1 Fairmont Hotels Resorts jobs in Kenya
Hotel Guest Services Manager (Hybrid)
30200 Moiben
KES150000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking an organized and customer-focused Hotel Guest Services Manager to oversee guest relations and front-of-house operations for their establishment in Eldoret. This role involves a hybrid work model, requiring a balance of on-site presence and remote administrative tasks. You will be responsible for ensuring a seamless and exceptional guest experience from arrival to departure. Key duties include managing the front desk team, overseeing check-in/check-out processes, handling guest inquiries and complaints, and coordinating with other departments to meet guest needs. You will also be involved in developing and implementing strategies to enhance guest satisfaction, loyalty, and online reputation. This position requires strong leadership skills, excellent communication abilities, and a thorough understanding of hotel operations and customer service standards. The ideal candidate will possess exceptional problem-solving skills and the ability to remain calm and professional under pressure. You should be adept at motivating and training staff to deliver outstanding service. Remote responsibilities may include administrative tasks, scheduling, reporting, and implementing digital guest service initiatives. This is an excellent opportunity for an individual passionate about hospitality and eager to contribute to a positive guest environment through a flexible work arrangement. We are looking for a proactive individual committed to maintaining high service standards and driving guest engagement.
Responsibilities:
Responsibilities:
- Manage and train front desk and concierge staff.
- Oversee guest check-in, check-out, and room assignments.
- Handle guest inquiries, requests, and complaints efficiently.
- Ensure all guest services meet high-quality standards.
- Develop and implement strategies to improve guest satisfaction.
- Collaborate with other departments (housekeeping, F&B) to ensure seamless service.
- Manage online reviews and guest feedback.
- Perform administrative duties remotely, including scheduling and reporting.
- Identify and resolve operational issues to enhance guest experience.
- Maintain a professional and welcoming atmosphere.
- Degree in Hospitality Management or a related field.
- Proven experience in front office or guest services management in the hotel industry.
- Strong understanding of hotel operations and customer service principles.
- Excellent communication, interpersonal, and leadership skills.
- Proficiency in hotel management software (PMS).
- Ability to balance on-site and remote work responsibilities effectively.
- Problem-solving and decision-making capabilities.
- Customer-centric approach and a passion for service excellence.
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