638 Guest Relations Manager jobs in Kenya
Front Desk and Guest Relations Manager
Posted 18 days ago
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Job Description
Our client is looking for an experienced and personable Front Desk and Guest Relations Manager to lead our reception and guest services team at our prestigious establishment in **Kakamega, Kakamega, KE**. This role is pivotal in creating exceptional first impressions and ensuring a seamless, memorable experience for all our guests. You will be responsible for overseeing the daily operations of the front desk, managing check-ins and check-outs, handling guest inquiries and requests, and resolving any issues that may arise with professionalism and efficiency. The ideal candidate will have a strong background in hospitality management, with proven leadership skills and a passion for delivering outstanding customer service. Your responsibilities will include training and motivating front desk staff, developing and implementing service standards, managing guest feedback, and coordinating with other departments such as housekeeping, F&B, and maintenance to ensure guest satisfaction. You will also be involved in managing room inventory, rate strategies, and ensuring the smooth operation of the reception area. A keen eye for detail, excellent problem-solving abilities, and the capacity to remain calm under pressure are essential. This role requires a polished and articulate individual who can represent the company with poise and dedication. The ability to communicate effectively in English and Kiswahili is a must. We are seeking someone who can proactively anticipate guest needs and go the extra mile to exceed expectations. The Front Desk and Guest Relations Manager will also play a key role in developing and implementing loyalty programs and special packages to enhance guest retention and attract new clientele. This is an exciting opportunity for a motivated individual to take on a leadership role in a fast-paced, guest-centric environment in **Kakamega, Kakamega, KE**. You will be instrumental in shaping the guest experience from arrival to departure, ensuring every interaction is positive and professional. Experience with property management systems (PMS) is required.
Key Responsibilities:
Key Responsibilities:
- Supervise and manage all front desk operations, ensuring efficiency and professionalism.
- Train, mentor, and schedule front desk staff, fostering a positive team environment.
- Welcome guests warmly and handle check-in/check-out procedures efficiently.
- Respond promptly and courteously to guest inquiries, requests, and concerns.
- Resolve guest complaints with tact and efficiency, ensuring customer satisfaction.
- Maintain accurate guest records and manage room inventory effectively.
- Coordinate with housekeeping, maintenance, and food & beverage departments to ensure seamless guest service.
- Implement and enforce service standards and company policies.
- Manage guest feedback systems and implement improvements based on reviews.
- Develop and execute strategies to enhance guest loyalty and repeat business.
- Oversee the security and cash handling procedures at the front desk.
- Assist in the development of promotional packages and special offers for guests.
- High school diploma or equivalent; a degree in Hospitality Management or a related field is preferred.
- Minimum of 3-5 years of experience in front office operations, with at least 2 years in a supervisory or management role.
- Proven experience in customer service and conflict resolution.
- Proficiency in property management systems (PMS) and standard office software.
- Excellent communication, interpersonal, and leadership skills.
- Ability to remain calm and professional under pressure.
- Strong organizational and multitasking abilities.
- Knowledge of local attractions and services is a plus.
- Fluency in English and Kiswahili is required.
- A friendly, professional demeanor and a passion for guest satisfaction.
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Guest Relations Manager - Luxury Resorts
Posted 14 days ago
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Job Description
Our client, a distinguished provider of luxury hospitality experiences, is seeking an exceptional Guest Relations Manager to elevate the guest experience. This position is fully remote, allowing you to manage guest interactions and operational oversight from any location, ensuring unparalleled service standards are met and exceeded. The ideal candidate will possess an innate understanding of luxury hospitality, exceptional interpersonal skills, and a proactive approach to anticipating and fulfilling guest needs. You will be responsible for overseeing all guest-facing operations, ensuring seamless check-ins and check-outs, managing guest feedback, resolving issues promptly, and curating personalized experiences. Your role will involve coordinating with various departments, including F&B, housekeeping, and concierge services, to guarantee a harmonious guest journey. This position demands strong leadership abilities to guide and motivate remote teams, uphold brand standards, and foster a culture of service excellence. You will utilize advanced CRM systems and communication platforms to maintain guest profiles, track preferences, and enhance service delivery. The ability to maintain composure under pressure and adapt to diverse guest expectations is paramount.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Oversee and enhance all guest-facing services to ensure a consistently exceptional experience.
- Manage the guest relations team, providing guidance, training, and performance feedback in a remote setting.
- Develop and implement service standards and procedures to uphold luxury brand positioning.
- Act as the primary point of contact for VIP guests, addressing their needs and preferences proactively.
- Handle guest complaints and concerns with professionalism, empathy, and efficiency, aiming for swift resolution.
- Monitor online reviews and guest feedback channels, implementing strategies to enhance guest satisfaction.
- Collaborate closely with F&B, housekeeping, and other departments to ensure seamless service delivery.
- Maintain detailed guest profiles and preferences in the CRM system to personalize future stays.
- Organize and oversee special events and guest activities.
- Ensure the immaculate presentation and functionality of all guest areas.
- Train and empower team members to deliver outstanding service.
- Analyze guest feedback data to identify trends and areas for improvement in service delivery.
- Support marketing efforts by ensuring a superior guest experience that encourages positive word-of-mouth and repeat bookings.
Qualifications:
- Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
- Minimum of 5 years of progressive experience in guest relations, front office management, or a similar role within the luxury hospitality sector.
- Demonstrated experience in managing remote teams or operations.
- Exceptional interpersonal, communication, and problem-solving skills.
- A genuine passion for delivering outstanding customer service and creating memorable guest experiences.
- Proficiency in hotel management software and CRM systems.
- Strong leadership abilities with the capacity to motivate and inspire a team.
- Ability to remain calm and effective under pressure.
- Excellent organizational skills and attention to detail.
- Fluency in English and other relevant languages is a strong asset.
- Understanding of luxury market trends and guest expectations.
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1
Guest Relations Manager, Luxury Hotels
Posted 15 days ago
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Job Description
Our client is seeking a polished and customer-centric Guest Relations Manager to lead their guest experience initiatives for their luxury hotel portfolio. This is a fully remote position, focusing on overseeing guest satisfaction strategies, training remote teams, and ensuring consistent brand standards across properties. The ideal candidate will have a passion for hospitality, exceptional communication skills, and a proven ability to anticipate guest needs and resolve issues proactively. You will be instrumental in creating memorable experiences that foster loyalty and enhance the reputation of our client's brand.
Responsibilities:
Qualifications:
Responsibilities:
- Oversee and elevate the guest experience across all properties, ensuring alignment with luxury service standards.
- Develop and implement strategies to enhance guest satisfaction, loyalty, and retention.
- Train and mentor remote front desk staff and other guest-facing teams on service excellence and brand standards.
- Handle guest inquiries, complaints, and special requests with professionalism and efficiency.
- Anticipate guest needs and proactively provide personalized service to create memorable stays.
- Monitor online reviews and social media mentions, responding appropriately and identifying areas for improvement.
- Develop and maintain strong relationships with guests, building rapport and encouraging repeat business.
- Liaise with various hotel departments (e.g., Housekeeping, F&B, Concierge) to ensure seamless guest service delivery.
- Manage guest feedback systems and analyze data to identify trends and implement service enhancements.
- Create and manage VIP guest programs and special events.
- Stay updated on luxury hospitality trends and best practices in guest relations.
- Assist in the development of service protocols and standard operating procedures.
Qualifications:
- Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
- Minimum of 4-6 years of experience in guest relations, front office management, or a similar role in the luxury hospitality sector.
- Proven track record of delivering exceptional guest service and managing customer satisfaction.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of luxury hotel operations and service expectations.
- Ability to lead and motivate remote teams.
- Proficiency in hotel management software (PMS) and Microsoft Office Suite.
- Polished and professional demeanor.
- Flexibility to work non-traditional hours as needed.
- A passion for creating outstanding guest experiences.
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2
Guest Relations Manager
Posted 22 days ago
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Job Description
Our client, a premier hospitality establishment, is seeking an experienced and charismatic Guest Relations Manager to enhance the guest experience and ensure the highest standards of service. This role involves a hybrid work model, combining on-site presence at our beautiful location in Ruiru, Kiambu, KE with remote administrative and planning duties. You will be the primary point of contact for guests, addressing their needs, resolving issues promptly and efficiently, and striving to exceed expectations at every touchpoint. This position requires exceptional interpersonal skills, a proactive attitude, and a genuine passion for creating memorable guest experiences. You will also be responsible for training and supervising the guest relations team, implementing service standards, and contributing to the overall success of the hotel.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Overseeing daily front desk operations, ensuring smooth check-in and check-out processes.
- Handling guest inquiries, requests, and complaints with professionalism and empathy, aiming for first-contact resolution.
- Developing and implementing strategies to enhance guest satisfaction and loyalty.
- Coordinating with various hotel departments (Housekeeping, F&B, Maintenance) to ensure seamless guest service delivery.
- Managing the guest feedback system, analyzing reviews, and implementing improvements based on guest suggestions.
- Leading, training, and motivating the guest relations team to maintain high service standards.
- Organizing and overseeing special events and guest activities.
- Maintaining detailed guest records and preferences to personalize future stays.
- Ensuring the lobby and reception areas are well-maintained and presentable.
- Assisting with budget management for the front office department and optimizing operational costs.
- Developing and updating standard operating procedures (SOPs) for guest services.
Qualifications:
- Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
- At least 4 years of experience in a supervisory or management role within the hospitality industry, with a strong focus on front office operations and guest relations.
- Excellent communication, negotiation, and problem-solving skills.
- Proficiency in hotel management software (e.g., Opera, Fidelio) and standard office applications.
- A polished and professional demeanor with strong leadership qualities.
- Ability to remain calm and composed under pressure.
- Flexibility to work a hybrid schedule, including some weekends and holidays.
- Fluency in English and Swahili is essential; additional languages are a plus.
This advertiser has chosen not to accept applicants from your region.
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Events and Guest Relations Manager
Posted 7 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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4
Executive Guest Relations Manager
Posted 15 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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5
Head Concierge and Guest Relations Manager
Posted 5 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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Remote Guest Relations Manager
Posted 23 days ago
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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.
This advertiser has chosen not to accept applicants from your region.
7
Guest Relations Manager (Remote)
Posted 16 days ago
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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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8
Senior Guest Relations Manager
Posted 23 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Guest Relations Manager to oversee and enhance the guest experience for their hospitality properties. This is a fully remote, dynamic role that requires exceptional communication, problem-solving, and interpersonal skills. You will be instrumental in developing and implementing strategies to ensure the highest standards of customer satisfaction, fostering loyalty, and driving positive reviews. Your responsibilities will include managing online reputation, responding to guest feedback across various platforms, resolving escalated complaints, and identifying areas for service improvement. You will also collaborate with remote teams, including front desk operations, food and beverage, and housekeeping, to ensure seamless service delivery. The ideal candidate will have a proven track record in hospitality management, with a strong emphasis on guest services. Experience in remote team leadership and digital communication tools is essential. You will be expected to analyze guest feedback data, generate reports on key performance indicators, and present insights to stakeholders. This role demands a proactive approach, attention to detail, and the ability to anticipate guest needs. The ability to maintain professionalism and a customer-centric approach in all interactions, even from a distance, is paramount. This position offers a unique opportunity to shape the guest experience for a growing brand while enjoying the flexibility of a remote work environment, contributing significantly to the success of our client's operations in **Meru, Meru, KE**.
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