure.
- Excellent organizational skills and attention to detail.
- Fluency in English and other relevant languages is a strong asset.
- Understanding of luxury market trends and guest expectations.
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8
Guest Relations Manager, Luxury Hotels
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a polished and customer-centric Guest Relations Manager to lead their guest experience initiatives for their luxury hotel portfolio. This is a fully remote position, focusing on overseeing guest satisfaction strategies, training remote teams, and ensuring consistent brand standards across properties. The ideal candidate will have a passion for hospitality, exceptional communication skills, and a proven ability to anticipate guest needs and resolve issues proactively. You will be instrumental in creating memorable experiences that foster loyalty and enhance the reputation of our client's brand.
Responsibilities:
Qualifications:
Responsibilities:
- Oversee and elevate the guest experience across all properties, ensuring alignment with luxury service standards.
- Develop and implement strategies to enhance guest satisfaction, loyalty, and retention.
- Train and mentor remote front desk staff and other guest-facing teams on service excellence and brand standards.
- Handle guest inquiries, complaints, and special requests with professionalism and efficiency.
- Anticipate guest needs and proactively provide personalized service to create memorable stays.
- Monitor online reviews and social media mentions, responding appropriately and identifying areas for improvement.
- Develop and maintain strong relationships with guests, building rapport and encouraging repeat business.
- Liaise with various hotel departments (e.g., Housekeeping, F&B, Concierge) to ensure seamless guest service delivery.
- Manage guest feedback systems and analyze data to identify trends and implement service enhancements.
- Create and manage VIP guest programs and special events.
- Stay updated on luxury hospitality trends and best practices in guest relations.
- Assist in the development of service protocols and standard operating procedures.
Qualifications:
- Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
- Minimum of 4-6 years of experience in guest relations, front office management, or a similar role in the luxury hospitality sector.
- Proven track record of delivering exceptional guest service and managing customer satisfaction.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of luxury hotel operations and service expectations.
- Ability to lead and motivate remote teams.
- Proficiency in hotel management software (PMS) and Microsoft Office Suite.
- Polished and professional demeanor.
- Flexibility to work non-traditional hours as needed.
- A passion for creating outstanding guest experiences.
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