2,345 Global Guest Experience Manager jobs in Kenya
Global Guest Experience Manager
Posted 19 days ago
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Job Description
Our client, a prestigious global hospitality and tourism group, is seeking a highly motivated and experienced Global Guest Experience Manager to lead and elevate the customer journey across their diverse portfolio. This is a fully remote position, designed for a leader who can inspire exceptional service standards from anywhere in the world. You will be instrumental in developing, implementing, and overseeing strategies that ensure unparalleled guest satisfaction, fostering loyalty and positive brand perception. Your role will involve analyzing guest feedback, identifying areas for improvement, and pioneering innovative solutions to enhance every touchpoint of the guest experience. The ideal candidate will have a deep understanding of the hospitality industry, coupled with a passion for service excellence and a proven ability to drive change in a distributed team. You will collaborate closely with on-site management teams, marketing, and operations departments to ensure consistent delivery of world-class experiences. Key responsibilities include developing training programs for staff, establishing service benchmarks, managing online reputation, and implementing guest feedback systems. The ability to think creatively, solve complex service challenges, and communicate effectively across different cultures and time zones is essential. This role requires a proactive and data-driven approach, utilizing analytics to inform strategic decisions and measure the impact of initiatives. As a fully remote role, you will leverage technology to connect with teams, conduct virtual audits, and drive operational improvements. We are looking for a leader who can champion a culture of service excellence, empower employees, and consistently exceed guest expectations in the dynamic world of travel and leisure. Your expertise in guest relationship management and your ability to anticipate guest needs will be critical to success. This is an exciting opportunity to influence the guest experience on a global scale while enjoying the flexibility of remote work.
Responsibilities:
Qualifications:
Responsibilities:
- Develop and implement global strategies to enhance guest satisfaction and loyalty.
- Analyze guest feedback data to identify trends and areas for improvement.
- Create and manage guest experience standards and best practices.
- Develop and deliver training programs for staff on service excellence.
- Oversee online reputation management and respond to guest reviews.
- Collaborate with operational teams to ensure seamless guest journeys.
- Implement innovative guest service initiatives and technologies.
- Monitor key performance indicators (KPIs) related to guest satisfaction.
- Champion a culture of service excellence across the organization.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 8 years of experience in guest services, customer experience, or a related role within the hospitality industry.
- Proven track record of improving guest satisfaction scores.
- Strong understanding of hospitality operations and service standards.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional communication, interpersonal, and presentation skills.
- Experience with guest feedback systems and reputation management platforms.
- Ability to lead and inspire teams remotely.
- Proficiency in relevant software and technology.
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Guest Relations and Experience Manager
Posted 15 days ago
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Job Description
Our client, a boutique hotel group renowned for its exceptional service and unique guest experiences, is seeking a highly motivated and service-oriented Guest Relations and Experience Manager to lead their remote guest services team. This role is pivotal in ensuring every guest enjoys a memorable and seamless stay, from booking to departure. As a fully remote position, you will be responsible for overseeing the guest journey through virtual communication channels, managing guest feedback, and implementing strategies to enhance overall satisfaction and loyalty. Your primary focus will be on anticipating guest needs, resolving issues proactively, and fostering a positive and welcoming environment. You will lead a team of remote guest service agents, providing training, setting performance standards, and ensuring consistent delivery of high-quality service. The ideal candidate will have a deep understanding of the hospitality industry, exceptional interpersonal skills, and a passion for creating outstanding guest experiences. Responsibilities include managing online reviews and social media interactions, handling guest complaints and special requests, coordinating with various hotel departments (e.g., housekeeping, F&B, maintenance) to ensure guest needs are met, and analyzing guest feedback to identify areas for improvement. You will also be instrumental in developing and implementing guest loyalty programs and ensuring all service standards are met. This is a fantastic opportunity for a dedicated professional to shape the guest experience for a prestigious hotel brand, working flexibly from a remote location. The position is advertised for Mlolongo, Machakos, KE , but the role is 100% remote.
Responsibilities:
Responsibilities:
- Oversee and manage all aspects of guest relations and experience for hotel guests.
- Lead, train, and motivate a remote team of guest service representatives.
- Develop and implement strategies to enhance guest satisfaction and loyalty.
- Monitor and respond to online reviews and social media mentions in a timely and professional manner.
- Handle guest complaints, concerns, and special requests with empathy and efficiency.
- Coordinate with hotel departments to ensure all guest needs are met promptly.
- Analyze guest feedback to identify trends and areas for service improvement.
- Maintain a high level of product knowledge regarding hotel services and local attractions.
- Ensure all guest interactions are personalized and meet the brand's service standards.
- Develop and manage guest loyalty programs and initiatives.
- Prepare regular reports on guest satisfaction metrics and service performance.
- Foster a positive and collaborative working environment for the remote guest services team.
- Identify opportunities for upselling and promoting hotel services.
- Act as a brand ambassador, upholding the hotel's reputation for excellence.
- Continuously seek ways to innovate and elevate the guest experience.
- Proven experience in a guest relations, front office management, or customer experience role within the hospitality industry.
- Demonstrated ability to manage and lead remote teams effectively.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong understanding of the hospitality sector and customer service best practices.
- Proficiency in hotel management software (PMS) and online review platforms.
- Customer-centric approach with a passion for exceeding expectations.
- Experience in handling guest complaints and de-escalating difficult situations.
- Ability to work independently and manage multiple priorities in a remote setting.
- Bachelor's degree in Hospitality Management, Tourism, or a related field is preferred.
- Fluency in English and strong writing skills are essential.
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Head of Guest Relations & Experience
Posted 24 days ago
Job Viewed
Job Description
Our client is seeking a visionary and charismatic Head of Guest Relations & Experience to elevate the standard of service within their hospitality offerings. This is a pivotal, fully remote role focused on designing and implementing strategies that ensure exceptional guest satisfaction and loyalty. You will be responsible for setting the tone for guest interactions, developing service protocols, and leading initiatives that enhance the overall guest journey.
Key responsibilities include analyzing guest feedback to identify trends and areas for improvement, developing training programs for front-line staff on service excellence, and managing online reputation and review platforms. You will work closely with various departments, including operations, marketing, and sales, to ensure a cohesive and outstanding guest experience. The ideal candidate will have a deep understanding of the hospitality industry, a passion for service innovation, and proven experience in creating memorable guest interactions. This role requires exceptional interpersonal skills, a proactive approach to problem-solving, and the ability to inspire and motivate teams, even in a remote setting. You will be instrumental in shaping the brand's reputation for superior hospitality and ensuring repeat business through unparalleled service. Strategic planning for guest loyalty programs and personalized experiences will be a key focus. Your ability to anticipate guest needs and proactively address them will be paramount.
Qualifications: A Bachelor's degree in Hospitality Management, Business Administration, or a related field is required. A minimum of 5 years of experience in guest relations, customer experience management, or a similar role within the hospitality sector is essential. Proven experience in developing and implementing successful guest service strategies is mandatory. Excellent communication, leadership, and problem-solving skills are critical. Familiarity with guest feedback platforms and CRM systems is a plus. This is a fully remote position supporting our client's operations related to **Ongata Rongai, Kajiado, KE** and other locations.
Key responsibilities include analyzing guest feedback to identify trends and areas for improvement, developing training programs for front-line staff on service excellence, and managing online reputation and review platforms. You will work closely with various departments, including operations, marketing, and sales, to ensure a cohesive and outstanding guest experience. The ideal candidate will have a deep understanding of the hospitality industry, a passion for service innovation, and proven experience in creating memorable guest interactions. This role requires exceptional interpersonal skills, a proactive approach to problem-solving, and the ability to inspire and motivate teams, even in a remote setting. You will be instrumental in shaping the brand's reputation for superior hospitality and ensuring repeat business through unparalleled service. Strategic planning for guest loyalty programs and personalized experiences will be a key focus. Your ability to anticipate guest needs and proactively address them will be paramount.
Qualifications: A Bachelor's degree in Hospitality Management, Business Administration, or a related field is required. A minimum of 5 years of experience in guest relations, customer experience management, or a similar role within the hospitality sector is essential. Proven experience in developing and implementing successful guest service strategies is mandatory. Excellent communication, leadership, and problem-solving skills are critical. Familiarity with guest feedback platforms and CRM systems is a plus. This is a fully remote position supporting our client's operations related to **Ongata Rongai, Kajiado, KE** and other locations.
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2
Guest Relations Manager - Remote Support
Posted 9 days ago
Job Viewed
Job Description
Our client is a leader in the hospitality sector and is looking for a proactive and customer-focused Guest Relations Manager to oversee our remote support operations. This position is crucial for enhancing guest satisfaction and resolving inquiries efficiently from a distance. You will be responsible for managing the guest experience lifecycle, from pre-arrival communication to post-stay follow-up, all executed virtually. Key duties include handling guest complaints and concerns with empathy and professionalism, coordinating with on-site staff to resolve issues, and implementing strategies to improve service quality. You will utilize various communication platforms, including email, phone, and chat, to engage with guests. The ideal candidate will possess excellent interpersonal and problem-solving skills, with a keen understanding of the hospitality industry and guest expectations. Experience in a similar role, preferably in a remote or hybrid setting, is highly desirable. You will contribute to developing and refining guest service protocols, ensuring consistency and excellence across all touchpoints. This is a fully remote role, requiring a dedicated workspace and reliable internet connectivity. You must be able to work independently, manage your time effectively, and collaborate seamlessly with team members located in different geographical areas. The ability to de-escalate challenging situations and find satisfactory resolutions for guests is paramount. We are looking for a candidate with a passion for service excellence and a desire to contribute to a positive brand reputation. This role involves analyzing guest feedback to identify trends and areas for improvement, and proposing actionable solutions. Strong organizational skills and the ability to multitask in a fast-paced environment are essential. You will be a key point of contact for guests, ensuring their needs are met and their experience is memorable. We value candidates who are adaptable, resilient, and committed to delivering outstanding service. This is a fantastic opportunity for an experienced hospitality professional to excel in a remote capacity, contributing to guest loyalty and operational success. The role is based in Garissa, Garissa, KE , but is a fully remote position, allowing you to work from anywhere.
This advertiser has chosen not to accept applicants from your region.
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Director of Guest Relations & Experience
Posted 2 days ago
Job Viewed
Job Description
We are seeking an accomplished and passionate Director of Guest Relations & Experience to lead our hospitality operations. This role is pivotal in shaping the overall guest journey, ensuring exceptional service delivery, and fostering a culture of hospitality excellence. You will be responsible for overseeing all aspects of guest services, from pre-arrival communications to post-stay feedback, ensuring every guest interaction is memorable and positive. The ideal candidate will possess a strong understanding of luxury hospitality standards, exceptional leadership qualities, and a keen eye for detail.
Key Responsibilities:
This position offers a hybrid work model, combining essential on-site presence at our **Machakos, Machakos, KE** location with the flexibility of remote work for specific strategic planning and administrative tasks. We are looking for a dynamic leader with a proven ability to inspire teams and deliver outstanding results in a competitive hospitality environment.
Qualifications:
Key Responsibilities:
- Develop and implement comprehensive guest experience strategies to enhance satisfaction and loyalty.
- Lead and mentor the guest relations, front desk, and concierge teams, fostering a high-performance culture.
- Oversee all guest touchpoints, ensuring seamless and personalized service delivery.
- Manage guest feedback and complaint resolution processes, turning potentially negative experiences into opportunities for service recovery.
- Collaborate with other departments (e.g., Food & Beverage, Housekeeping, Sales) to ensure a unified and exceptional guest experience.
- Monitor industry trends and best practices in hospitality to continuously improve service standards.
- Develop and manage departmental budgets, ensuring operational efficiency and cost-effectiveness.
- Train staff on service standards, product knowledge, and effective communication techniques.
- Analyze guest satisfaction data and implement action plans for improvement.
- Represent the organization at industry events and build relationships with key stakeholders.
This position offers a hybrid work model, combining essential on-site presence at our **Machakos, Machakos, KE** location with the flexibility of remote work for specific strategic planning and administrative tasks. We are looking for a dynamic leader with a proven ability to inspire teams and deliver outstanding results in a competitive hospitality environment.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 7 years of progressive experience in guest relations, front office management, or a similar leadership role within the hospitality industry.
- Proven track record of enhancing guest satisfaction scores and driving repeat business.
- Exceptional leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and adept at service recovery.
- Experience with property management systems (PMS) and customer relationship management (CRM) tools.
- Ability to manage budgets and operational efficiency.
- A passion for service excellence and creating memorable guest experiences.
- Knowledge of local and international hospitality trends.
This advertiser has chosen not to accept applicants from your region.
4
Guest Relations Manager
Posted 24 days ago
Job Viewed
Job Description
Our client, a premier hospitality establishment, is seeking an experienced and customer-focused Guest Relations Manager to enhance the guest experience at their esteemed property. This role is crucial in ensuring that every guest receives personalized attention and exceptional service, from arrival to departure. You will be responsible for overseeing guest services, resolving guest issues promptly and effectively, and implementing strategies to foster guest loyalty and satisfaction. Key duties include managing the front desk operations, training and supervising guest relations staff, coordinating with other departments to meet guest needs, and collecting and analyzing guest feedback to identify areas for improvement. The ideal candidate will possess a strong background in hospitality management, outstanding interpersonal and communication skills, and a passion for service excellence. Proven leadership abilities and a proactive approach to problem-solving are essential. You must be adept at creating a welcoming and memorable atmosphere for all guests. We are looking for an individual who is highly organized, detail-oriented, and capable of working effectively under pressure. This is an excellent opportunity to lead a team dedicated to delivering unparalleled hospitality in the vibrant **Mombasa, Mombasa, KE** region.
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5
Head of Guest Relations
Posted 20 days ago
Job Viewed
Job Description
Our client, a prestigious hospitality group, is seeking a visionary Head of Guest Relations to lead their remote operations team. This role is ideal for a seasoned professional passionate about delivering unparalleled guest experiences and driving customer loyalty in the hospitality and tourism sector. You will be responsible for setting the strategic direction for guest services, ensuring exceptional standards across all touchpoints, and cultivating a culture of service excellence.
Responsibilities:
Responsibilities:
- Develop and implement comprehensive guest relations strategies and service standards.
- Oversee the management of guest feedback, online reviews, and service recovery processes.
- Train and mentor remote guest relations staff, ensuring consistent delivery of high-quality service.
- Analyze guest satisfaction data to identify trends, areas for improvement, and opportunities for service innovation.
- Collaborate with marketing and operations teams to enhance the overall guest journey and brand reputation.
- Manage VIP guest programs and ensure personalized experiences for high-profile clientele.
- Develop and maintain strong relationships with guests, fostering loyalty and repeat business.
- Handle escalated guest concerns with empathy, professionalism, and efficiency.
- Stay informed about industry best practices and emerging trends in hospitality customer service.
- Contribute to the development of new service offerings and guest engagement initiatives.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum of 6 years of experience in guest relations, customer service management, or a similar role within the hospitality industry.
- Proven ability to lead and motivate remote teams.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong understanding of customer relationship management (CRM) principles and tools.
- Experience in managing online reputation and social media engagement is a plus.
- Ability to remain calm and composed under pressure.
- A genuine passion for service excellence and guest satisfaction.
- Proficiency in multiple languages is an advantage.
- Strategic thinker with a keen eye for detail.
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6
Events and Guest Relations Manager
Posted 6 days ago
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Job Description
Our client, a distinguished name in the Hospitality and Tourism industry, is actively recruiting for a dynamic and customer-focused Events and Guest Relations Manager to join their fully remote team. This critical role is dedicated to ensuring exceptional guest experiences and the seamless execution of all events hosted by our client. You will be responsible for planning, coordinating, and managing a wide array of events, from intimate gatherings to larger functions, ensuring they meet and exceed client expectations. Your duties will include developing event proposals, managing event budgets, liaising with vendors, overseeing on-site event execution (if applicable through delegated teams), and ensuring impeccable guest satisfaction. Furthermore, you will be the primary point of contact for guest inquiries and feedback, proactively addressing concerns and building strong relationships to foster loyalty. The ideal candidate possesses a deep understanding of event planning principles, exceptional organizational skills, and a passion for creating memorable experiences. Strong interpersonal and communication skills are vital for interacting with diverse clients and managing guest relations effectively. Experience in the hospitality or tourism sector is highly desirable. This is a unique opportunity for a talented professional to shape unforgettable events and elevate guest satisfaction for our client, all while benefiting from the flexibility and convenience of a remote work environment. We are seeking an individual with meticulous attention to detail, a proactive approach, and a commitment to excellence in service delivery.
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7
Executive Guest Relations Manager
Posted 24 days ago
Job Viewed
Job Description
Our client, a prestigious boutique hotel group renowned for its exceptional service standards, is seeking a highly motivated and experienced Executive Guest Relations Manager to lead their guest experience initiatives. This position is a fully remote role, allowing you to leverage your expertise to enhance guest satisfaction across our properties without the need for a physical office presence. You will be responsible for developing and implementing strategies that elevate the overall guest journey, from pre-arrival to post-stay. This includes overseeing guest feedback mechanisms, resolving escalated guest issues with tact and efficiency, and ensuring that all guest interactions reflect our brand's commitment to luxury and personalized service.
The successful candidate will have a proven track record in luxury hospitality management, with a strong emphasis on guest relations, customer service excellence, and team leadership. You will collaborate closely with on-site management teams, marketing, and operations to create memorable experiences for our discerning clientele. Key responsibilities include analyzing guest satisfaction data to identify trends and areas for improvement, training and mentoring front-of-house staff on service protocols, and developing loyalty programs to foster repeat business. A deep understanding of the luxury travel market and current hospitality trends is crucial. This remote role requires exceptional communication and interpersonal skills, enabling you to build rapport with guests and colleagues virtually. You should be adept at using technology to manage communication, track guest preferences, and report on key performance indicators. We are looking for an individual with a passion for service, a proactive approach to problem-solving, and the ability to maintain composure under pressure. This is an exciting opportunity to make a significant impact on guest loyalty and brand reputation from a remote setting, contributing to the continued success of our exclusive hotel portfolio. The role will involve frequent virtual meetings with various stakeholders and a high degree of autonomy in managing your responsibilities and driving guest experience initiatives across our locations. We value creativity and initiative in developing innovative approaches to guest service that set us apart.
Location : Remote
The successful candidate will have a proven track record in luxury hospitality management, with a strong emphasis on guest relations, customer service excellence, and team leadership. You will collaborate closely with on-site management teams, marketing, and operations to create memorable experiences for our discerning clientele. Key responsibilities include analyzing guest satisfaction data to identify trends and areas for improvement, training and mentoring front-of-house staff on service protocols, and developing loyalty programs to foster repeat business. A deep understanding of the luxury travel market and current hospitality trends is crucial. This remote role requires exceptional communication and interpersonal skills, enabling you to build rapport with guests and colleagues virtually. You should be adept at using technology to manage communication, track guest preferences, and report on key performance indicators. We are looking for an individual with a passion for service, a proactive approach to problem-solving, and the ability to maintain composure under pressure. This is an exciting opportunity to make a significant impact on guest loyalty and brand reputation from a remote setting, contributing to the continued success of our exclusive hotel portfolio. The role will involve frequent virtual meetings with various stakeholders and a high degree of autonomy in managing your responsibilities and driving guest experience initiatives across our locations. We value creativity and initiative in developing innovative approaches to guest service that set us apart.
Location : Remote
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8
Head Concierge and Guest Relations Manager
Posted 4 days ago
Job Viewed
Job Description
Our client, a premier hospitality provider, is seeking an exceptional and experienced Head Concierge and Guest Relations Manager to lead their guest services team. This is a fully remote position, enabling you to leverage your extensive knowledge and exceptional service skills to enhance guest experiences from anywhere. You will be the primary point of contact for discerning guests, anticipating their needs and orchestrating bespoke experiences that exceed expectations. This role requires an individual with unparalleled organizational skills, a proactive approach to problem-solving, and a profound understanding of the luxury hospitality landscape. You will set the standard for exceptional guest care and ensure seamless coordination of all guest requests and services.
Responsibilities:
Responsibilities:
- Oversee and manage the daily operations of the concierge team, ensuring high standards of service delivery.
- Anticipate guest needs and proactively offer personalized recommendations for dining, entertainment, transportation, and activities.
- Build and maintain strong relationships with local vendors, businesses, and service providers to facilitate unique guest experiences.
- Handle complex guest requests and resolve issues with diplomacy, efficiency, and discretion.
- Develop and implement innovative guest service initiatives to enhance satisfaction and loyalty.
- Train and mentor concierge staff, fostering a culture of excellence and personalized service.
- Manage the concierge desk's budget and ensure efficient resource allocation.
- Stay informed about local events, attractions, and cultural happenings to provide accurate and timely information to guests.
- Coordinate with other hotel departments (e.g., front desk, housekeeping, F&B) to ensure a seamless guest journey.
- Maintain a comprehensive database of guest preferences and past interactions to personalize future stays.
- A minimum of 5 years of experience in a senior concierge or guest relations role within the luxury hospitality sector.
- Demonstrated experience in leading and managing a team.
- Exceptional knowledge of local attractions, dining, and entertainment options.
- Proficiency in guest management software and booking systems.
- Impeccable communication, interpersonal, and problem-solving skills.
- Ability to remain calm and professional under pressure, handling multiple tasks simultaneously.
- A passion for delivering outstanding customer service and creating memorable experiences.
- Fluency in English and at least one other relevant language is highly desirable.
- Adaptability and resourcefulness to manage requests effectively in a remote setting.
- A commitment to upholding the highest standards of discretion and confidentiality.
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