2,258 Guest Services jobs in Kenya
Job Description
Our client, a premier hospitality group, is seeking a visionary Director of Guest Services to lead their remote guest relations team. This executive role is designed to elevate the guest experience across all our properties, ensuring unparalleled service standards and customer satisfaction. You will be responsible for developing and implementing innovative strategies to enhance guest loyalty and operational excellence in service delivery. This includes setting service standards, developing training programs for front-line staff, and implementing feedback mechanisms to continuously improve guest satisfaction. The Director will oversee the management of guest inquiries, complaints, and special requests, ensuring timely and effective resolution. You will work closely with property management, marketing, and operations teams to align guest service initiatives with overall business goals. A key aspect of this role involves analyzing guest data to identify trends, preferences, and opportunities for personalized service offerings. You will also be responsible for managing the budget for the guest services department and reporting on key performance indicators to senior leadership. This position requires exceptional leadership, strong interpersonal skills, and a passion for service excellence. As a fully remote role, outstanding communication skills, particularly in leading virtual teams and engaging with stakeholders digitally, are essential. The ideal candidate will possess a deep understanding of the hospitality industry, luxury service standards, and best practices in customer relationship management. You should be adept at leveraging technology to enhance guest experiences and streamline service operations. This is a unique opportunity to shape the guest experience for a renowned brand and drive its reputation for outstanding hospitality.
Qualifications:
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field. Master’s degree preferred.
- Minimum of 10 years of progressive experience in hospitality management, with at least 5 years in a senior guest services or customer experience role.
- Demonstrated success in developing and implementing customer service strategies that improve guest satisfaction and loyalty.
- Proven leadership skills with experience managing and motivating remote teams.
- Excellent understanding of hotel operations and the nuances of the tourism industry.
- Strong analytical skills with the ability to interpret guest feedback and data.
- Exceptional communication, presentation, and interpersonal skills, suitable for remote interaction.
- Proficiency in hotel management software (PMS) and CRM systems.
- Experience in crisis management and service recovery is highly valued.
- A passion for delivering exceptional guest experiences and a commitment to service excellence.
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Job Description
Our client is seeking an experienced and charismatic Head of Guest Services to lead their guest experience initiatives. This fully remote role requires a visionary leader passionate about delivering exceptional service in the hospitality sector. You will be responsible for developing and implementing strategies to enhance guest satisfaction, streamline service operations, and foster a culture of service excellence across all touchpoints. The ideal candidate will have a strong background in hospitality management, with a proven ability to manage teams, resolve guest issues effectively, and drive continuous improvement in service delivery. You will oversee guest relations, concierge services, and front desk operations (virtually), ensuring seamless experiences for all guests. Key responsibilities include training and mentoring service staff, developing service standards, and implementing feedback mechanisms to continuously improve guest experiences. This role demands excellent communication, problem-solving, and interpersonal skills. You will also be involved in managing operational budgets related to guest services and collaborating with other departments to ensure a cohesive guest journey. Staying abreast of industry best practices and innovative service solutions is crucial. The ability to lead and motivate a remote team, ensuring high performance and dedication to service standards, is paramount. If you are a dedicated hospitality professional with a commitment to exceeding guest expectations and a passion for creating memorable experiences, we invite you to apply. This remote role supports hospitality services in Nyeri, Nyeri, KE .
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1
Head of Remote Guest Services
Posted 1 day ago
Job Viewed
Job Description
Our client, a premier hospitality group, is seeking an experienced and dynamic Head of Remote Guest Services to lead their virtual customer support and engagement initiatives. This is a critical, fully remote leadership position responsible for ensuring exceptional guest experiences through all digital touchpoints. You will oversee a team of remote guest service agents, develop and implement strategies to enhance guest satisfaction, and manage online reputation across various platforms. The ideal candidate will possess a deep understanding of the hospitality industry, combined with proven experience in customer service management, particularly within a remote or distributed team environment. Key responsibilities include establishing and maintaining high service standards, training and mentoring the guest services team, analyzing guest feedback to identify trends and areas for improvement, and collaborating with marketing and operations teams to align service delivery with brand objectives. You must demonstrate excellent leadership, communication, and problem-solving skills, along with a strong ability to manage performance and foster a positive team culture in a virtual setting. A Bachelor's degree in Hospitality Management, Business Administration, or a related field, along with at least 6 years of progressive experience in hospitality guest services or customer relations, is required. Experience managing remote teams is essential. If you are passionate about delivering world-class guest experiences and possess the leadership acumen to guide a remote team, this is an exceptional opportunity to shape the future of guest engagement for our client.
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2
Guest Services Coordinator - Remote
Posted 20 days ago
Job Viewed
Job Description
Our client, a prominent player in the hospitality and tourism sector, is seeking a dedicated and customer-focused Guest Services Coordinator to join their fully remote support team. This role is instrumental in ensuring an exceptional guest experience from initial inquiry through post-stay feedback. You will be the primary point of contact for guests, handling bookings, addressing inquiries, resolving issues, and coordinating various services to meet their needs. The ideal candidate possesses outstanding communication skills, a passion for hospitality, and the ability to manage multiple tasks efficiently in a fast-paced, remote environment. You will leverage technology to provide seamless support and contribute to guest satisfaction and loyalty.
Responsibilities:
Responsibilities:
- Manage incoming guest inquiries via phone, email, and chat regarding reservations, services, and general information.
- Assist guests with booking accommodations, tours, and other hospitality services.
- Process reservations, modifications, and cancellations accurately and efficiently.
- Provide information on local attractions, activities, and transportation options.
- Resolve guest complaints and issues promptly and professionally, escalating when necessary.
- Coordinate with internal departments (e.g., housekeeping, maintenance, F&B) to fulfill guest requests.
- Collect and document guest feedback, identifying areas for service improvement.
- Maintain a comprehensive understanding of company offerings, policies, and procedures.
- Ensure all guest interactions adhere to the company's service standards.
- Contribute to maintaining positive online reviews and guest satisfaction metrics.
- Proven experience in customer service, preferably within the hospitality or tourism industry.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and a genuine passion for guest service.
- Proficiency in using reservation systems and customer relationship management (CRM) software.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- Strong problem-solving abilities and the capacity to handle challenging situations with composure.
- Tech-savvy with experience using video conferencing tools and standard office software.
- High school diploma or equivalent; relevant certifications or associate degree a plus.
- Ability to work flexible hours, including evenings and weekends, as needed for remote support.
- A positive attitude and a commitment to delivering outstanding guest experiences.
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3
Remote Guest Services Coordinator
Posted 15 days ago
Job Viewed
Job Description
Our client, a boutique hotel chain dedicated to providing exceptional guest experiences, is seeking a charming and efficient Remote Guest Services Coordinator. This is a fully remote position, enabling you to deliver world-class service from the comfort of your home. You will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring their stay is memorable and seamless. The ideal candidate will possess outstanding communication and problem-solving skills, a passion for hospitality, and the ability to manage multiple tasks in a fast-paced virtual environment. Your role will be crucial in maintaining our client's reputation for outstanding customer care and exceeding guest expectations. You will handle a variety of tasks, including booking inquiries, pre-arrival arrangements, in-stay support, and post-stay follow-ups, all through digital channels.
Key Responsibilities:
Key Responsibilities:
- Respond promptly and professionally to guest inquiries via email, chat, and phone.
- Assist guests with booking reservations, modifications, and cancellations.
- Provide information about hotel amenities, local attractions, and services.
- Handle guest requests and resolve complaints efficiently and empathetically.
- Coordinate with on-site staff to ensure guest needs are met during their stay.
- Manage guest feedback and online reviews, responding constructively.
- Prepare pre-arrival information packages for guests.
- Process guest payments and maintain accurate records.
- Assist with special requests and personalize guest experiences.
- Document all guest interactions and resolutions in the CRM system.
- Contribute to developing and improving guest service standards and protocols.
- Stay updated on hotel policies, services, and local events.
- Upsell additional services and amenities when appropriate.
- Ensure a high level of customer satisfaction is consistently achieved.
- Proactively identify opportunities to enhance the guest experience.
- High school diploma or equivalent; a degree in Hospitality Management or a related field is a plus.
- Minimum of 2 years of experience in customer service, preferably within the hospitality industry.
- Exceptional written and verbal communication skills in English.
- Strong interpersonal skills and a genuine passion for guest service.
- Excellent problem-solving and conflict-resolution abilities.
- Proficiency in using online booking systems and CRM software.
- Ability to multitask and manage time effectively in a remote, fast-paced environment.
- A patient, calm, and professional demeanor.
- Reliable internet connection and a suitable home office setup.
- Flexibility to work varying shifts, including weekends and holidays, as needed for a 24/7 operation.
- Experience with virtual communication tools (e.g., Zoom, Slack) is beneficial.
- A proactive approach to anticipating and meeting guest needs.
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4
Guest Services Coordinator
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a vibrant and customer-focused Guest Services Coordinator to join their bustling hospitality team in **Bungoma, Bungoma, KE**. This role is ideal for an individual with a passion for providing exceptional guest experiences and a keen eye for detail. You will be the first point of contact for many guests, ensuring their stay is comfortable, memorable, and seamless. This position requires a blend of in-person interaction and remote coordination.
Responsibilities:
Responsibilities:
- Greet and check-in guests, providing a warm and welcoming atmosphere.
- Handle guest inquiries, requests, and complaints promptly and professionally, both in person and via phone/email.
- Manage room bookings, reservations, and cancellations with accuracy.
- Coordinate with housekeeping and maintenance departments to ensure guest rooms are clean and in good order.
- Process payments and maintain accurate records of financial transactions.
- Provide information about local attractions, amenities, and services.
- Assist with event coordination and support for in-house functions.
- Develop and maintain positive relationships with guests, anticipating their needs.
- Respond to emergencies and critical incidents with composure and efficiency.
- Contribute to a positive team environment and assist colleagues as needed.
- High school diploma or equivalent; a diploma in Hospitality Management is a plus.
- Proven experience in customer service, preferably within the hospitality industry.
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Proficiency in using property management systems (PMS) and standard office software.
- Ability to remain calm and effective under pressure.
- A flexible and adaptable approach to work, including the ability to work some evenings and weekends.
- Knowledge of the **Bungoma, Bungoma, KE** area is advantageous.
- A friendly, outgoing personality with a genuine desire to help others.
- Ability to work both independently and as part of a team.
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5
Senior Operations Director - Remote Guest Services
Posted 20 days ago
Job Viewed
Job Description
Our client, a leading name in the Hospitality & Tourism sector, is seeking an experienced and visionary Senior Operations Director to lead their remote Guest Services division. This pivotal role will shape and manage the end-to-end guest experience for a global clientele, leveraging technology and innovative service delivery models. The ideal candidate will have a distinguished background in hospitality management, customer service operations, and a proven ability to build and lead high-performing, geographically dispersed teams. You will be responsible for establishing and maintaining exceptional service standards, implementing operational efficiencies, and driving guest satisfaction across all touchpoints. Key responsibilities include developing service protocols, managing customer feedback systems, and ensuring seamless communication and resolution of guest inquiries and issues. You will also oversee the training and development of remote guest relations staff, fostering a culture of excellence and proactive service. This role requires a strategic thinker with a strong understanding of the hospitality landscape, emerging service technologies, and customer relationship management. The ability to analyze service data, identify trends, and implement data-driven improvements is essential. You will collaborate closely with various departments, including marketing, technology, and operational teams, to ensure a cohesive and superior guest journey. This is a unique opportunity to significantly impact the guest experience within a thriving hospitality group, all while enjoying the ultimate flexibility of a fully remote work arrangement. Your leadership will be instrumental in setting new benchmarks for remote hospitality service delivery.This position is fully remote, focused on delivering exceptional guest services and managing operations for the Hospitality & Tourism sector, with strategic impact on global operations and client support originating from regions like Kericho, Kericho, KE.
Key Responsibilities:
Key Responsibilities:
- Develop and implement strategies for superior remote guest services.
- Oversee the daily operations of the remote guest relations team.
- Establish and maintain high service standards and operational protocols.
- Manage guest feedback mechanisms and implement service improvement initiatives.
- Lead and mentor a global, remote team of guest service professionals.
- Ensure seamless communication and effective issue resolution for guests.
- Collaborate with cross-functional teams to enhance the overall guest experience.
- Analyze service metrics and provide data-driven insights for operational enhancements.
- Drive innovation in service delivery through technology adoption and process improvement.
- Develop and deliver comprehensive training programs for remote staff.
- Manage operational budgets and resources effectively.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field; Master's degree preferred.
- Minimum of 10 years of progressive experience in hospitality operations and customer service management.
- Demonstrated success in leading and managing large, remote customer service or operations teams.
- Strong understanding of the hospitality and tourism industry, including current trends and technologies.
- Exceptional leadership, interpersonal, and communication skills.
- Proven ability to drive operational excellence and enhance guest satisfaction.
- Experience with CRM systems, service management software, and communication platforms.
- Strategic thinking and problem-solving capabilities.
- Ability to manage complex projects and adapt to changing business needs in a remote environment.
- Commitment to fostering a positive and high-performing team culture.
- Experience in luxury hospitality is a significant plus.
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6
Senior Remote Hotel Operations & Guest Services Director
Posted 18 days ago
Job Viewed
Job Description
Our client, a premier hospitality group, is looking for an accomplished Senior Remote Hotel Operations & Guest Services Director to lead its remote operational initiatives. This is a pivotal fully remote role requiring extensive experience in hotel management, a passion for exceptional guest service, and the ability to drive operational excellence from a distance. You will be responsible for overseeing the strategic direction of hotel operations, ensuring seamless guest experiences, and maximizing revenue while maintaining high standards of quality and efficiency. The ideal candidate will have a deep understanding of front-of-house and back-of-house operations, staff management, and financial oversight. This position offers a unique opportunity to influence and manage hotel operations remotely.
Responsibilities:
Responsibilities:
- Develop and implement operational strategies to enhance guest satisfaction and loyalty.
- Oversee day-to-day hotel operations, including front desk, housekeeping, F&B, and maintenance, ensuring efficiency and quality.
- Manage and mentor remote hotel management teams, fostering a culture of excellence.
- Ensure adherence to brand standards, service protocols, and operational procedures.
- Monitor financial performance, including budgeting, forecasting, and cost control.
- Identify opportunities for revenue generation and service innovation.
- Handle escalated guest concerns and ensure prompt, satisfactory resolutions.
- Collaborate with sales and marketing teams to drive occupancy and revenue.
- Implement and oversee preventative maintenance programs.
- Ensure compliance with health, safety, and security regulations.
- Analyze operational data and implement improvements based on findings.
- Develop and deliver training programs for hotel staff on service standards and operational procedures.
- Conduct regular remote property inspections and performance reviews.
- Stay abreast of industry trends and best practices in hotel management.
- Lead initiatives aimed at improving operational efficiency and profitability.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 10 years of progressive experience in hotel operations management, with at least 5 years in a senior leadership role.
- Proven track record of successfully managing hotel operations and delivering exceptional guest experiences.
- Strong understanding of hotel financial statements, P&L, and budgeting.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to manage remote teams and drive performance.
- Proficiency in property management systems (PMS) and other hotel software.
- Strong problem-solving and decision-making abilities.
- Ability to work independently and manage multiple priorities in a dynamic remote environment.
- Passion for hospitality and a commitment to service excellence.
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7
Front Desk and Guest Relations Manager
Posted 13 days ago
Job Viewed
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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8
Remote Hospitality Guest Services Coordinator
Posted 12 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Remote Hospitality Guest Services Coordinator to join their expanding team. This role is essential in ensuring an exceptional guest experience through proactive communication and efficient problem-solving, all managed from a remote setting. The coordinator will be the primary point of contact for guests, handling inquiries, managing reservations, and addressing concerns with professionalism and empathy. This position is fully remote, offering the flexibility to work from anywhere while delivering top-tier service. Our client prides itself on providing outstanding hospitality, and this role is pivotal in maintaining those high standards. The ideal candidate will possess a passion for service, excellent communication skills, and the ability to thrive in a virtual environment.
Responsibilities:
Responsibilities:
- Manage and respond to guest inquiries via phone, email, and chat platforms promptly and professionally.
- Process and confirm reservations, modifications, and cancellations with accuracy.
- Provide detailed information about services, amenities, and local attractions.
- Proactively address and resolve guest issues and complaints to ensure satisfaction.
- Coordinate with various hotel departments (when applicable) to fulfill guest requests.
- Maintain guest records and update information in the property management system (PMS).
- Assist with pre-arrival communications, including welcome emails and special requests.
- Gather guest feedback and report on trends or recurring issues.
- Uphold the company's service standards and brand reputation.
- Contribute to team efforts by accomplishing related results as needed.
- Proven experience in customer service, hospitality, or a related field is highly preferred.
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency with reservation systems and CRM software is a plus.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- Adept at using communication tools and technology for remote work.
- Empathy, patience, and a genuine desire to help guests.
- Ability to remain calm and professional under pressure.
- High school diploma or equivalent required; further education in hospitality or tourism is a bonus.
- Must have a reliable internet connection and a dedicated workspace for remote operation.
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