16 Front Desk Agents jobs in Nakuru
Remote Guest Relations Manager
20100 Mwembe
KES80000 Annually
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Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Remote Guest Relations Manager to join their dynamic team. This is a fully remote position, offering the flexibility to work from anywhere. The ideal candidate will be responsible for overseeing all aspects of guest services, ensuring exceptional customer experiences, and fostering positive relationships with our clientele. You will be instrumental in developing and implementing strategies to enhance guest satisfaction, manage feedback effectively, and resolve any issues that may arise promptly and professionally. This role requires a deep understanding of hospitality best practices and a passion for delivering outstanding service.
Key Responsibilities:
Key Responsibilities:
- Develop and maintain high standards of guest service across all touchpoints.
- Proactively identify and address guest needs and concerns to ensure a seamless experience.
- Manage online reputation and respond to reviews and feedback across various platforms.
- Train and mentor remote guest service staff, setting clear performance expectations and providing ongoing support.
- Analyze guest feedback and operational data to identify areas for improvement and implement corrective actions.
- Collaborate with other departments to ensure consistent service delivery and operational efficiency.
- Stay abreast of industry trends and best practices in guest relations and hospitality management.
- Prepare regular reports on guest satisfaction metrics, operational performance, and key initiatives.
- Handle escalated guest complaints with empathy, professionalism, and efficiency.
- Contribute to the development of policies and procedures related to guest services.
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0
Senior Guest Relations Manager
20100 Mwembe
KES120000 Annually
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Posted 2 days ago
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Job Description
Our client, a prestigious hospitality group, is seeking a highly experienced and dedicated Senior Guest Relations Manager to oversee and elevate the guest experience across multiple properties. This is a fully remote position, offering the flexibility to manage operations from anywhere. You will be instrumental in setting and maintaining the highest standards of service excellence, ensuring every guest feels valued and their needs are anticipated. Your role will involve developing and implementing innovative guest engagement strategies, managing customer feedback channels, and resolving complex guest issues with professionalism and discretion.
Responsibilities:
Responsibilities:
- Develop and execute comprehensive guest relations strategies aligned with brand standards.
- Supervise and mentor a remote team of guest relations staff, fostering a culture of service excellence.
- Analyze guest feedback data to identify trends and areas for improvement, implementing corrective actions as needed.
- Manage the online reputation of the properties, responding to reviews and engaging with guests on social media platforms.
- Design and oversee loyalty programs and special guest initiatives to enhance customer retention.
- Collaborate with marketing and operations teams to ensure seamless guest journeys.
- Handle high-level guest escalations, ensuring prompt and satisfactory resolutions.
- Prepare regular reports on guest satisfaction metrics, team performance, and strategic recommendations for senior management.
- Stay abreast of industry best practices and emerging trends in hospitality guest relations.
- Conduct virtual training sessions for staff on service standards, communication skills, and problem-solving techniques.
- Proven experience (minimum 7 years) in a senior guest relations or customer experience management role within the hospitality industry.
- Exceptional communication, interpersonal, and leadership skills.
- Strong analytical and problem-solving abilities.
- Proficiency in customer relationship management (CRM) software and digital feedback platforms.
- Demonstrated ability to manage and motivate a remote team.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.
- Excellent command of the English language, both written and verbal.
- Must be detail-oriented, proactive, and possess a passion for delivering outstanding service.
- Ability to work independently and manage time effectively in a remote setting.
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1
Remote Guest Relations Manager
20100 Mwembe
KES70000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
We are looking for a dedicated and service-oriented Remote Guest Relations Manager to enhance guest experiences within the hospitality sector. This fully remote position allows you to manage guest interactions, feedback, and service quality from anywhere. You will be responsible for developing and implementing strategies to ensure exceptional guest satisfaction, handling guest inquiries and resolving issues promptly and professionally. Your role will involve monitoring online reviews and social media channels, responding to feedback, and identifying areas for service improvement. You will collaborate closely with various departments, including operations, marketing, and customer support, to maintain consistent service standards. The ideal candidate will have a strong background in hospitality management, customer service, or a related field, with a proven ability to manage guest relations effectively. Excellent interpersonal, communication, and problem-solving skills are paramount. You should be empathetic, patient, and possess a passion for creating memorable guest experiences. This is a remote-first role, requiring strong organizational skills, self-discipline, and the ability to work independently while maintaining high levels of engagement with guests and internal teams. Key responsibilities include developing and updating guest service protocols, training staff (remotely) on service excellence, and analyzing guest feedback to drive operational enhancements. You will also be involved in managing loyalty programs and special guest requests. Experience with hotel management software and customer relationship management (CRM) systems is highly desirable. We are seeking an individual who is proactive, detail-oriented, and committed to upholding the highest standards of hospitality. This unique remote role, connected to the vibrant hospitality scene of Nakuru, offers the chance to significantly impact guest satisfaction across our properties without being tied to a physical office. Join us and be the voice of exceptional service from your remote workspace.
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2
Remote Hospitality Guest Relations Manager
20100 Mwembe
KES100000 Annually
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Posted 2 days ago
Job Viewed
Job Description
Our client, a distinguished name in the hospitality sector, is seeking an experienced and dedicated Remote Hospitality Guest Relations Manager. This role is pivotal in ensuring exceptional guest experiences and maintaining high service standards across their establishments, all managed remotely. You will be the primary liaison between guests and operational teams, addressing concerns, resolving issues, and proactively enhancing guest satisfaction. This position demands outstanding communication skills, a deep understanding of hospitality operations, and the ability to manage diverse guest needs effectively.
Key Responsibilities:
Key Responsibilities:
- Oversee and manage guest relations functions remotely, ensuring consistent service delivery.
- Handle guest inquiries, feedback, complaints, and special requests with professionalism and efficiency.
- Develop and implement strategies to enhance guest satisfaction and loyalty.
- Liaise with hotel departments (front desk, housekeeping, food and beverage) to ensure seamless service delivery and prompt resolution of issues.
- Monitor online reviews and social media mentions, responding appropriately and proactively.
- Create and maintain guest profiles, noting preferences and special requirements for personalized service.
- Develop and conduct training for staff on guest relations best practices and service standards.
- Analyze guest feedback data to identify trends and areas for improvement.
- Coordinate with marketing and sales teams on promotional offers and guest engagement initiatives.
- Ensure adherence to brand standards and operational policies across all guest touchpoints.
- Prepare regular reports on guest satisfaction metrics and operational performance.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum of 5 years of experience in guest relations, front office management, or a similar role within the hospitality industry.
- Proven ability to handle challenging situations with diplomacy and composure.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of hotel operations and service standards.
- Proficiency in property management systems (PMS) and customer relationship management (CRM) software.
- Ability to manage tasks effectively in a remote work environment, demonstrating strong organizational skills and self-discipline.
- Experience in managing remote teams or coordinating operational aspects from a distance.
- Fluency in English; additional languages are a plus.
This advertiser has chosen not to accept applicants from your region.
3
Guest Relations Manager, Luxury Boutique Hotel
20100 Mwembe
KES90000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a premier luxury boutique hotel in the scenic Naivasha region, is seeking an exceptional Guest Relations Manager to elevate the guest experience. This on-site position is central to ensuring every guest enjoys a memorable and seamless stay. You will be the primary point of contact for guests, anticipating their needs, resolving any issues promptly, and ensuring personalized service standards are met and exceeded. The ideal candidate will have a polished demeanor, outstanding interpersonal skills, and a genuine passion for hospitality. You will oversee a team of front desk staff and concierge, fostering a positive and efficient work environment. Responsibilities include:
- Managing the daily operations of the guest relations department, including front desk and concierge services.
- Ensuring all guest requests and inquiries are handled promptly, professionally, and courteously.
- Developing and implementing personalized service strategies to enhance guest satisfaction and loyalty.
- Handling guest complaints and concerns with empathy and efficiency, turning challenging situations into positive experiences.
- Building and maintaining strong relationships with guests, remembering preferences and special occasions.
- Coordinating with various hotel departments (Housekeeping, F&B, Maintenance) to ensure seamless service delivery.
- Training and mentoring front desk and concierge staff to uphold high service standards.
- Monitoring guest feedback and implementing improvements based on reviews and surveys.
- Managing room allocations, upgrades, and special requests.
- Maintaining a visible presence in the lobby and public areas to engage with guests.
- Assisting with event coordination and VIP guest arrangements.
- Ensuring all guest interactions reflect the hotel's brand standards and luxury positioning.
- Proven experience as a Guest Relations Manager, Front Office Manager, or similar role in luxury hospitality.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong leadership and team management abilities.
- Proficiency in hotel management software (PMS) and MS Office Suite.
- A deep understanding of luxury guest expectations and service excellence.
- Impeccable presentation and a professional demeanor.
- Ability to remain calm and composed under pressure.
- Flexibility to work various shifts, including weekends and holidays.
- Fluency in English and Swahili; knowledge of additional languages is a plus.
- A passion for creating memorable guest experiences.
This advertiser has chosen not to accept applicants from your region.
4
Remote Guest Relations Manager - Boutique Hotels
20100 Mwembe
KES300000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an exceptional Remote Guest Relations Manager with a passion for hospitality and a flair for creating unforgettable guest experiences. This is a fully remote role, focusing on managing the guest experience and ensuring service excellence across a portfolio of boutique hotels. You will be the primary point of contact for guest inquiries, feedback, and special requests, working proactively to anticipate needs and resolve issues before they arise. The ideal candidate has a strong background in hotel management or guest services, exceptional communication skills, and a meticulous eye for detail. You will leverage technology and a deep understanding of luxury hospitality to ensure every guest feels valued and well-cared for, regardless of their physical location relative to the hotel.
Responsibilities:
Qualifications:
Responsibilities:
- Oversee and enhance the guest experience across multiple boutique hotel properties.
- Respond promptly and professionally to guest inquiries, requests, and feedback via various communication channels (email, phone, chat).
- Anticipate guest needs and proactively offer personalized services and recommendations.
- Manage and resolve guest complaints and issues effectively and empathetically.
- Develop and implement guest service standards and training materials for on-site staff.
- Collect and analyze guest feedback to identify areas for improvement.
- Collaborate with hotel management teams to ensure consistent service delivery.
- Maintain a high level of knowledge about hotel amenities, local attractions, and services.
- Coordinate special requests, such as celebrations, dietary needs, and accessibility requirements.
- Contribute to building and maintaining the hotel's reputation for exceptional service.
Qualifications:
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum of 5 years of experience in hotel operations, guest services, or front desk management, preferably within the luxury or boutique hotel sector.
- Exceptional interpersonal and communication skills, both written and verbal.
- Strong problem-solving abilities and a proactive approach to guest satisfaction.
- Proficiency in hotel management software (PMS) and customer relationship management (CRM) systems.
- Ability to remain calm and professional under pressure.
- Excellent organizational skills and attention to detail.
- Experience in a remote or hybrid work environment is a plus.
- A genuine passion for hospitality and creating memorable guest experiences.
- Fluency in English is essential; additional languages are an advantage.
This advertiser has chosen not to accept applicants from your region.
5
Customer Service Representative
20100 Mwembe
KES65000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking dedicated and customer-focused individuals to join their team as Customer Service Representatives. This hybrid role offers the flexibility of working both remotely and from our office, providing a balance between convenience and in-person collaboration. You will be the primary point of contact for customers, responsible for addressing inquiries, resolving issues, and ensuring a positive customer experience. Your role involves understanding customer needs, providing accurate information about products and services, and guiding customers through various processes. Exceptional communication skills and a genuine desire to help others are essential for success in this position. Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information regarding products, services, and company policies.
- Resolve customer complaints and issues efficiently and effectively.
- Guide customers through troubleshooting steps and provide solutions.
- Process customer requests, orders, and account updates.
- Maintain detailed records of customer interactions and transactions.
- Identify opportunities to upsell or cross-sell products and services where appropriate.
- Escalate complex issues to the appropriate departments for resolution.
- Contribute to team goals by meeting performance metrics and service level agreements.
- Gather customer feedback and report trends to management.
- Maintain a positive and empathetic attitude in all customer interactions.
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Remote Customer Service Representative
20100 Mwembe
KES45000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for enthusiastic and empathetic Remote Customer Service Representatives to join their dedicated support team. This is a fully remote position, allowing you to provide outstanding assistance to customers from the comfort of your home. You will be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience with our client's products and services. Responsibilities include responding to customer requests via phone, email, and chat in a timely and professional manner, troubleshooting common issues, and escalating complex problems to the appropriate departments. You will maintain detailed records of customer interactions and transactions, identify and report trends in customer feedback, and contribute to improving customer service processes. The ideal candidate possesses excellent communication skills, a patient and friendly demeanor, and a strong problem-solving ability. Proficiency in using customer relationship management (CRM) software and other virtual communication tools is essential. This role requires a self-starter who can manage their time effectively and maintain high performance standards in a remote work setting. You should be adept at de-escalating tense situations and turning potentially negative customer experiences into positive ones. Training will be provided on our client's products and services, but a foundational understanding of customer service principles is required. This is a fantastic opportunity to grow your career in customer support within a supportive and remote-first environment.
Key Responsibilities:
Key Responsibilities:
- Handle inbound customer inquiries via phone, email, and live chat.
- Provide accurate information about products and services.
- Troubleshoot and resolve customer issues effectively and efficiently.
- Escalate complex issues to senior support staff or relevant departments.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Identify customer needs and help customers use specific features.
- Respond to customer feedback and complaints with empathy and professionalism.
- Contribute to team efforts to improve customer satisfaction and retention.
- Adhere to company policies and procedures.
- Participate in ongoing training to enhance product knowledge and service skills.
- Proven customer support experience or experience as a client service representative.
- Strong phone, email, and chat communication skills.
- Excellent listening and problem-solving abilities.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency with CRM software and virtual communication tools.
- High school diploma or equivalent; further education or certifications are a plus.
- Patience and a customer-centric attitude.
- Ability to work independently and meet performance metrics in a remote setting.
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7
Senior Customer Service Team Lead
20100 Mwembe
KES650000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing e-commerce platform, is seeking a highly motivated and experienced Senior Customer Service Team Lead to manage their fully remote customer support operations. In this critical role, you will be responsible for leading, coaching, and developing a team of customer service representatives to deliver exceptional support and ensure customer satisfaction. The ideal candidate possesses a strong background in customer service management, excellent interpersonal and communication skills, and a passion for creating positive customer experiences. You will establish and monitor key performance indicators (KPIs), implement best practices, and identify opportunities for process improvement within the customer service function. This remote position requires outstanding leadership abilities, the capacity to motivate and inspire a dispersed team, and proficiency in customer relationship management (CRM) software and helpdesk tools. Your responsibilities will include resolving escalated customer issues, analyzing customer feedback to identify trends, and collaborating with other departments to address systemic problems. You will also contribute to the development of training materials and ensure adherence to service level agreements (SLAs). This is a fantastic opportunity to lead a high-performing remote customer service team for a forward-thinking company, making a tangible impact on customer loyalty and brand reputation. A proactive approach to problem-solving and a commitment to continuous improvement in service delivery are essential for success in this dynamic role.
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8
Senior Customer Service Representative (Remote)
20100 Mwembe
KES70000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and dedicated Senior Customer Service Representative to join their fully remote support team. This role is vital for ensuring exceptional customer satisfaction, resolving complex issues, and acting as a point of escalation for challenging customer inquiries. The ideal candidate possesses outstanding communication skills, a deep understanding of customer service best practices, and a passion for helping others. You will handle inbound customer communications across various channels, provide expert solutions, and contribute to the continuous improvement of customer support processes.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely, professional, and empathetic manner.
- Troubleshoot and resolve complex customer issues, demonstrating patience and problem-solving skills.
- Provide detailed product information and guidance to customers.
- Act as a first point of escalation for customer complaints and challenging situations.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify trends in customer inquiries and feedback, escalating them to relevant departments for resolution and improvement.
- Assist in training and mentoring junior customer service representatives.
- Contribute to the development and refinement of customer service policies and procedures.
- Proactively identify opportunities to enhance the customer experience.
- Maintain a high level of product knowledge and stay updated on company offerings.
- Achieve and exceed individual and team performance metrics.
- High school diploma or equivalent; a Bachelor's degree is a plus.
- Minimum of 4 years of experience in a customer service or customer support role, with demonstrated experience handling complex issues.
- Exceptional verbal and written communication skills.
- Strong active listening and empathy skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Excellent problem-solving abilities and a calm demeanor under pressure.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Demonstrated ability to work independently and as part of a remote team.
- Patience and a customer-centric approach.
- Previous experience in a senior or lead customer service role is highly desirable.
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