628 Guest Relations Manager Remote jobs in Kenya
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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Senior Guest Relations Manager - Remote
Posted 18 days ago
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Job Description
Our client is seeking a highly experienced and motivated Senior Guest Relations Manager to join their dynamic team. This is a fully remote position, offering flexibility and the opportunity to shape exceptional guest experiences from anywhere. As a Senior Guest Relations Manager, you will be instrumental in developing and implementing strategies to enhance customer satisfaction, foster loyalty, and uphold the highest standards of service. You will oversee a team of guest relations professionals, providing leadership, training, and performance management. Your responsibilities will include analyzing guest feedback, identifying areas for improvement, and implementing innovative solutions to address service gaps. You will also be responsible for managing guest escalations and ensuring timely and effective resolution of complex issues. This role requires a deep understanding of the hospitality industry, exceptional communication skills, and a proactive approach to problem-solving. You will collaborate closely with various departments to ensure seamless service delivery across all touchpoints.
Key Responsibilities:
Key Responsibilities:
- Develop and execute comprehensive guest relations strategies to elevate the overall guest experience.
- Lead, mentor, and manage a remote team of guest relations specialists, fostering a positive and high-performing work environment.
- Monitor and analyze guest feedback from various channels, identifying trends and recommending actionable improvements.
- Manage and resolve complex guest complaints and escalations with professionalism and efficiency.
- Collaborate with marketing and operations teams to align guest experience initiatives with overall business objectives.
- Develop and implement training programs for staff on best practices in customer service and guest relations.
- Maintain up-to-date knowledge of industry trends and competitor activities to ensure a competitive edge.
- Prepare regular reports on guest satisfaction metrics, team performance, and key initiatives.
- Uphold brand standards and ensure consistent service delivery across all platforms.
- Proven experience in a senior guest relations or customer service management role within the hospitality sector.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.
- Exceptional interpersonal, communication, and negotiation skills.
- Strong leadership and team management capabilities, with experience managing remote teams.
- Proficiency in CRM software and guest feedback analysis tools.
- Ability to work independently and as part of a remote team, demonstrating initiative and self-discipline.
- A passion for delivering outstanding customer service and a commitment to excellence.
- Excellent problem-solving and decision-making abilities.
- Adaptability and resilience in a fast-paced, evolving environment.
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Guest Relations Manager - Remote Support
Posted 9 days ago
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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.
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Job Description
Our client, a vibrant and popular hotel located in a prime tourist destination, is seeking a professional and engaging Front Desk Supervisor to lead their guest reception team. This role is critical to the guest experience, acting as the first point of contact for visitors and ensuring seamless check-in and check-out processes. You will be responsible for supervising the daily operations of the front desk, including managing reservations, guest inquiries, and concierge services. Ensuring that all front desk staff provide exceptional customer service, adhering to hotel standards and procedures, is a primary duty. Training and mentoring new front desk agents, as well as providing ongoing coaching to the existing team, will be a key aspect of your leadership. You will handle guest complaints and resolve issues promptly and efficiently, escalating complex problems to management when necessary. Accurate record-keeping, including guest registration, billing, and key control, is essential. Responsibilities also include managing room inventory, coordinating with housekeeping and maintenance departments to ensure room readiness, and overseeing telephone operations.
The ideal candidate will have a proven track record in front office operations, with at least 3 years of experience in a supervisory or lead role within the hospitality industry. A strong understanding of hotel management software (PMS) and reservation systems is required. Excellent communication, interpersonal, and customer service skills are paramount. You should possess strong organizational and multitasking abilities, with meticulous attention to detail. The capacity to remain calm and professional under pressure and effectively handle challenging guest interactions is crucial. Leadership qualities, including the ability to motivate and guide a team, are essential. A passion for delivering outstanding guest experiences and a commitment to maintaining high service standards are necessary. Familiarity with local area attractions and services would be an advantage. Join our client to be an integral part of their hospitality team and contribute to memorable guest stays.
The ideal candidate will have a proven track record in front office operations, with at least 3 years of experience in a supervisory or lead role within the hospitality industry. A strong understanding of hotel management software (PMS) and reservation systems is required. Excellent communication, interpersonal, and customer service skills are paramount. You should possess strong organizational and multitasking abilities, with meticulous attention to detail. The capacity to remain calm and professional under pressure and effectively handle challenging guest interactions is crucial. Leadership qualities, including the ability to motivate and guide a team, are essential. A passion for delivering outstanding guest experiences and a commitment to maintaining high service standards are necessary. Familiarity with local area attractions and services would be an advantage. Join our client to be an integral part of their hospitality team and contribute to memorable guest stays.
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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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Senior Front Desk Supervisor
Posted 11 days ago
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Job Description
Our client, a prestigious hospitality establishment, is seeking a highly organized and customer-focused Senior Front Desk Supervisor for a fully remote role. This position is crucial for managing and coordinating front desk operations, ensuring exceptional guest experiences and efficient administrative support. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of hotel front office procedures and software systems. You will lead a team of front desk agents, manage reservations, handle guest inquiries, and ensure seamless check-in and check-out processes.
Responsibilities:
Qualifications:
This is a unique opportunity to contribute to exceptional guest experiences remotely, supporting operations in **Naivasha, Nakuru, KE**.
Responsibilities:
- Oversee the daily operations of the front desk, ensuring smooth and efficient guest services.
- Lead, train, and motivate the front desk team to deliver outstanding customer service.
- Manage reservations, room assignments, and guest requests with accuracy and efficiency.
- Handle guest inquiries, issues, and complaints promptly and professionally, escalating when necessary.
- Ensure all check-in and check-out procedures are conducted efficiently and according to hotel standards.
- Maintain the integrity of guest accounts and billing information.
- Generate daily reports on occupancy, revenue, and other key performance indicators.
- Implement and enforce hotel policies and procedures related to front desk operations.
- Collaborate with other hotel departments (Housekeeping, Maintenance, F&B) to ensure guest satisfaction.
- Conduct regular performance reviews and provide ongoing feedback to front desk staff.
- Stay updated on hotel services, amenities, and local attractions to assist guests.
- Contribute to creating a positive and welcoming atmosphere for all guests.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in Hospitality Management or a related field is preferred.
- Minimum of 4 years of experience in hotel front desk operations, with at least 1 year in a supervisory or lead role.
- Proven experience with Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Excellent customer service, communication, and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to work independently and manage a remote team effectively.
- Proficiency in Microsoft Office Suite.
- Knowledge of hotel operations and service standards.
- Ability to remain calm and professional under pressure.
- A positive attitude and a passion for hospitality.
This is a unique opportunity to contribute to exceptional guest experiences remotely, supporting operations in **Naivasha, Nakuru, KE**.
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5
Job Description
Our client is seeking an experienced and charismatic Hotel Front Desk Supervisor to oversee operations at a premier establishment in Kisumu. This role is essential for ensuring guests have a seamless and enjoyable experience from check-in to check-out. As the Front Desk Supervisor, you will lead a team of front desk agents, manage daily operations, and uphold the highest standards of customer service. Your responsibilities will include training and motivating the front desk team, handling guest concerns and escalations with professionalism, overseeing reservations and room assignments, and ensuring efficient check-in and check-out procedures. You will also be responsible for managing the front desk budget, monitoring inventory for front desk supplies, and collaborating with other hotel departments to ensure smooth overall service delivery. The ideal candidate possesses strong leadership skills, exceptional interpersonal abilities, and a deep understanding of hotel operations and guest relations. Previous experience in a supervisory role within the hospitality industry is required. You must be proficient in hotel management software (PMS), have excellent organizational skills, and be adept at problem-solving in a fast-paced environment. This is a non-remote position based in Kisumu, requiring flexibility in working hours, including evenings, weekends, and holidays, as operational needs dictate. You will be the face of the hotel for many guests, so a welcoming demeanor and a commitment to excellence are paramount. Join a dedicated team committed to providing outstanding hospitality and creating memorable stays for every guest.
Key Responsibilities:
Key Responsibilities:
- Supervise and manage the daily operations of the front desk.
- Lead, train, and mentor front desk staff to ensure high performance.
- Handle guest check-ins and check-outs, ensuring accuracy and efficiency.
- Address and resolve guest complaints and issues promptly and professionally.
- Manage reservations, room assignments, and special requests.
- Maintain a high standard of customer service and guest satisfaction.
- Collaborate with housekeeping, maintenance, and food & beverage departments.
- Monitor front desk performance metrics and implement improvements.
- Ensure adherence to hotel policies and procedures.
- Manage front desk supplies and assist with budgeting.
- Proven experience as a Front Desk Supervisor or similar role in the hospitality industry.
- Strong leadership and team management skills.
- Excellent customer service and communication abilities.
- Proficiency in hotel property management systems (PMS).
- Ability to work flexible hours, including nights, weekends, and holidays.
- Strong problem-solving and decision-making skills.
- Professional appearance and demeanor.
- Knowledge of local attractions and services is a plus.
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Senior Front Desk Manager
Posted 3 days ago
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Job Description
Our client is seeking a dynamic and experienced Senior Front Desk Manager to oversee the reception and guest services operations at a prominent hospitality establishment in Meru, Meru, KE . This is a key role that demands exceptional organizational skills, a proactive approach to problem-solving, and a commitment to delivering unparalleled guest experiences. The successful candidate will be responsible for managing a team of front desk staff, ensuring smooth check-in and check-out processes, handling guest inquiries and complaints with professionalism and efficiency, and coordinating with other hotel departments to maintain seamless service delivery. You will also be involved in staff training and development, performance reviews, and implementing strategies to enhance guest satisfaction and loyalty. A strong understanding of hotel management systems is essential, as is the ability to work under pressure and adapt to changing demands in a fast-paced environment. This hybrid role requires a presence in the office for key operational periods and team management, with flexibility for remote oversight of administrative tasks and strategic planning. Responsibilities will include:
Qualifications:
- Leading, motivating, and managing the front desk team to achieve high performance standards.
- Ensuring all guests receive a warm welcome and efficient service throughout their stay.
- Handling reservations, cancellations, and modifications with accuracy and attention to detail.
- Resolving guest issues and complaints promptly and effectively, escalating when necessary.
- Managing the daily operations of the front desk, including cash handling and billing procedures.
- Developing and implementing service standards and training programs for front desk personnel.
- Collaborating with housekeeping, food and beverage, and maintenance departments to ensure guest satisfaction.
- Maintaining accurate guest records and hotel systems.
- Generating reports on front desk performance and identifying areas for improvement.
- Ensuring compliance with all hotel policies and procedures.
Qualifications:
- Proven experience as a Front Desk Manager or similar role in the hospitality industry.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in hotel management software (e.g., Opera, Fidelio).
- Strong problem-solving and decision-making abilities.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- A passion for customer service and creating memorable guest experiences.
- Relevant degree or diploma in Hospitality Management or a related field is preferred.
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7
Remote Guest Relations Manager
Posted 23 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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Remote Guest Relations Manager - Luxury Eco-Lodges
Posted 10 days ago
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Job Description
Our client, a renowned operator of exclusive eco-lodges, is seeking an exceptional Remote Guest Relations Manager to join their fully remote team. This position is ideal for a dedicated hospitality professional who thrives on creating unforgettable guest experiences from afar. You will be the primary point of contact for discerning guests before, during, and after their stays, ensuring seamless arrangements and exceeding expectations. Responsibilities include managing all pre-arrival communications, coordinating bespoke itinerary planning, liaising with lodge operations teams to fulfill guest requests, and proactively addressing any issues that may arise to ensure guest satisfaction. You will also be responsible for post-stay follow-ups, gathering feedback, and building lasting relationships to encourage repeat visits and positive reviews. The successful candidate will possess extensive experience in high-end hospitality management, ideally with a focus on luxury resorts or unique travel experiences. Excellent communication, interpersonal, and problem-solving skills are crucial, as you will be interacting with a global clientele. A deep understanding of the tourism and hospitality industry, particularly in safari or nature-based destinations, is highly advantageous. Proficiency in reservation systems and CRM software is expected. You must be highly organized, detail-oriented, and capable of managing multiple priorities simultaneously in a remote setting. A genuine passion for service excellence and a proactive, solution-oriented approach are essential. This is a unique opportunity to leverage your expertise in guest relations within a flexible, remote-first environment, contributing to the success of a prestigious brand in the tourism sector. If you are dedicated to providing unparalleled service and enhancing the guest journey, we want to hear from you.
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