7,717 Head Of Guest Relations jobs in Kenya

• Develop and implement comprehensive guest relations strategies to enhance guest satisfaction and loyalty.
• Oversee the management of guest feedback, online reviews, and social media presence.
• Train and mentor hotel staff on service standards, complaint resolution, and personalized guest interactions.
• Develop and manage guest recognition and loyalty programs.
• Act as a key point of contact for VIP guests and address escalated guest concerns promptly and effectively.
• Analyze guest data to identify trends and opportunities for service improvement.
• Collaborate with marketing and operations teams to create unique guest experiences.
• Ensure adherence to brand standards and service excellence across all guest touchpoints.
• Monitor industry best practices in guest relations and recommend innovative approaches.
• Contribute to the development of service-related training materials and initiatives.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 6 years of experience in guest relations, customer service management, or a similar role within the luxury hospitality sector.
• Proven experience in leading teams and developing service strategies remotely.
• Exceptional communication, interpersonal, and problem-solving skills.
• Strong understanding of luxury service standards and customer expectations.
• Proficiency with property management systems (PMS) and customer relationship management (CRM) software.
• Ability to handle high-pressure situations with professionalism and empathy.
• Creative thinking and a passion for delivering exceptional guest experiences.
• Excellent organizational and time management skills.
• Fluency in English and proficiency in other relevant languages is a plus.

• Develop and implement world-class guest service standards and protocols.
• Lead and train remote customer service teams across multiple locations.
• Manage and resolve escalated guest complaints and issues effectively.
• Analyze guest feedback data to identify trends and areas for service improvement.
• Design and oversee guest loyalty and recognition programs.
• Collaborate with property management and marketing teams to enhance guest satisfaction.
• Ensure a consistent and high-quality brand experience for all guests.
• Develop and maintain comprehensive service manuals and training materials.
• Stay abreast of industry best practices and emerging trends in guest relations.
• Drive initiatives to achieve and exceed guest satisfaction targets.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 8 years of experience in guest relations or customer service management within the hospitality sector.
• Proven experience in managing remote teams.
• Exceptional communication, interpersonal, and problem-solving skills.
• Strong analytical abilities and proficiency in CRM and guest feedback platforms.
• Demonstrated ability to handle high-pressure situations with grace and professionalism.
• Adaptability and a proactive approach to working in a remote environment.
• Fluency in English and Swahili is essential; other languages are a plus.

• 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.

• Develop and execute comprehensive guest relations strategies that align with the company's brand and service standards.
• Lead, mentor, and manage a global team of remote guest relations representatives, ensuring high performance and consistent service quality.
• Oversee all guest communication channels, including email, chat, phone, and social media, ensuring prompt and professional responses.
• Implement and refine customer service policies and procedures to enhance guest satisfaction and loyalty.
• Monitor guest feedback and reviews across various platforms, identifying areas for improvement and implementing corrective actions.
• Develop training programs for the guest relations team, focusing on service excellence, conflict resolution, and product knowledge.
• Manage service level agreements (SLAs) and key performance indicators (KPIs) to measure team efficiency and guest satisfaction.
• Collaborate with other departments, such as operations and marketing, to ensure a seamless and positive guest experience.
• Proactively identify potential guest issues and develop strategies to mitigate them before they arise.
• Stay informed about industry trends in hospitality and customer service, bringing innovative ideas to the team.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 6 years of progressive experience in hospitality, with at least 3 years in a management role overseeing guest relations or customer service.
• Demonstrated experience in managing and leading fully remote teams.
• Exceptional understanding of customer service principles and best practices within the hospitality sector.
• Proven ability to develop and implement effective service strategies and training programs.
• Strong analytical and problem-solving skills, with the ability to interpret data and feedback to drive improvements.
• Excellent communication, interpersonal, and leadership skills, with the capacity to inspire and motivate a remote workforce.
• Proficiency in customer relationship management (CRM) software and other relevant service tools.
• Ability to work independently, manage multiple priorities, and adapt to a dynamic, remote work environment.
• Passion for delivering outstanding guest experiences and fostering a culture of service excellence.

• Oversee all front office operations, including check-in, check-out, reservations, and guest inquiries.
• Lead, train, and motivate the front desk team to ensure exceptional service delivery.
• Implement and maintain high standards of guest service and satisfaction.
• Handle guest complaints and resolve issues promptly and effectively.
• Manage room inventory and coordinate with housekeeping and maintenance.
• Ensure accurate billing and payment processing.
• Develop and implement front office procedures to enhance efficiency.
• Monitor staff performance and provide regular feedback.
• Maintain a welcoming and professional atmosphere at the front desk.
• Collaborate with other departments to ensure a seamless guest experience.

• Bachelor's degree in Hospitality Management or a related field.
• Minimum of 5 years of experience in front office management in a luxury hotel or resort setting.
• Proven experience in leading and developing a front desk team.
• Excellent understanding of hotel operations and guest service principles.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in hotel reservation systems (PMS).
• Ability to remain calm and composed under pressure.
• A passion for delivering outstanding guest experiences.
• Flexibility to work various shifts as needed (though this role is remote, coordination might require non-standard hours).

We are seeking a dynamic and highly experienced
Front Office Manager
to join our Front Office team in a world-class, five-star hotel environment. The ideal candidate will be a proven leader with a passion for delivering exceptional guest experiences while driving operational excellence in all aspects of the Front Office.

The Candidate:

• A confident, guest-focused professional with a natural ability to create memorable experiences and inspire a culture of hospitality excellence.
• A results-oriented leader with a
  minimum of 2 years' experience as a Front Office Manager
  in a large, luxury hotel operation.
• A strong business acumen with the ability to analyze performance, optimize resources, and contribute to revenue and profitability goals.
• A
  deep understanding of front office operations
  , including superior knowledge and hands-on expertise with systems such as
  Opera, Reserve, and related technologies
  .
• A
  self-starter
  who thrives in a fast-paced, demanding environment and demonstrates the initiative to anticipate challenges and act decisively.
• Skilled at managing, coaching, and developing a diverse team to deliver consistent, seamless, and outstanding guest service at all times.
• A polished communicator with strong interpersonal and problem-solving skills, capable of building trust and collaboration across all hotel departments.
• Hyatt experience or prior exposure to global luxury hotel chains will be considered a significant advantage.

Qualifications & Requirements:

• Bachelor's degree in Hospitality Management or a related field preferred.
• At least
  2 years' proven track record as a Front Office Manager
  in a luxury five-star property with high guest volumes.
• Extensive knowledge of
  front office procedures, systems, and technology platforms
  (Opera PMS expertise is a must).
• Demonstrated ability to lead with confidence, mentor teams, and resolve complex guest situations with poise and professionalism.
• Strong financial and analytical skills with the ability to forecast, budget, and control costs effectively.
• Exceptional organizational skills, attention to detail, and the ability to balance multiple priorities seamlessly.
• Flexibility to work varied schedules, including weekends and holidays, as the role demands.

This is an outstanding opportunity for a seasoned hospitality leader with a track record of success in luxury hotel operations. If you are passionate about creating flawless guest journeys while driving team excellence, we would love to hear from you.

• Managing and supervising the remote front office team, including scheduling, training, and performance evaluation.
• Ensuring all guest inquiries and requests are handled promptly and professionally.
• Overseeing the reservation system, ensuring accuracy and efficiency.
• Developing and implementing strategies to enhance guest satisfaction and loyalty.
• Monitoring and managing online reviews and responding to feedback.
• Coordinating with housekeeping and maintenance departments to ensure room readiness and guest comfort.
• Handling guest complaints and resolving issues effectively and courteously.
• Maintaining a high standard of appearance and presentation for the remote team.
• Ensuring all front desk operations comply with company policies and procedures.
• Analyzing front office performance metrics and identifying areas for improvement.
• Implementing upselling strategies to increase revenue.
• Liaising with other departments to ensure smooth overall hotel operations.