2,467 Head Of Guest Relations Experience jobs in Kenya
Head of Guest Relations & Experience
Posted 25 days ago
Job Viewed
Job Description
Our client is seeking a visionary and charismatic Head of Guest Relations & Experience to elevate the standard of service within their hospitality offerings. This is a pivotal, fully remote role focused on designing and implementing strategies that ensure exceptional guest satisfaction and loyalty. You will be responsible for setting the tone for guest interactions, developing service protocols, and leading initiatives that enhance the overall guest journey.
Key responsibilities include analyzing guest feedback to identify trends and areas for improvement, developing training programs for front-line staff on service excellence, and managing online reputation and review platforms. You will work closely with various departments, including operations, marketing, and sales, to ensure a cohesive and outstanding guest experience. The ideal candidate will have a deep understanding of the hospitality industry, a passion for service innovation, and proven experience in creating memorable guest interactions. This role requires exceptional interpersonal skills, a proactive approach to problem-solving, and the ability to inspire and motivate teams, even in a remote setting. You will be instrumental in shaping the brand's reputation for superior hospitality and ensuring repeat business through unparalleled service. Strategic planning for guest loyalty programs and personalized experiences will be a key focus. Your ability to anticipate guest needs and proactively address them will be paramount.
Qualifications: A Bachelor's degree in Hospitality Management, Business Administration, or a related field is required. A minimum of 5 years of experience in guest relations, customer experience management, or a similar role within the hospitality sector is essential. Proven experience in developing and implementing successful guest service strategies is mandatory. Excellent communication, leadership, and problem-solving skills are critical. Familiarity with guest feedback platforms and CRM systems is a plus. This is a fully remote position supporting our client's operations related to **Ongata Rongai, Kajiado, KE** and other locations.
Key responsibilities include analyzing guest feedback to identify trends and areas for improvement, developing training programs for front-line staff on service excellence, and managing online reputation and review platforms. You will work closely with various departments, including operations, marketing, and sales, to ensure a cohesive and outstanding guest experience. The ideal candidate will have a deep understanding of the hospitality industry, a passion for service innovation, and proven experience in creating memorable guest interactions. This role requires exceptional interpersonal skills, a proactive approach to problem-solving, and the ability to inspire and motivate teams, even in a remote setting. You will be instrumental in shaping the brand's reputation for superior hospitality and ensuring repeat business through unparalleled service. Strategic planning for guest loyalty programs and personalized experiences will be a key focus. Your ability to anticipate guest needs and proactively address them will be paramount.
Qualifications: A Bachelor's degree in Hospitality Management, Business Administration, or a related field is required. A minimum of 5 years of experience in guest relations, customer experience management, or a similar role within the hospitality sector is essential. Proven experience in developing and implementing successful guest service strategies is mandatory. Excellent communication, leadership, and problem-solving skills are critical. Familiarity with guest feedback platforms and CRM systems is a plus. This is a fully remote position supporting our client's operations related to **Ongata Rongai, Kajiado, KE** and other locations.
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Head of Guest Experience
Posted 16 days ago
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Job Description
Our client is seeking a visionary and passionate Head of Guest Experience to lead the enhancement of their hospitality and tourism offerings. This is a fully remote position, ideal for a strategic thinker who can shape exceptional guest journeys from a distance. You will be responsible for developing and implementing innovative strategies to elevate the overall guest experience, ensuring unparalleled satisfaction and loyalty. The ideal candidate possesses a deep understanding of the hospitality industry, a creative approach to service design, and proven leadership skills in driving customer-centric initiatives.
Responsibilities:
Responsibilities:
- Develop and execute a comprehensive guest experience strategy to differentiate our client's offerings in the market.
- Design and implement innovative service standards and protocols across all guest touchpoints.
- Analyze guest feedback and operational data to identify areas for improvement and implement corrective actions.
- Lead and inspire cross-functional teams to deliver consistently exceptional guest experiences.
- Create and manage training programs focused on service excellence for staff.
- Monitor industry trends and best practices in hospitality and tourism to drive innovation.
- Develop and manage budgets related to guest experience initiatives.
- Foster a strong service-oriented culture throughout the organization.
- Collaborate with marketing and operations to ensure brand consistency and message alignment.
- Measure and report on key guest satisfaction metrics and their impact on business success.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field. Master's degree is a plus.
- Minimum of 8 years of experience in the hospitality or tourism industry, with at least 4 years in a senior leadership role focused on guest experience or operations.
- Proven track record of successfully implementing strategies that have significantly improved guest satisfaction and loyalty.
- Deep understanding of service design, customer journey mapping, and customer relationship management.
- Excellent leadership, communication, and interpersonal skills.
- Creative and innovative thinking with a passion for delivering memorable experiences.
- Strong analytical skills with the ability to interpret guest feedback and data.
- Experience in managing remote teams or working in a distributed environment is advantageous.
- Proficiency in hospitality management software and customer feedback platforms.
- A genuine passion for service excellence and guest satisfaction.
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Global Head of Guest Experience
Posted 9 days ago
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Job Description
Our client, a prestigious international hospitality group, is searching for an exceptional and globally-minded Global Head of Guest Experience. This is a fully remote, senior leadership role dedicated to shaping and elevating the guest journey across all properties and brands. You will be responsible for developing and implementing innovative strategies that enhance customer satisfaction, loyalty, and positive reviews. The ideal candidate will possess a deep understanding of the hospitality industry, exceptional customer service acumen, and a proven ability to drive service excellence. Your responsibilities will include designing and refining service standards, implementing training programs for staff worldwide, and leveraging guest feedback to identify areas for improvement. You will also lead initiatives focused on digital guest engagement, personalization, and creating memorable experiences. A key part of this role is analyzing guest data and market trends to anticipate evolving needs and preferences. You will collaborate closely with regional management teams, marketing, operations, and technology departments to ensure a cohesive and superior guest experience. This position requires strong leadership, strategic thinking, and excellent communication skills to inspire and guide teams across different cultures and time zones. While this role is fully remote, the company operates numerous acclaimed establishments, including in **Kitale, Trans-Nzoia, KE**, and a global perspective on tourism and hospitality is essential. A Bachelor's degree in Hospitality Management, Business Administration, or a related field is required, along with a minimum of 12 years of progressive experience in guest relations, service management, or a similar role within the luxury hospitality sector. Experience with global brands and managing remote teams is highly valued. If you are passionate about delivering unparalleled guest experiences and possess the leadership skills to drive global service innovation from a remote setting, we encourage you to apply.
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Remote Head of Guest Experience
Posted 8 days ago
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Job Description
Our client, a rapidly expanding luxury travel and hospitality group, is seeking an experienced and visionary Remote Head of Guest Experience to revolutionize their service standards. This fully remote position is critical to shaping and maintaining an exceptional guest journey across all their properties and digital touchpoints. You will be responsible for developing and implementing innovative strategies that elevate customer satisfaction, foster loyalty, and drive positive online reviews. The ideal candidate is a strategic thinker with a deep understanding of the hospitality industry and a passion for delivering unparalleled guest service.
Responsibilities:
Qualifications:
This fully remote position offers the flexibility to work from anywhere, while closely supporting our client's operations in Embu, Embu, KE and globally. You will be a key player in shaping the future of our guest services.
Responsibilities:
- Design and implement a comprehensive guest experience strategy that aligns with the company's brand values and objectives.
- Develop and refine service standards, protocols, and training programs for all guest-facing teams.
- Analyze guest feedback from various channels (surveys, reviews, social media) to identify areas for improvement and implement corrective actions.
- Leverage technology and data analytics to personalize guest experiences and anticipate needs.
- Create engaging and memorable touchpoints throughout the guest journey, from booking to post-stay follow-up.
- Collaborate with marketing, operations, and product development teams to ensure a consistent and exceptional brand experience.
- Develop and manage customer loyalty programs and initiatives to enhance guest retention.
- Monitor industry trends and best practices in hospitality and guest experience management.
- Oversee the management of online reputation and review platforms.
- Train and mentor property-level management teams on delivering superior guest service.
- Develop key performance indicators (KPIs) for guest experience and track performance against targets.
- Champion a guest-centric culture throughout the organization.
Qualifications:
- Minimum of 8 years of progressive experience in hospitality management, with at least 5 years in a senior role focused on guest experience, customer service, or brand management.
- Demonstrated success in developing and implementing innovative guest experience strategies that have led to measurable improvements.
- Exceptional understanding of the luxury hospitality market and customer expectations.
- Strong analytical skills with the ability to interpret guest data and translate insights into actionable plans.
- Excellent communication, presentation, and interpersonal skills, with the ability to influence and engage diverse stakeholders.
- Proven experience in developing and delivering high-impact training programs.
- Proficiency in CRM systems and guest feedback platforms.
- A proactive, results-oriented approach with a passion for service excellence.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field. An MBA or advanced degree is a plus.
- Ability to thrive in a fully remote work environment, demonstrating strong self-discipline and time management skills.
This fully remote position offers the flexibility to work from anywhere, while closely supporting our client's operations in Embu, Embu, KE and globally. You will be a key player in shaping the future of our guest services.
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Head of Guest Experience - Remote
Posted 11 days ago
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Job Description
Our client, a prominent player in the hospitality sector, is searching for an inspirational Head of Guest Experience to lead their remote operations. This pivotal role is dedicated to enhancing and defining the exceptional guest journeys across all touchpoints. You will be at the forefront of innovating and implementing strategies that elevate customer satisfaction, foster loyalty, and differentiate our client in the competitive travel market. Your responsibilities will include developing and overseeing comprehensive guest experience programs, analyzing guest feedback and data to identify areas for improvement, and implementing service standards that align with the brand's vision. You will collaborate with various departments, including marketing, operations, and digital teams, through advanced virtual platforms to ensure a cohesive and superior guest experience. This role demands a creative thinker with a profound understanding of hospitality best practices and a passion for service excellence. You will lead a remote team of experience specialists, providing guidance, training, and motivation to ensure consistent service delivery. Developing and implementing digital tools and platforms to enhance guest interactions and streamline service delivery will also be a key focus. The ability to interpret guest sentiment, identify emerging trends, and proactively address potential issues is crucial. We seek a leader who can inspire and champion a guest-centric culture throughout the organization. This is an exciting opportunity to shape the future of hospitality guest experiences from **Kericho, Kericho, KE**, with the full autonomy of a remote position. You will be responsible for setting KPIs, monitoring performance, and reporting on guest satisfaction metrics. A Bachelor's degree in Hospitality Management, Business Administration, or a related field, coupled with at least 7 years of progressive experience in guest relations, customer experience management, or a similar leadership role within the hospitality industry, is required. Exceptional communication, interpersonal, and problem-solving skills are essential. Experience with CRM systems and guest feedback platforms is highly desirable. This role requires a strategic mindset and a hands-on approach to service innovation.
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4
Head of Global Guest Experience Strategy
Posted 19 days ago
Job Viewed
Job Description
Our client, a renowned leader in the hospitality sector, is seeking a visionary Head of Global Guest Experience Strategy. This is a fully remote position, allowing you to leverage your expertise from any location. You will be responsible for shaping and implementing a cohesive global strategy that elevates the guest experience across all touchpoints. This role requires a deep understanding of customer journey mapping, service design principles, and the nuances of the tourism industry. You will lead initiatives to innovate guest services, ensure consistent brand delivery worldwide, and foster a culture of exceptional hospitality within our client's network of properties. Your responsibilities will include analyzing guest feedback data, identifying key areas for improvement, and developing data-driven strategies to enhance satisfaction and loyalty. You will work closely with regional operational teams, marketing departments, and technology providers to ensure seamless execution of the guest experience vision. This position demands a proactive approach to trend analysis, competitor benchmarking, and the adoption of emerging technologies that can further delight guests. You will be a key advocate for the guest, ensuring their needs and expectations are at the forefront of all strategic decisions. The role involves developing training programs and best practices to empower frontline staff globally to deliver an unparalleled service. Collaboration with cross-functional teams to ensure operational alignment with the strategic goals is paramount. The ideal candidate possesses extensive experience in luxury hospitality or a related service industry, with a proven ability to develop and execute successful guest experience strategies on a global scale. Exceptional leadership, communication, and interpersonal skills are essential for success in this dynamic, remote role. The ** Meru, Meru, KE ** location indicates the context for which this role's strategic planning is applied, although the work is conducted remotely.
Responsibilities:
Responsibilities:
- Develop and implement a comprehensive global guest experience strategy.
- Analyze guest feedback and market trends to identify strategic opportunities.
- Oversee the design and delivery of exceptional guest services across all properties.
- Collaborate with regional teams to ensure consistent brand standards and service excellence.
- Drive innovation in guest engagement and loyalty programs.
- Develop and deliver training programs for guest-facing staff.
- Champion a guest-centric culture throughout the organization.
- Bachelor's degree in Hospitality Management, Marketing, or a related field. Master's preferred.
- 10+ years of experience in guest experience management, preferably in international hospitality.
- Proven success in developing and implementing global service strategies.
- Strong analytical skills and experience with customer journey mapping and data analysis.
- Excellent leadership, communication, and stakeholder management abilities.
- Deep understanding of the tourism and hospitality industry.
This advertiser has chosen not to accept applicants from your region.
5
Head of Guest Experience - Luxury Resorts
Posted 25 days ago
Job Viewed
Job Description
Our client, a prestigious international hotel group renowned for its exceptional standards in luxury hospitality, is seeking a visionary Head of Guest Experience to lead their remote operations team. This role is critical in shaping and maintaining unparalleled guest satisfaction across all properties, ensuring every interaction reflects the brand's commitment to excellence. As a fully remote position, you will leverage technology and innovative communication strategies to guide and inspire on-site teams. Your primary focus will be to develop and implement world-class service standards, training programs, and operational protocols that enhance the overall guest journey. You will analyze guest feedback data, identify areas for improvement, and devise proactive solutions to address potential issues before they arise. This involves staying abreast of the latest trends in luxury hospitality and anticipating the evolving needs and desires of discerning travelers. Collaboration with property General Managers, department heads, and marketing teams will be essential to ensure seamless service delivery and consistent brand representation. You will be responsible for creating memorable experiences that foster guest loyalty and drive positive reviews. The ideal candidate will have a deep passion for hospitality and a proven track record of success in senior-level guest relations, service management, or operations within the luxury hotel sector. A minimum of 8 years of progressive experience is required, with at least 3 years in a leadership role. A degree in Hospitality Management, Tourism, or a related field is highly preferred. Exceptional leadership, communication, and problem-solving skills are paramount. You must possess an innate understanding of luxury service etiquette and the ability to motivate and empower teams from a distance. Proficiency in utilizing various digital communication and project management tools is essential for this remote role. This is a unique opportunity to influence the guest experience at a global scale, working flexibly from anywhere in the world for a leader in hospitality.
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Head of Guest Experience & Operations
Posted 21 days ago
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Job Description
Our client is looking for an exceptional and visionary Head of Guest Experience & Operations to lead their hospitality services. This is a fully remote position, offering the flexibility to manage and enhance guest services from anywhere. You will be responsible for setting the standard for unparalleled guest satisfaction, overseeing all operational aspects of guest services, and driving continuous improvement initiatives. Your role will involve developing and implementing strategies to elevate the overall guest journey, from booking and arrival to departure and post-stay engagement.
Key responsibilities include training and motivating service teams, managing service standards, handling guest feedback and complaints with professionalism, and ensuring seamless operational execution. You will analyze guest feedback data to identify trends and implement improvements that enhance satisfaction and loyalty. The ideal candidate will have extensive experience in hospitality management, with a strong focus on guest relations, service excellence, and operational efficiency. A proven track record of leadership and developing high-performing teams is essential. Excellent communication, problem-solving, and decision-making skills are critical. You should be passionate about creating memorable experiences and have a deep understanding of the hospitality industry. We are seeking an individual who can think strategically, manage effectively in a remote environment, and consistently deliver exceptional service. This is an exciting opportunity to shape the guest experience at a leading establishment. The role is based in **Kitale, Trans-Nzoia, KE**, but operates as a fully remote position, allowing for global collaboration.
Key responsibilities include training and motivating service teams, managing service standards, handling guest feedback and complaints with professionalism, and ensuring seamless operational execution. You will analyze guest feedback data to identify trends and implement improvements that enhance satisfaction and loyalty. The ideal candidate will have extensive experience in hospitality management, with a strong focus on guest relations, service excellence, and operational efficiency. A proven track record of leadership and developing high-performing teams is essential. Excellent communication, problem-solving, and decision-making skills are critical. You should be passionate about creating memorable experiences and have a deep understanding of the hospitality industry. We are seeking an individual who can think strategically, manage effectively in a remote environment, and consistently deliver exceptional service. This is an exciting opportunity to shape the guest experience at a leading establishment. The role is based in **Kitale, Trans-Nzoia, KE**, but operates as a fully remote position, allowing for global collaboration.
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7
Remote Head of Guest Experience Strategy
Posted 8 days ago
Job Viewed
Job Description
Our client, a leader in the hospitality sector, is seeking a visionary Remote Head of Guest Experience Strategy to redefine and elevate the guest journey. This is a fully remote position that will allow you to conceptualize and implement world-class service standards and innovative guest engagement initiatives from anywhere. You will be responsible for developing comprehensive strategies that ensure exceptional customer satisfaction, loyalty, and positive brand perception across all touchpoints. This role requires a deep understanding of hospitality trends, customer psychology, and digital engagement platforms.
Key Responsibilities:
Qualifications:
This senior leadership role, supporting **Thika, Kiambu, KE**, is a fully remote position offering significant autonomy.
Key Responsibilities:
- Develop and implement a holistic guest experience strategy aligned with the company's brand vision and business objectives.
- Analyze guest feedback, market research, and operational data to identify opportunities for service improvement and innovation.
- Design and oversee the implementation of service standards, protocols, and training programs to ensure consistent, high-quality guest interactions.
- Lead initiatives to enhance guest loyalty programs, personalize guest experiences, and foster strong customer relationships.
- Collaborate with marketing, operations, and technology teams to create seamless and engaging guest journeys across digital and physical channels.
- Benchmark best practices in guest experience and service innovation within the hospitality industry and beyond.
- Develop and manage key performance indicators (KPIs) for guest satisfaction, loyalty, and service excellence.
- Champion a guest-centric culture throughout the organization, inspiring teams to prioritize guest needs.
- Manage relationships with external vendors and partners contributing to the guest experience.
- Stay current with emerging trends in hospitality, travel technology, and customer experience management.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field; Master's degree preferred.
- Minimum of 8 years of progressive experience in guest experience, customer service management, or brand strategy within the hospitality or luxury goods sector.
- Proven track record of developing and implementing successful guest experience strategies that drive customer loyalty and satisfaction.
- Exceptional understanding of customer journey mapping, service design, and data analytics.
- Strong leadership, strategic thinking, and communication skills, with the ability to influence stakeholders at all levels.
- Experience in developing and delivering training programs for service staff.
- Proficiency in CRM systems, guest feedback platforms, and relevant digital technologies.
- Ability to work autonomously, manage multiple projects, and deliver results in a remote, dynamic environment.
- Creative and innovative mindset with a passion for exceeding customer expectations.
- Fluency in English is required; additional languages are a plus.
This senior leadership role, supporting **Thika, Kiambu, KE**, is a fully remote position offering significant autonomy.
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Remote Head of Guest Experience and Operations
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing hospitality group, is seeking a strategic and visionary Remote Head of Guest Experience and Operations. This pivotal role will be responsible for shaping and implementing strategies that elevate the guest experience across all our properties, while ensuring seamless operational efficiency. As a remote leader, you will define standards, develop training programs, and oversee the execution of service excellence initiatives. Your focus will be on creating memorable stays for guests, fostering a culture of hospitality, and driving customer loyalty. You will analyze guest feedback, identify areas for improvement, and implement innovative solutions to exceed expectations. This position requires a deep understanding of the hospitality industry, exceptional leadership skills, and the ability to inspire and motivate teams remotely. You will work closely with on-site management teams to ensure consistent delivery of high-quality service.
Responsibilities:
Qualifications:
Responsibilities:
- Develop and implement comprehensive strategies to enhance guest satisfaction and loyalty.
- Define and maintain service standards and operational procedures across all properties.
- Create and deliver engaging training programs for front-line staff and management.
- Analyze guest feedback data (surveys, reviews) to identify trends and implement corrective actions.
- Oversee quality assurance initiatives to ensure consistent service delivery.
- Collaborate with marketing and sales teams to align guest experience with brand messaging.
- Manage operational budgets related to guest services and amenities.
- Stay abreast of industry trends and best practices in hospitality management and guest experience.
- Develop and mentor on-site teams to foster a culture of service excellence.
- Lead cross-functional projects aimed at improving the overall guest journey.
- Report on key performance indicators related to guest satisfaction and operational efficiency.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 8 years of progressive experience in hospitality operations and guest relations management.
- Proven track record of successfully improving guest satisfaction scores and operational efficiency.
- Strong understanding of hotel operations, front office management, and F&B services.
- Excellent leadership, communication, and interpersonal skills.
- Experience in developing and delivering training programs.
- Ability to analyze data and translate insights into actionable strategies.
- Proficiency in property management systems (PMS) and other relevant hospitality software.
- Experience working in a remote leadership capacity is highly desirable.
- Passion for delivering exceptional customer service.
- Ability to travel occasionally for property visits as needed.
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