184 Guest Relations jobs in Kenya
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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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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1
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.
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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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3
Head of Guest Relations
Posted 22 days ago
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Job Description
Our client is seeking an exceptional and visionary Head of Guest Relations to lead their hospitality and tourism service operations. This is a fully remote position, requiring a leader with a deep understanding of customer service excellence, operational management within the hospitality sector, and a passion for creating unforgettable guest experiences. You will be responsible for developing and implementing strategies to enhance guest satisfaction, manage online reputation, and drive loyalty programs across diverse properties and services. Key duties include overseeing a remote team of guest relations staff, setting service standards, handling escalated guest complaints with professionalism and efficiency, and analyzing guest feedback to identify areas for improvement. You will also collaborate with marketing and operations teams to ensure a cohesive brand experience and contribute to service innovation. The ideal candidate will possess a significant track record in high-level guest services or customer experience management within the hotel, tourism, or related industries. Exceptional interpersonal, communication, and problem-solving skills are essential, alongside a keen ability to lead and motivate a geographically dispersed team. Experience with customer relationship management (CRM) systems and a strong understanding of digital guest engagement platforms are highly desirable. This is a unique opportunity to shape the guest experience from a remote setting, contributing significantly to the success and reputation of leading hospitality brands. If you are a service-oriented leader dedicated to exceeding guest expectations, we invite you to apply and elevate the standards of hospitality.
This advertiser has chosen not to accept applicants from your region.
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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.
This advertiser has chosen not to accept applicants from your region.
5
Executive Guest Relations Manager
Posted 14 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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Head Concierge and Guest Relations Manager
Posted 4 days ago
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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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7
Remote Guest Relations Manager
Posted 22 days ago
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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8
Guest Relations Manager (Remote)
Posted 16 days ago
Job Viewed
Job Description
Our client, a leading hospitality group, is seeking an exceptional Guest Relations Manager to enhance guest experiences through remote support and coordination. This is a fully remote role, allowing you to contribute to exceptional service standards from any location. You will be responsible for overseeing and improving all aspects of the guest experience, from initial inquiry to post-stay follow-up. This includes managing online guest feedback, responding to inquiries and resolving issues promptly, coordinating with on-site teams to ensure seamless service delivery, and developing strategies to foster guest loyalty and satisfaction. The ideal candidate will have a deep understanding of the hospitality industry, exceptional communication and interpersonal skills, and a passion for service excellence. Proficiency in customer relationship management (CRM) software and online review platforms is essential. You will act as the primary point of contact for guests needing assistance remotely, ensuring their needs are met efficiently and professionally. A Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field, along with a minimum of 4 years of experience in a guest-facing role within the hospitality sector, is required. Fluency in multiple languages is a plus. Your ability to anticipate guest needs and proactively address concerns will be key to maintaining and elevating our client's reputation. This role offers a unique opportunity to impact guest satisfaction across various properties, including those serving the Ongata Rongai, Kajiado, KE region. We are looking for a highly motivated, empathetic, and organized individual who thrives in a remote work setting and is dedicated to creating memorable guest experiences.
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