503 Hotel Managers jobs in Kenya
Senior Hotel Operations Manager - Remote Guest Services
Posted 8 days ago
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Key Responsibilities:
- Oversee the daily operations of remote guest services teams, ensuring exceptional service delivery.
- Develop and implement operational strategies, policies, and procedures to enhance guest experience and operational efficiency.
- Set performance standards and KPIs for guest service teams, monitoring performance and providing regular feedback.
- Manage the recruitment, training, and development of remote guest service staff.
- Analyze guest feedback and operational data to identify areas for improvement and implement corrective actions.
- Ensure seamless coordination between remote guest services and on-site hotel operations.
- Manage operational budgets and control costs effectively.
- Stay updated on industry trends and best practices in hospitality management and remote operations.
- Lead and motivate a dispersed team to achieve organizational goals.
- Resolve escalated guest complaints and ensure timely and satisfactory resolutions.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 8 years of progressive experience in hotel operations management, with a strong emphasis on guest services and remote team leadership.
- Proven track record of successfully managing large, distributed teams.
- In-depth knowledge of hotel operations, front office management, and customer service principles.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Experience with hotel management software and CRM systems.
- Ability to work independently and manage multiple priorities in a remote setting.
Guest Services Coordinator - Remote
Posted 1 day ago
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Job Description
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.
Remote Guest Services Manager
Posted 7 days ago
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Job Description
Responsibilities:
- Lead and manage a remote guest services team.
- Develop and implement customer service policies and procedures.
- Monitor and analyze team performance metrics (e.g., response times, resolution rates, customer satisfaction).
- Provide training, coaching, and performance management for team members.
- Resolve escalated customer issues and complaints.
- Conduct regular virtual team meetings and feedback sessions.
- Utilize CRM systems and other communication tools effectively.
- Identify opportunities for service improvement and implement solutions.
- Foster a positive and productive remote work environment.
- Collaborate with other departments to ensure seamless guest experiences.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 4 years of experience in customer service or hospitality management, with at least 2 years in a supervisory or management role.
- Demonstrated experience managing remote teams.
- Proficiency with CRM software and virtual collaboration tools.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong organizational and time management abilities.
- Ability to work independently and motivate a remote workforce.
Remote Guest Services Manager
Posted 7 days ago
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Job Description
Responsibilities:
- Develop and implement strategies to enhance guest satisfaction and loyalty.
- Manage and respond to guest inquiries, feedback, and complaints via multiple communication channels (email, chat, phone).
- Supervise and train remote guest service agents, fostering a positive and productive team environment.
- Monitor online reviews and social media channels, responding professionally and promptly.
- Analyze guest feedback data to identify trends and areas for improvement.
- Collaborate with operational teams to resolve guest issues and ensure seamless service delivery.
- Develop and maintain service standards and operational procedures.
- Manage booking systems and ensure accuracy of information.
- Plan and execute special guest programs or promotions.
- Track key performance indicators (KPIs) for guest services and report on performance.
- Stay updated on industry best practices and emerging trends in guest experience management.
Qualifications:
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Proven experience in a guest services or management role within the hospitality industry.
- Demonstrated ability to manage remote teams effectively.
- Excellent understanding of customer service principles and best practices.
- Strong communication, interpersonal, and problem-solving skills.
- Proficiency in using CRM systems, booking platforms, and online review management tools.
- Ability to multitask and manage priorities in a fast-paced environment.
- A proactive approach to identifying and resolving guest issues.
- Tech-savviness and comfort with remote collaboration tools.
- Fluency in English; additional languages are a plus.
Remote Guest Services Manager
Posted 8 days ago
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Job Description
Guest Services Manager - Remote
Posted 8 days ago
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Job Description
Responsibilities:
- Develop and implement high standards for guest service and satisfaction across all touchpoints.
- Lead, train, and motivate a remote team of customer-facing staff.
- Oversee the resolution of guest complaints and escalated issues, ensuring timely and satisfactory outcomes.
- Monitor guest feedback channels (reviews, surveys, social media) and implement improvements based on insights.
- Develop and manage service-level agreements (SLAs) for guest interactions.
- Collaborate with marketing and operations teams to create and execute guest engagement strategies.
- Ensure all remote guest service operations comply with company policies and industry best practices.
- Analyze guest service data to identify trends, measure performance, and recommend improvements.
- Manage vendor relationships related to guest services technologies and platforms.
- Create and update training materials and standard operating procedures for remote staff.
- Act as a primary point of contact for high-profile clients or complex service inquiries.
- Contribute to the strategic planning for guest experience initiatives.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 5 years of experience in guest services management or a similar customer-facing leadership role within the hospitality industry.
- Proven experience managing remote teams and operations is essential.
- Exceptional customer service and interpersonal skills, with a genuine passion for guest satisfaction.
- Strong problem-solving and conflict-resolution abilities.
- Excellent leadership, communication, and motivational skills.
- Proficiency in CRM software and guest service management platforms.
- Ability to work independently, manage time effectively, and adapt to changing priorities in a remote setting.
- Strong understanding of hospitality industry trends and best practices.
- Ability to remain calm and professional under pressure.
Remote Hospitality Guest Services Lead
Posted 7 days ago
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Remote Hospitality Guest Services Lead
Posted 10 days ago
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Senior Operations Manager (Remote Guest Services)
Posted 4 days ago
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Job Description
Key Responsibilities:
- Oversee the daily operations of the remote Guest Services department, ensuring high standards of service delivery.
- Develop and implement policies and procedures to improve guest experience and operational efficiency.
- Manage, train, and mentor a team of remote guest service representatives and supervisors.
- Monitor key performance indicators (KPIs) such as guest satisfaction scores, response times, and resolution rates.
- Analyze guest feedback and operational data to identify trends and areas for improvement.
- Implement and manage customer relationship management (CRM) systems and other relevant technologies.
- Ensure seamless communication and coordination between the Guest Services team and other departments.
- Develop and manage the operational budget for the Guest Services department.
- Drive continuous improvement initiatives to enhance service quality and operational effectiveness.
- Handle escalated guest issues and complaints, ensuring swift and satisfactory resolution.
- Stay abreast of industry best practices in hospitality and remote customer service management.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 6 years of progressive experience in hospitality operations, with at least 3 years in a management role.
- Proven experience in managing remote teams and operations.
- Strong understanding of customer service principles and best practices in the hospitality industry.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in using CRM software and other relevant operational management tools.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- Experience in budget management and financial oversight.
- Knowledge of relevant hospitality regulations and standards.
Remote Guest Services Manager - Boutique Hotels
Posted 8 days ago
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