211 Guest Service Supervisor jobs in Kenya
Guest Relations Manager
40100 Mangu
KES95000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client , a renowned hospitality group, is seeking an experienced and dedicated Guest Relations Manager to lead their guest experience initiatives within a fully remote capacity. This role is crucial for ensuring that every guest receives an exceptional and personalized service, enhancing guest satisfaction and loyalty. You will be responsible for overseeing all aspects of guest interaction, from pre-arrival communication to post-departure follow-up, ensuring a seamless and memorable experience. Your primary focus will be on creating a welcoming and supportive environment, resolving guest issues promptly and effectively, and exceeding expectations. Key responsibilities include developing and implementing strategies to enhance the overall guest experience across all touchpoints. You will manage guest feedback channels, including online reviews, surveys, and direct communications, and take proactive steps to address concerns and implement improvements. Building and maintaining strong relationships with guests, ensuring their needs and preferences are anticipated and met, is a core function. You will oversee the management of guest databases and CRM systems, ensuring accurate and up-to-date guest information is maintained. You will also be responsible for training and mentoring front-line staff on best practices in customer service and guest relations. Collaborating with other departments, such as reservations, housekeeping, and food and beverage, to ensure a cohesive guest experience will be essential. You will handle guest complaints and service recovery situations with professionalism and empathy, turning potentially negative experiences into positive ones. Monitoring industry trends and best practices in guest relations and implementing innovative service solutions will be part of your remit. This role requires exceptional interpersonal skills, a deep understanding of customer service principles, and the ability to manage and motivate a remote team effectively. The ideal candidate is passionate about hospitality and driven by a desire to deliver outstanding service. Qualifications: A Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field. A minimum of 5 years of experience in a guest-facing role, with at least 2 years in a supervisory or management capacity within the hospitality sector. Proven track record of delivering exceptional customer service and improving guest satisfaction metrics. Strong understanding of CRM systems and guest feedback platforms. Excellent communication, interpersonal, and problem-solving skills. Ability to remain calm and professional under pressure. Experience in managing and motivating remote teams. Passion for the hospitality industry and a genuine desire to create memorable guest experiences. This role offers a unique opportunity to shape guest experiences from a remote setting.
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0
Guest Relations Manager
20200 Kapsuser
KES120000 Annually
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Posted 1 day ago
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Job Description
Our client, a premier hospitality establishment, is seeking an experienced and charismatic Guest Relations Manager to elevate the guest experience. This hybrid role combines on-site presence with remote flexibility, allowing you to manage operations and engage with guests while also handling administrative tasks remotely. You will be the primary point of contact for guests, ensuring their needs are met with exceptional service and attention to detail. Your goal is to create memorable stays and foster loyalty.
Key responsibilities include overseeing the front desk operations, managing guest inquiries and complaints, and implementing service recovery protocols. You will also coordinate with various hotel departments, such as housekeeping, food and beverage, and maintenance, to ensure seamless service delivery. Developing and maintaining high service standards, training front-line staff, and actively seeking guest feedback to drive continuous improvement are also vital. The ideal candidate will possess a deep understanding of hospitality best practices, excellent interpersonal and communication skills, and a natural ability to anticipate guest needs. Strong problem-solving abilities and a calm demeanor under pressure are essential. You should be adept at managing reservations, understanding hotel software systems, and ensuring efficient check-in and check-out processes. Experience in luxury hotel environments is a significant plus.
This role requires a leader who can motivate a team, inspire exceptional service, and contribute to a positive work environment. You will be responsible for creating and implementing guest engagement programs and ensuring that every guest feels valued and well-cared for. The hybrid nature of this role requires excellent organizational skills and the ability to balance on-site responsibilities with remote administrative tasks, including reporting and strategic planning. You will play a crucial role in shaping the reputation of our establishment through outstanding guest experiences. This is a fantastic opportunity to grow your career in the hospitality industry within a supportive and dynamic team.
Key responsibilities include overseeing the front desk operations, managing guest inquiries and complaints, and implementing service recovery protocols. You will also coordinate with various hotel departments, such as housekeeping, food and beverage, and maintenance, to ensure seamless service delivery. Developing and maintaining high service standards, training front-line staff, and actively seeking guest feedback to drive continuous improvement are also vital. The ideal candidate will possess a deep understanding of hospitality best practices, excellent interpersonal and communication skills, and a natural ability to anticipate guest needs. Strong problem-solving abilities and a calm demeanor under pressure are essential. You should be adept at managing reservations, understanding hotel software systems, and ensuring efficient check-in and check-out processes. Experience in luxury hotel environments is a significant plus.
This role requires a leader who can motivate a team, inspire exceptional service, and contribute to a positive work environment. You will be responsible for creating and implementing guest engagement programs and ensuring that every guest feels valued and well-cared for. The hybrid nature of this role requires excellent organizational skills and the ability to balance on-site responsibilities with remote administrative tasks, including reporting and strategic planning. You will play a crucial role in shaping the reputation of our establishment through outstanding guest experiences. This is a fantastic opportunity to grow your career in the hospitality industry within a supportive and dynamic team.
This advertiser has chosen not to accept applicants from your region.
1
Guest Relations Manager
80100 Nairobi, Nairobi
KES70000 Annually
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Posted 2 days ago
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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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2
Guest Relations Manager
00200 Ongata Rongai, Rift Valley
KES65000 Annually
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Posted 2 days ago
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Job Description
We are looking for a highly motivated and experienced Guest Relations Manager to join our team. This is a fully remote position, allowing you to work from anywhere. You will be the primary point of contact for guests, ensuring their experience is exceptional from booking to departure. Your role will involve managing guest inquiries, resolving issues, coordinating services, and actively seeking feedback to improve our offerings. This position requires outstanding communication skills, a proactive approach, and a deep understanding of customer service excellence in the hospitality sector.
Responsibilities:
Responsibilities:
- Manage all guest communications via email, phone, and chat platforms.
- Address and resolve guest concerns and complaints efficiently and professionally, aiming for high guest satisfaction.
- Coordinate with various departments (e.g., bookings, concierge, local tour operators) to ensure seamless guest experiences.
- Proactively engage with guests to anticipate needs and provide personalized recommendations and services.
- Gather guest feedback through surveys and direct communication, and analyze this data to identify areas for improvement.
- Maintain accurate guest records and preferences in the CRM system.
- Develop and implement strategies to enhance guest loyalty and encourage repeat bookings.
- Assist with the management of online reviews and reputation management on various platforms.
- Provide information about local attractions, activities, and dining options.
- Contribute to the development of service standards and training materials for guest-facing staff.
- Minimum of 3 years of experience in a customer-facing role within the hospitality or tourism industry.
- Proven track record of delivering exceptional customer service and conflict resolution.
- Excellent written and verbal communication skills in English. Fluency in other languages is a plus.
- Strong organizational and time management skills, with the ability to multitask effectively in a remote setting.
- Proficiency in using CRM software, booking platforms, and standard office productivity suites.
- A keen eye for detail and a passion for creating memorable experiences.
- Ability to work independently with minimal supervision and as part of a distributed team.
- A proactive and problem-solving mindset.
- Bachelor's degree in Hospitality Management, Tourism, or a related field is preferred.
This advertiser has chosen not to accept applicants from your region.
3
Guest Relations Manager
30200 Tuwan
KES65000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a prestigious hotel in Kitale, Trans-Nzoia, KE , is looking for an experienced and charismatic Guest Relations Manager to elevate the guest experience. This role is pivotal in ensuring that every guest enjoys a memorable and comfortable stay, acting as the primary point of contact for their needs and inquiries. You will be responsible for overseeing all guest services, including front desk operations, concierge, and in-room amenities, ensuring seamless service delivery and adherence to high standards of hospitality. Your duties will involve proactively addressing guest concerns, resolving issues swiftly and effectively, and anticipating their needs to exceed expectations. You will lead a team of front desk and concierge staff, providing training, motivation, and performance management to foster a culture of excellence. Collaboration with other hotel departments, such as housekeeping, food and beverage, and maintenance, is crucial to ensure a cohesive guest experience. We are seeking an individual with a passion for customer service, strong leadership capabilities, and an in-depth understanding of the hospitality industry. The ability to maintain composure under pressure and handle diverse guest requests with professionalism and grace is essential. This position requires a hands-on approach and a commitment to upholding the reputation of our client as a premier destination in Kitale.
Key Responsibilities:
Key Responsibilities:
- Manage and coordinate all guest service operations, including front desk, concierge, and bell services.
- Act as the main point of contact for guests, addressing inquiries and resolving complaints promptly and courteously.
- Develop and implement guest service standards and procedures to enhance guest satisfaction.
- Train, supervise, and motivate the guest relations team to ensure high levels of service.
- Liaise with various hotel departments to ensure seamless service delivery.
- Monitor guest feedback and implement improvements to enhance the overall guest experience.
- Handle special requests and VIP arrangements with discretion and efficiency.
- Ensure the hotel's brand standards and reputation are maintained at all times.
- Diploma or Bachelor's degree in Hospitality Management or a related field.
- Minimum of 4 years of experience in a guest-facing role within the hotel industry.
- Proven experience in managing front office operations and guest services.
- Excellent leadership, communication, and problem-solving skills.
- Strong knowledge of hotel management systems (PMS).
- A passion for delivering exceptional customer service.
- Ability to work flexible hours, including weekends and holidays.
This advertiser has chosen not to accept applicants from your region.
4
Guest Relations Manager
30700 Tuwan
KES150000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a renowned hospitality establishment, is seeking a dedicated and customer-focused Guest Relations Manager to oversee all aspects of guest services and satisfaction at their premier property in Kitale, Trans-Nzoia, KE . This crucial role involves ensuring every guest experiences exceptional service, from arrival to departure. You will lead a team of front desk and concierge staff, providing training, motivation, and performance management to uphold the highest standards of hospitality. Responsibilities include managing guest inquiries and resolving complaints promptly and efficiently, implementing guest feedback mechanisms, analyzing trends to improve service delivery, and coordinating with various departments (housekeeping, F&B, maintenance) to ensure a seamless guest experience. You will be instrumental in developing and executing strategies to enhance guest loyalty and encourage repeat business, often acting as the main point of contact for VIP guests. The ideal candidate will possess a strong background in hospitality management, with proven experience in guest services and team leadership. Exceptional interpersonal, communication, and problem-solving skills are essential, along with a genuine passion for service excellence and a meticulous attention to detail. A professional demeanor and the ability to remain calm and effective under pressure are required. Fluency in English and local languages is necessary, with additional language skills being an advantage. This is a fantastic opportunity to contribute to a premier hospitality brand and elevate the guest experience.
This advertiser has chosen not to accept applicants from your region.
5
Guest Relations Manager
90200 Gathiruini
KES80000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our esteemed hospitality group is looking for a proactive and customer-centric Guest Relations Manager to join our fully remote team. This role is instrumental in ensuring an exceptional guest experience, fostering loyalty, and driving positive reviews across our properties. You will be responsible for managing guest inquiries and feedback, resolving complaints promptly and effectively, and implementing strategies to enhance guest satisfaction. The ideal candidate will have a strong background in the hospitality industry, with proven experience in guest services, customer relationship management, or front office operations. Excellent interpersonal, communication, and problem-solving skills are essential, along with a passion for delivering outstanding service. You will develop and maintain relationships with guests, anticipate their needs, and personalize their experiences to create memorable stays. This role requires the ability to handle challenging situations with grace and professionalism. You will also be involved in training and mentoring front-line staff to uphold the highest service standards. Staying updated on industry trends and best practices in guest relations is crucial. This is a remote position, supporting our operations which may include properties or services connected to the Mlolongo, Machakos, KE area, allowing you to provide world-class guest support from anywhere. If you are dedicated to exceeding guest expectations and contributing to the reputation of a premier hospitality brand, we invite you to apply. Your efforts will directly impact guest satisfaction and brand perception.
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6
Guest Relations Manager
00100 Abothuguchi West
KES2200000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for a sophisticated and client-focused Guest Relations Manager to elevate the guest experience. This hybrid role offers a balance of remote flexibility and in-person collaboration, based in the vibrant city of Nairobi, Nairobi, KE . You will be instrumental in developing and implementing strategies to ensure unparalleled guest satisfaction, managing client feedback, and resolving service issues with utmost professionalism. The ideal candidate possesses exceptional interpersonal skills, a deep understanding of luxury hospitality standards, and a proven ability to anticipate and exceed guest expectations. Your responsibilities will include overseeing the guest relations team, developing personalized guest experiences, and managing loyalty programs. You will also be responsible for analyzing guest feedback data to identify trends and implement service improvements. Strong communication, problem-solving, and conflict resolution skills are essential for this role. You must be adept at building rapport with guests from diverse backgrounds and ensuring their stay is memorable and comfortable. As part of a hybrid team, you will be comfortable working both independently and collaboratively, utilizing digital tools for remote tasks and engaging actively in on-site meetings and events. We are seeking a highly motivated and detail-oriented individual with a passion for service excellence and a commitment to upholding our client's reputation. The successful applicant will demonstrate discretion, empathy, and a proactive approach to problem-solving.
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7
Guest Relations Manager
40100 Kisumu
KES85000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a premier hospitality group, is seeking an exceptional Guest Relations Manager to elevate the guest experience across their properties. This is a fully remote role, allowing you to oversee guest relations strategies and manage customer feedback from anywhere. You will be responsible for developing and implementing initiatives that enhance guest satisfaction, build loyalty, and ensure seamless service delivery. The ideal candidate will possess outstanding interpersonal skills, a deep understanding of luxury hospitality standards, and a passion for creating memorable experiences.
Key Responsibilities:
Key Responsibilities:
- Develop and execute strategies to enhance overall guest satisfaction and loyalty.
- Oversee the management of guest feedback and online reviews, responding promptly and professionally.
- Implement service recovery procedures to address and resolve guest complaints effectively.
- Establish and maintain high standards for guest service across all touchpoints.
- Train and mentor front-line staff on guest relations best practices and service excellence.
- Create personalized guest experiences and proactively anticipate guest needs.
- Monitor guest satisfaction metrics and identify trends for service improvement.
- Collaborate with department heads (e.g., Front Office, Food & Beverage, Housekeeping) to ensure seamless service delivery.
- Develop and manage guest loyalty programs and initiatives.
- Conduct regular service quality audits and provide constructive feedback to teams.
- Stay abreast of industry trends and best practices in guest relations and customer service.
- Manage the guest database and ensure accurate record-keeping of preferences and history.
- Develop and deliver training modules on customer service excellence for staff.
- Act as a brand ambassador, embodying the company's values and service culture.
- Handle VIP guest arrangements and special requests to ensure a superior experience.
- Analyze guest feedback data to identify areas for operational improvement.
- Proactively seek opportunities to exceed guest expectations.
- Ensure consistent application of service standards across all properties or departments.
- Develop communication strategies to keep guests informed of promotions and property updates.
- Manage relationships with third-party review platforms and ensure positive online reputation.
- Contribute to the development of new service offerings and guest amenities.
- Empower staff to resolve guest issues at the first point of contact.
- Create a positive and supportive work environment for the guest relations team.
- Regularly review and update guest service protocols and training materials.
- Report on guest satisfaction performance to senior management and recommend strategic actions.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 4 years of experience in guest relations, customer service management, or a similar role within the hospitality industry.
- Proven track record of enhancing guest satisfaction and building customer loyalty.
- Exceptional interpersonal, communication, and problem-solving skills.
- Strong understanding of luxury hospitality standards and best practices.
- Experience with customer relationship management (CRM) systems is highly desirable.
- Ability to work independently, manage time effectively, and lead remote teams.
- Proficiency in conflict resolution and service recovery techniques.
- A passion for delivering outstanding customer service and creating memorable experiences.
- Fluency in English and relevant local languages.
This advertiser has chosen not to accept applicants from your region.
8
Guest Relations Manager
00200 Gathiruini
KES85000 Monthly
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a distinguished hospitality establishment in Mlolongo, Machakos , is seeking an experienced and charismatic Guest Relations Manager to enhance the guest experience and ensure exceptional service delivery. This hybrid role requires a dedicated professional who can split their time between on-site supervision and remote coordination, offering flexibility while maintaining high standards. The Guest Relations Manager will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring a memorable stay. You will lead a team of guest service professionals, fostering a positive and efficient work environment. Responsibilities include overseeing check-in/check-out processes, managing guest feedback, and implementing service improvement initiatives. The ideal candidate will have a passion for hospitality, strong leadership skills, and a keen eye for detail. You will also be responsible for coordinating with various departments, including housekeeping, food and beverage, and maintenance, to ensure seamless operations. Developing and executing strategies to build guest loyalty and encourage repeat business will be a key focus. This role demands excellent communication and problem-solving skills, with the ability to remain calm and professional under pressure. You will also be involved in training and mentoring junior staff, ensuring they embody the company's service standards. The hybrid nature of this role allows for strategic planning and administrative tasks to be managed remotely, while on-site presence is crucial for team leadership and direct guest interaction. We are looking for an individual who can contribute to the reputation of our establishment as a leader in guest satisfaction. Your proactive approach to service and commitment to excellence will be highly valued.
Responsibilities:
Responsibilities:
- Manage and oversee daily front desk operations, ensuring efficient check-in and check-out procedures.
- Serve as the main point of contact for guest inquiries, complaints, and special requests, resolving issues promptly and professionally.
- Develop and implement strategies to enhance guest satisfaction and loyalty programs.
- Lead, train, and motivate the guest relations team to deliver exceptional service.
- Monitor guest feedback channels (online reviews, surveys) and implement service improvement actions.
- Coordinate with other departments (housekeeping, F&B, maintenance) to ensure a seamless guest experience.
- Conduct regular team meetings and performance evaluations.
- Manage room allocations and special arrangements for VIP guests.
- Contribute to the development of service standards and operational procedures.
- Handle administrative tasks and reporting remotely, and provide on-site leadership as required.
- Diploma or Degree in Hospitality Management, Tourism, or a related field.
- Minimum of 3 years of experience in a guest-facing role within the hospitality industry.
- Proven experience in a supervisory or management capacity.
- Excellent interpersonal, communication, and problem-solving skills.
- Strong organizational and time-management abilities.
- Proficiency in hotel management software.
- Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.
- Customer-centric approach with a passion for service excellence.
This advertiser has chosen not to accept applicants from your region.
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