11 Fairmont Hotels Resorts jobs in Kenya
Guest Services Coordinator - Remote
01000 Makongeni
KES55000 Monthly
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a prominent player in the hospitality and tourism sector, is seeking a dedicated and customer-focused Guest Services Coordinator to join their fully remote support team. This role is instrumental in ensuring an exceptional guest experience from initial inquiry through post-stay feedback. You will be the primary point of contact for guests, handling bookings, addressing inquiries, resolving issues, and coordinating various services to meet their needs. The ideal candidate possesses outstanding communication skills, a passion for hospitality, and the ability to manage multiple tasks efficiently in a fast-paced, remote environment. You will leverage technology to provide seamless support and contribute to guest satisfaction and loyalty.
Responsibilities:
Responsibilities:
- Manage incoming guest inquiries via phone, email, and chat regarding reservations, services, and general information.
- Assist guests with booking accommodations, tours, and other hospitality services.
- Process reservations, modifications, and cancellations accurately and efficiently.
- Provide information on local attractions, activities, and transportation options.
- Resolve guest complaints and issues promptly and professionally, escalating when necessary.
- Coordinate with internal departments (e.g., housekeeping, maintenance, F&B) to fulfill guest requests.
- Collect and document guest feedback, identifying areas for service improvement.
- Maintain a comprehensive understanding of company offerings, policies, and procedures.
- Ensure all guest interactions adhere to the company's service standards.
- Contribute to maintaining positive online reviews and guest satisfaction metrics.
- Proven experience in customer service, preferably within the hospitality or tourism industry.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and a genuine passion for guest service.
- Proficiency in using reservation systems and customer relationship management (CRM) software.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- Strong problem-solving abilities and the capacity to handle challenging situations with composure.
- Tech-savvy with experience using video conferencing tools and standard office software.
- High school diploma or equivalent; relevant certifications or associate degree a plus.
- Ability to work flexible hours, including evenings and weekends, as needed for remote support.
- A positive attitude and a commitment to delivering outstanding guest experiences.
This advertiser has chosen not to accept applicants from your region.
0
Remote Guest Services Manager
30200 Tuwan
KES95000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly organized and customer-focused Remote Guest Services Manager to lead their virtual guest support team. This role is critical for maintaining exceptional service standards across all customer interactions, predominantly conducted online and via telecommunication. You will be responsible for managing a remote team of guest service representatives, ensuring they are well-trained, motivated, and equipped to handle inquiries and resolve issues promptly and efficiently. Your duties will include developing and implementing service protocols, monitoring team performance through key metrics, conducting regular virtual team meetings and one-on-ones, and providing ongoing coaching and feedback. The ideal candidate will have a strong background in hospitality or customer service management, with proven experience in leading remote teams. You must be adept at utilizing various communication and customer relationship management (CRM) tools. This position requires excellent communication, problem-solving, and leadership skills, with a keen eye for detail and a commitment to enhancing the guest experience. You will also be involved in analyzing customer feedback to identify areas for service improvement and contributing to the development of new service strategies. The ability to foster a collaborative and supportive remote work environment is essential. This is a fully remote position, requiring a dedicated home office setup and reliable internet connectivity. We are looking for a proactive individual who can inspire a team to deliver outstanding service, even from a distance, ensuring every guest feels valued and well-assisted. The role involves strategic planning for guest satisfaction and operational efficiency in a virtual setting.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a remote guest services team.
- Develop and implement customer service policies and procedures.
- Monitor and analyze team performance metrics (e.g., response times, resolution rates, customer satisfaction).
- Provide training, coaching, and performance management for team members.
- Resolve escalated customer issues and complaints.
- Conduct regular virtual team meetings and feedback sessions.
- Utilize CRM systems and other communication tools effectively.
- Identify opportunities for service improvement and implement solutions.
- Foster a positive and productive remote work environment.
- Collaborate with other departments to ensure seamless guest experiences.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 4 years of experience in customer service or hospitality management, with at least 2 years in a supervisory or management role.
- Demonstrated experience managing remote teams.
- Proficiency with CRM software and virtual collaboration tools.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong organizational and time management abilities.
- Ability to work independently and motivate a remote workforce.
This advertiser has chosen not to accept applicants from your region.
1
Remote Guest Services Manager
30100 Abothuguchi West
KES250000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking an experienced and highly organized Remote Guest Services Manager to oversee operations within the Hospitality & Tourism sector. This position is entirely remote, allowing you to manage guest experiences and support teams from anywhere. You will be responsible for ensuring exceptional guest satisfaction, managing online reputation, and optimizing service delivery across various platforms. The ideal candidate will have a strong background in hospitality management, excellent communication skills, and a passion for delivering outstanding customer service.
Responsibilities:
Qualifications:
Responsibilities:
- Develop and implement strategies to enhance guest satisfaction and loyalty.
- Manage and respond to guest inquiries, feedback, and complaints via multiple communication channels (email, chat, phone).
- Supervise and train remote guest service agents, fostering a positive and productive team environment.
- Monitor online reviews and social media channels, responding professionally and promptly.
- Analyze guest feedback data to identify trends and areas for improvement.
- Collaborate with operational teams to resolve guest issues and ensure seamless service delivery.
- Develop and maintain service standards and operational procedures.
- Manage booking systems and ensure accuracy of information.
- Plan and execute special guest programs or promotions.
- Track key performance indicators (KPIs) for guest services and report on performance.
- Stay updated on industry best practices and emerging trends in guest experience management.
Qualifications:
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Proven experience in a guest services or management role within the hospitality industry.
- Demonstrated ability to manage remote teams effectively.
- Excellent understanding of customer service principles and best practices.
- Strong communication, interpersonal, and problem-solving skills.
- Proficiency in using CRM systems, booking platforms, and online review management tools.
- Ability to multitask and manage priorities in a fast-paced environment.
- A proactive approach to identifying and resolving guest issues.
- Tech-savviness and comfort with remote collaboration tools.
- Fluency in English; additional languages are a plus.
This advertiser has chosen not to accept applicants from your region.
2
Remote Guest Services Manager
60100 Embu, Eastern
KES75000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a passionate and experienced Remote Guest Services Manager to lead their customer support and guest relations initiatives. This is a fully remote, dynamic role where you will be instrumental in shaping exceptional guest experiences. You will be responsible for developing and implementing service standards, training remote customer service representatives, and overseeing all guest interactions to ensure the highest levels of satisfaction. Your duties will include managing customer feedback, resolving escalated complaints, and identifying areas for service improvement. The ideal candidate will have a strong background in hospitality management, customer service, or a related field, with proven leadership skills. Excellent communication, problem-solving, and conflict-resolution abilities are essential. You should be proficient in using customer relationship management (CRM) systems and other relevant hospitality technology. This role requires a proactive, empathetic, and detail-oriented individual who can inspire a team and maintain a positive brand image from a distance. You will work closely with marketing and operations teams to align service strategies with overall business goals. The ability to analyze service data, generate performance reports, and implement data-driven improvements is crucial. We are looking for someone with a deep understanding of the hospitality industry and a commitment to delivering outstanding service. This remote position offers the flexibility to work from anywhere, contributing to our client's operations that serve guests in and around Embu, Embu, KE .
This advertiser has chosen not to accept applicants from your region.
3
Guest Services Manager - Remote
11200 Tuwan
KES110000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client, a leader in the hospitality sector, is seeking an experienced and dynamic Guest Services Manager to oversee all aspects of customer experience in a fully remote capacity. This unique role requires an individual passionate about delivering exceptional service, managing client relationships, and ensuring seamless operations from afar. You will be responsible for setting service standards, training remote staff, resolving escalated guest issues, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate possesses outstanding communication skills, strong leadership abilities, and a deep understanding of the hospitality industry, adapted for a remote work environment.
Responsibilities:
Responsibilities:
- Develop and implement high standards for guest service and satisfaction across all touchpoints.
- Lead, train, and motivate a remote team of customer-facing staff.
- Oversee the resolution of guest complaints and escalated issues, ensuring timely and satisfactory outcomes.
- Monitor guest feedback channels (reviews, surveys, social media) and implement improvements based on insights.
- Develop and manage service-level agreements (SLAs) for guest interactions.
- Collaborate with marketing and operations teams to create and execute guest engagement strategies.
- Ensure all remote guest service operations comply with company policies and industry best practices.
- Analyze guest service data to identify trends, measure performance, and recommend improvements.
- Manage vendor relationships related to guest services technologies and platforms.
- Create and update training materials and standard operating procedures for remote staff.
- Act as a primary point of contact for high-profile clients or complex service inquiries.
- Contribute to the strategic planning for guest experience initiatives.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 5 years of experience in guest services management or a similar customer-facing leadership role within the hospitality industry.
- Proven experience managing remote teams and operations is essential.
- Exceptional customer service and interpersonal skills, with a genuine passion for guest satisfaction.
- Strong problem-solving and conflict-resolution abilities.
- Excellent leadership, communication, and motivational skills.
- Proficiency in CRM software and guest service management platforms.
- Ability to work independently, manage time effectively, and adapt to changing priorities in a remote setting.
- Strong understanding of hospitality industry trends and best practices.
- Ability to remain calm and professional under pressure.
This advertiser has chosen not to accept applicants from your region.
4
Remote Hospitality Guest Services Lead
50200 Tuwan
KES55000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a renowned hospitality group, is searching for an experienced and customer-focused Remote Hospitality Guest Services Lead. This is a fully remote position, allowing you to manage and enhance guest experiences from anywhere. You will be responsible for overseeing the guest services team, ensuring exceptional customer satisfaction, and resolving any guest inquiries or issues promptly and professionally. Your duties will include training and mentoring remote guest service agents, developing service standards, monitoring service quality, and implementing strategies to improve the overall guest journey. The ideal candidate has a strong background in hospitality management, particularly in guest relations or front desk operations, coupled with proven leadership experience. Excellent communication, interpersonal, and problem-solving skills are essential. You must be adept at using various online communication and CRM platforms to manage team performance and guest interactions. We are looking for someone who can foster a positive and efficient remote work environment for the guest services team, ensuring consistent delivery of high-quality service. Your ability to anticipate guest needs, handle complaints with empathy, and go the extra mile to ensure guest satisfaction will be critical. This role requires a proactive approach to identifying service gaps and implementing improvements. If you are passionate about delivering outstanding hospitality experiences and thrive in a remote leadership role, we encourage you to apply. You will play a pivotal role in shaping the reputation and success of our client's brand by ensuring every guest feels valued and well-cared for. This opportunity allows you to leverage your expertise in hospitality to lead a remote team dedicated to excellence. The successful candidate will be instrumental in setting and maintaining service benchmarks that exceed industry standards and drive repeat business. Your understanding of online booking systems and reservation management will be highly advantageous.
This advertiser has chosen not to accept applicants from your region.
5
Remote Hospitality Guest Services Lead
00200 Ngong
KES55000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is looking for an experienced and guest-focused Remote Hospitality Guest Services Lead to oversee and enhance the guest experience for their diverse clientele. This is a fully remote position, enabling you to contribute to exceptional service standards from any location. You will be responsible for managing inbound guest inquiries via phone, email, and online platforms, addressing concerns, and resolving issues promptly and efficiently. Your role will involve coordinating with various internal departments to ensure seamless guest experiences, from booking to post-stay feedback. A key aspect of this position is developing and implementing strategies to improve guest satisfaction and loyalty. You will also train and mentor remote guest service agents, ensuring they adhere to the highest service standards. The ideal candidate possesses outstanding interpersonal and communication skills, a strong understanding of the hospitality industry, and a proven ability to handle challenging situations with grace and professionalism. Proficiency with property management systems (PMS) and customer relationship management (CRM) software is highly desirable. This role requires excellent organizational skills, the ability to multitask effectively in a fast-paced environment, and a genuine passion for service excellence. This opportunity allows you to leverage your hospitality expertise in a flexible, remote work setting, contributing significantly to guest satisfaction. The role supports guest services related to properties nearRuiru, Kiambu, KE , but is a fully remote position.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Fairmont hotels resorts Jobs in Kenya !
6
Senior Operations Manager (Remote Guest Services)
00100 Abothuguchi West
KES270000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client, a leading player in the hospitality sector, is seeking an experienced Senior Operations Manager to lead their remote Guest Services team. This is a unique opportunity for a seasoned professional to manage and optimize guest experience operations from anywhere, ensuring exceptional service delivery. You will be responsible for setting operational standards, managing a distributed team, and implementing strategies to enhance guest satisfaction and loyalty.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Oversee the daily operations of the remote Guest Services department, ensuring high standards of service delivery.
- Develop and implement policies and procedures to improve guest experience and operational efficiency.
- Manage, train, and mentor a team of remote guest service representatives and supervisors.
- Monitor key performance indicators (KPIs) such as guest satisfaction scores, response times, and resolution rates.
- Analyze guest feedback and operational data to identify trends and areas for improvement.
- Implement and manage customer relationship management (CRM) systems and other relevant technologies.
- Ensure seamless communication and coordination between the Guest Services team and other departments.
- Develop and manage the operational budget for the Guest Services department.
- Drive continuous improvement initiatives to enhance service quality and operational effectiveness.
- Handle escalated guest issues and complaints, ensuring swift and satisfactory resolution.
- Stay abreast of industry best practices in hospitality and remote customer service management.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 6 years of progressive experience in hospitality operations, with at least 3 years in a management role.
- Proven experience in managing remote teams and operations.
- Strong understanding of customer service principles and best practices in the hospitality industry.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in using CRM software and other relevant operational management tools.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- Experience in budget management and financial oversight.
- Knowledge of relevant hospitality regulations and standards.
This advertiser has chosen not to accept applicants from your region.
7
Remote Guest Services Manager - Boutique Hotels
20117 Mwembe
KES120000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client, renowned for its exceptional hospitality experiences in boutique hotels, is seeking a dedicated and polished Remote Guest Services Manager. This fully remote position allows you to lead guest relations and service excellence initiatives from anywhere within Kenya. You will be responsible for developing and implementing high standards of guest service, training remote and on-site staff, and ensuring a seamless and memorable experience for all guests. The ideal candidate will possess extensive experience in the hospitality industry, with a strong focus on guest satisfaction and service management. You should have a proven ability to lead and motivate teams, resolve guest issues effectively, and maintain brand integrity. This role involves overseeing guest feedback mechanisms, analyzing service data, and identifying areas for improvement. You will collaborate closely with hotel management teams to uphold our client's reputation for outstanding service. Excellent communication, problem-solving, and interpersonal skills are paramount. You will be expected to manage online reviews, social media interactions, and guest loyalty programs. Proficiency in hotel management software and virtual communication tools is essential. We are looking for a proactive, detail-oriented individual with a passion for hospitality and a commitment to delivering unparalleled guest experiences. This role offers a unique opportunity to influence service standards across a portfolio of luxury accommodations, all while enjoying the flexibility of a remote work arrangement. If you are a seasoned hospitality professional dedicated to service excellence and eager to lead from a distance, we invite you to apply and contribute to our client's continued success.
This advertiser has chosen not to accept applicants from your region.
8
Senior Hotel Operations Manager - Remote Guest Services
90100 Mangu
KES3900000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is a rapidly expanding hospitality group seeking a dynamic and experienced Senior Hotel Operations Manager to oversee and optimize their remote guest services operations. This is a unique, fully remote opportunity requiring a leader with a deep understanding of hotel management, customer service excellence, and efficient operational strategies. You will be responsible for managing a distributed team of guest service professionals, ensuring consistent delivery of high-quality experiences across all properties. The role involves developing and implementing operational policies and procedures, setting performance benchmarks, and driving initiatives to enhance guest satisfaction and loyalty. You will analyze operational data, identify trends, and implement data-driven solutions to improve efficiency and profitability. Strong leadership, communication, and problem-solving skills are essential to effectively manage a remote workforce and collaborate with various hotel departments and stakeholders. The ideal candidate will have a passion for hospitality and a proven ability to lead and motivate teams in a virtual environment.
Key Responsibilities:
Key Responsibilities:
- Oversee the daily operations of remote guest services teams, ensuring exceptional service delivery.
- Develop and implement operational strategies, policies, and procedures to enhance guest experience and operational efficiency.
- Set performance standards and KPIs for guest service teams, monitoring performance and providing regular feedback.
- Manage the recruitment, training, and development of remote guest service staff.
- Analyze guest feedback and operational data to identify areas for improvement and implement corrective actions.
- Ensure seamless coordination between remote guest services and on-site hotel operations.
- Manage operational budgets and control costs effectively.
- Stay updated on industry trends and best practices in hospitality management and remote operations.
- Lead and motivate a dispersed team to achieve organizational goals.
- Resolve escalated guest complaints and ensure timely and satisfactory resolutions.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 8 years of progressive experience in hotel operations management, with a strong emphasis on guest services and remote team leadership.
- Proven track record of successfully managing large, distributed teams.
- In-depth knowledge of hotel operations, front office management, and customer service principles.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Experience with hotel management software and CRM systems.
- Ability to work independently and manage multiple priorities in a remote setting.
This advertiser has chosen not to accept applicants from your region.
9