629 Remote Guest Relations Manager jobs in Kenya
Job Description
Our client, a vibrant and popular hotel located in a prime tourist destination, is seeking a professional and engaging Front Desk Supervisor to lead their guest reception team. This role is critical to the guest experience, acting as the first point of contact for visitors and ensuring seamless check-in and check-out processes. You will be responsible for supervising the daily operations of the front desk, including managing reservations, guest inquiries, and concierge services. Ensuring that all front desk staff provide exceptional customer service, adhering to hotel standards and procedures, is a primary duty. Training and mentoring new front desk agents, as well as providing ongoing coaching to the existing team, will be a key aspect of your leadership. You will handle guest complaints and resolve issues promptly and efficiently, escalating complex problems to management when necessary. Accurate record-keeping, including guest registration, billing, and key control, is essential. Responsibilities also include managing room inventory, coordinating with housekeeping and maintenance departments to ensure room readiness, and overseeing telephone operations.
The ideal candidate will have a proven track record in front office operations, with at least 3 years of experience in a supervisory or lead role within the hospitality industry. A strong understanding of hotel management software (PMS) and reservation systems is required. Excellent communication, interpersonal, and customer service skills are paramount. You should possess strong organizational and multitasking abilities, with meticulous attention to detail. The capacity to remain calm and professional under pressure and effectively handle challenging guest interactions is crucial. Leadership qualities, including the ability to motivate and guide a team, are essential. A passion for delivering outstanding guest experiences and a commitment to maintaining high service standards are necessary. Familiarity with local area attractions and services would be an advantage. Join our client to be an integral part of their hospitality team and contribute to memorable guest stays.
The ideal candidate will have a proven track record in front office operations, with at least 3 years of experience in a supervisory or lead role within the hospitality industry. A strong understanding of hotel management software (PMS) and reservation systems is required. Excellent communication, interpersonal, and customer service skills are paramount. You should possess strong organizational and multitasking abilities, with meticulous attention to detail. The capacity to remain calm and professional under pressure and effectively handle challenging guest interactions is crucial. Leadership qualities, including the ability to motivate and guide a team, are essential. A passion for delivering outstanding guest experiences and a commitment to maintaining high service standards are necessary. Familiarity with local area attractions and services would be an advantage. Join our client to be an integral part of their hospitality team and contribute to memorable guest stays.
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Front Desk and Guest Relations Manager
Posted 18 days ago
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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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1
Senior Front Desk Supervisor
Posted 11 days ago
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Job Description
Our client, a prestigious hospitality establishment, is seeking a highly organized and customer-focused Senior Front Desk Supervisor for a fully remote role. This position is crucial for managing and coordinating front desk operations, ensuring exceptional guest experiences and efficient administrative support. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of hotel front office procedures and software systems. You will lead a team of front desk agents, manage reservations, handle guest inquiries, and ensure seamless check-in and check-out processes.
Responsibilities:
Qualifications:
This is a unique opportunity to contribute to exceptional guest experiences remotely, supporting operations in **Naivasha, Nakuru, KE**.
Responsibilities:
- Oversee the daily operations of the front desk, ensuring smooth and efficient guest services.
- Lead, train, and motivate the front desk team to deliver outstanding customer service.
- Manage reservations, room assignments, and guest requests with accuracy and efficiency.
- Handle guest inquiries, issues, and complaints promptly and professionally, escalating when necessary.
- Ensure all check-in and check-out procedures are conducted efficiently and according to hotel standards.
- Maintain the integrity of guest accounts and billing information.
- Generate daily reports on occupancy, revenue, and other key performance indicators.
- Implement and enforce hotel policies and procedures related to front desk operations.
- Collaborate with other hotel departments (Housekeeping, Maintenance, F&B) to ensure guest satisfaction.
- Conduct regular performance reviews and provide ongoing feedback to front desk staff.
- Stay updated on hotel services, amenities, and local attractions to assist guests.
- Contribute to creating a positive and welcoming atmosphere for all guests.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in Hospitality Management or a related field is preferred.
- Minimum of 4 years of experience in hotel front desk operations, with at least 1 year in a supervisory or lead role.
- Proven experience with Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Excellent customer service, communication, and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to work independently and manage a remote team effectively.
- Proficiency in Microsoft Office Suite.
- Knowledge of hotel operations and service standards.
- Ability to remain calm and professional under pressure.
- A positive attitude and a passion for hospitality.
This is a unique opportunity to contribute to exceptional guest experiences remotely, supporting operations in **Naivasha, Nakuru, KE**.
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Job Description
Our client is seeking an experienced and charismatic Hotel Front Desk Supervisor to oversee operations at a premier establishment in Kisumu. This role is essential for ensuring guests have a seamless and enjoyable experience from check-in to check-out. As the Front Desk Supervisor, you will lead a team of front desk agents, manage daily operations, and uphold the highest standards of customer service. Your responsibilities will include training and motivating the front desk team, handling guest concerns and escalations with professionalism, overseeing reservations and room assignments, and ensuring efficient check-in and check-out procedures. You will also be responsible for managing the front desk budget, monitoring inventory for front desk supplies, and collaborating with other hotel departments to ensure smooth overall service delivery. The ideal candidate possesses strong leadership skills, exceptional interpersonal abilities, and a deep understanding of hotel operations and guest relations. Previous experience in a supervisory role within the hospitality industry is required. You must be proficient in hotel management software (PMS), have excellent organizational skills, and be adept at problem-solving in a fast-paced environment. This is a non-remote position based in Kisumu, requiring flexibility in working hours, including evenings, weekends, and holidays, as operational needs dictate. You will be the face of the hotel for many guests, so a welcoming demeanor and a commitment to excellence are paramount. Join a dedicated team committed to providing outstanding hospitality and creating memorable stays for every guest.
Key Responsibilities:
Key Responsibilities:
- Supervise and manage the daily operations of the front desk.
- Lead, train, and mentor front desk staff to ensure high performance.
- Handle guest check-ins and check-outs, ensuring accuracy and efficiency.
- Address and resolve guest complaints and issues promptly and professionally.
- Manage reservations, room assignments, and special requests.
- Maintain a high standard of customer service and guest satisfaction.
- Collaborate with housekeeping, maintenance, and food & beverage departments.
- Monitor front desk performance metrics and implement improvements.
- Ensure adherence to hotel policies and procedures.
- Manage front desk supplies and assist with budgeting.
- Proven experience as a Front Desk Supervisor or similar role in the hospitality industry.
- Strong leadership and team management skills.
- Excellent customer service and communication abilities.
- Proficiency in hotel property management systems (PMS).
- Ability to work flexible hours, including nights, weekends, and holidays.
- Strong problem-solving and decision-making skills.
- Professional appearance and demeanor.
- Knowledge of local attractions and services is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Senior Front Desk Manager
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Senior Front Desk Manager to oversee the reception and guest services operations at a prominent hospitality establishment in Meru, Meru, KE . This is a key role that demands exceptional organizational skills, a proactive approach to problem-solving, and a commitment to delivering unparalleled guest experiences. The successful candidate will be responsible for managing a team of front desk staff, ensuring smooth check-in and check-out processes, handling guest inquiries and complaints with professionalism and efficiency, and coordinating with other hotel departments to maintain seamless service delivery. You will also be involved in staff training and development, performance reviews, and implementing strategies to enhance guest satisfaction and loyalty. A strong understanding of hotel management systems is essential, as is the ability to work under pressure and adapt to changing demands in a fast-paced environment. This hybrid role requires a presence in the office for key operational periods and team management, with flexibility for remote oversight of administrative tasks and strategic planning. Responsibilities will include:
Qualifications:
- Leading, motivating, and managing the front desk team to achieve high performance standards.
- Ensuring all guests receive a warm welcome and efficient service throughout their stay.
- Handling reservations, cancellations, and modifications with accuracy and attention to detail.
- Resolving guest issues and complaints promptly and effectively, escalating when necessary.
- Managing the daily operations of the front desk, including cash handling and billing procedures.
- Developing and implementing service standards and training programs for front desk personnel.
- Collaborating with housekeeping, food and beverage, and maintenance departments to ensure guest satisfaction.
- Maintaining accurate guest records and hotel systems.
- Generating reports on front desk performance and identifying areas for improvement.
- Ensuring compliance with all hotel policies and procedures.
Qualifications:
- Proven experience as a Front Desk Manager or similar role in the hospitality industry.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in hotel management software (e.g., Opera, Fidelio).
- Strong problem-solving and decision-making abilities.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- A passion for customer service and creating memorable guest experiences.
- Relevant degree or diploma in Hospitality Management or a related field is preferred.
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Remote Guest Relations Manager
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Remote Guest Relations Manager to join their dynamic team. This is a fully remote position, offering the flexibility to work from anywhere. The ideal candidate will be responsible for overseeing all aspects of guest services, ensuring exceptional customer experiences, and fostering positive relationships with our clientele. You will be instrumental in developing and implementing strategies to enhance guest satisfaction, manage feedback effectively, and resolve any issues that may arise promptly and professionally. This role requires a deep understanding of hospitality best practices and a passion for delivering outstanding service.
Key Responsibilities:
Key Responsibilities:
- Develop and maintain high standards of guest service across all touchpoints.
- Proactively identify and address guest needs and concerns to ensure a seamless experience.
- Manage online reputation and respond to reviews and feedback across various platforms.
- Train and mentor remote guest service staff, setting clear performance expectations and providing ongoing support.
- Analyze guest feedback and operational data to identify areas for improvement and implement corrective actions.
- Collaborate with other departments to ensure consistent service delivery and operational efficiency.
- Stay abreast of industry trends and best practices in guest relations and hospitality management.
- Prepare regular reports on guest satisfaction metrics, operational performance, and key initiatives.
- Handle escalated guest complaints with empathy, professionalism, and efficiency.
- Contribute to the development of policies and procedures related to guest services.
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5
Remote Guest Relations Manager
Posted today
Job Viewed
Job Description
Our client, a premier hospitality group known for its exceptional service standards, is seeking an experienced and guest-focused Remote Guest Relations Manager. This vital role will oversee and enhance the guest experience for all patrons, managing inquiries, resolving issues, and ensuring satisfaction through proactive communication and problem-solving. As a fully remote position, you will leverage advanced communication platforms and CRM systems to connect with guests across various touchpoints. The ideal candidate will have a strong background in hospitality management, outstanding interpersonal skills, and a passion for delivering unparalleled service. You will be responsible for setting service standards, training remote staff, and implementing strategies to foster guest loyalty and positive reviews. This role requires a high degree of autonomy, excellent organizational skills, and the ability to manage a diverse range of guest needs and expectations from a remote setting.
Responsibilities:
Responsibilities:
- Develop and implement strategies to enhance the overall guest experience across all platforms.
- Manage and resolve guest inquiries, complaints, and feedback in a timely and professional manner.
- Serve as the primary point of contact for VIP guests and special requests.
- Train and mentor remote guest service representatives to ensure adherence to service standards.
- Monitor online reviews and social media channels, responding appropriately and proactively.
- Analyze guest feedback data to identify trends and areas for improvement.
- Collaborate with various departments (e.g., F&B, Operations, Marketing) to ensure seamless service delivery.
- Create and maintain guest profiles and preference information within the CRM system.
- Develop and implement loyalty programs and initiatives to foster repeat business.
- Stay updated on industry best practices in guest relations and customer service.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 5 years of experience in guest relations, front office management, or a similar role within the hospitality industry.
- Proven track record of delivering exceptional customer service and resolving complex guest issues.
- Excellent communication, interpersonal, and active listening skills.
- Proficiency in using CRM software and other guest management systems.
- Experience with online reputation management tools.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Strong problem-solving and decision-making skills.
- Demonstrated ability to lead and motivate a remote team.
- Flexibility to work non-traditional hours as needed to accommodate global guest needs.
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Remote Guest Relations Manager - Luxury Eco-Lodges
Posted 10 days ago
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Job Description
Our client, a renowned operator of exclusive eco-lodges, is seeking an exceptional Remote Guest Relations Manager to join their fully remote team. This position is ideal for a dedicated hospitality professional who thrives on creating unforgettable guest experiences from afar. You will be the primary point of contact for discerning guests before, during, and after their stays, ensuring seamless arrangements and exceeding expectations. Responsibilities include managing all pre-arrival communications, coordinating bespoke itinerary planning, liaising with lodge operations teams to fulfill guest requests, and proactively addressing any issues that may arise to ensure guest satisfaction. You will also be responsible for post-stay follow-ups, gathering feedback, and building lasting relationships to encourage repeat visits and positive reviews. The successful candidate will possess extensive experience in high-end hospitality management, ideally with a focus on luxury resorts or unique travel experiences. Excellent communication, interpersonal, and problem-solving skills are crucial, as you will be interacting with a global clientele. A deep understanding of the tourism and hospitality industry, particularly in safari or nature-based destinations, is highly advantageous. Proficiency in reservation systems and CRM software is expected. You must be highly organized, detail-oriented, and capable of managing multiple priorities simultaneously in a remote setting. A genuine passion for service excellence and a proactive, solution-oriented approach are essential. This is a unique opportunity to leverage your expertise in guest relations within a flexible, remote-first environment, contributing to the success of a prestigious brand in the tourism sector. If you are dedicated to providing unparalleled service and enhancing the guest journey, we want to hear from you.
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7
Remote Guest Relations Coordinator
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and personable Remote Guest Relations Coordinator to manage guest experiences and inquiries within the hospitality sector. This is a fully remote position focused on ensuring guest satisfaction through proactive communication and efficient problem resolution. The ideal candidate will possess exceptional interpersonal skills, a keen eye for detail, and a passion for delivering outstanding service.
Key Responsibilities:
Qualifications:
This remote opportunity is based out of Garissa, Garissa, KE , and offers the chance to shape the guest experience from the comfort of your home office. Our client values a guest-centric approach and seeks individuals who are passionate about creating memorable stays.
Key Responsibilities:
- Respond promptly and professionally to guest inquiries received via email, phone, and chat platforms.
- Manage guest reservations, modifications, and cancellations with accuracy and efficiency.
- Address and resolve guest complaints and concerns in a timely and empathetic manner, escalating issues as necessary.
- Provide guests with information about local attractions, dining options, and services.
- Coordinate with internal departments (e.g., housekeeping, maintenance) to ensure guest requests are fulfilled promptly.
- Gather and analyze guest feedback to identify areas for service improvement.
- Maintain a comprehensive database of guest interactions and preferences.
- Assist in the development and implementation of guest satisfaction initiatives.
- Ensure all guest communications adhere to brand standards and service protocols.
- Contribute to a positive and seamless remote team environment.
Qualifications:
- High school diploma or equivalent; a degree in Hospitality Management or a related field is a plus.
- Minimum of 3 years of experience in guest relations, customer service, or a similar role within the hospitality industry.
- Excellent communication, listening, and interpersonal skills.
- Proficiency in using CRM systems and online booking platforms.
- Strong problem-solving and conflict-resolution abilities.
- Ability to remain calm and professional under pressure.
- Excellent organizational and time management skills, with the ability to multitask effectively.
- Proficient in standard office software (e.g., Microsoft Office Suite).
- A reliable internet connection and a dedicated, quiet workspace are essential for this remote role.
- Adaptability and a willingness to learn new systems and processes.
This remote opportunity is based out of Garissa, Garissa, KE , and offers the chance to shape the guest experience from the comfort of your home office. Our client values a guest-centric approach and seeks individuals who are passionate about creating memorable stays.
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8
Remote Guest Relations Manager - Luxury Villas
Posted 20 days ago
Job Viewed
Job Description
Our client is a premier provider of luxury hospitality experiences, seeking a dedicated and proactive Guest Relations Manager to join their entirely remote operations team. This role is crucial in ensuring an exceptional and personalized experience for guests staying at their exclusive properties. Operating remotely, you will be the primary point of contact for guests before, during, and after their stay, managing all aspects of their service requirements and exceeding their expectations. You will coordinate with on-site teams, vendors, and service providers to guarantee seamless delivery of services, from booking inquiries and special requests to resolving any issues that may arise.
Key Responsibilities:
Key Responsibilities:
- Manage guest inquiries via phone, email, and messaging platforms, providing prompt and accurate information.
- Coordinate personalized guest itineraries, including transportation, dining reservations, and activity bookings.
- Liaise with property management and on-site staff to ensure all guest needs are met, such as housekeeping, maintenance, and concierge services.
- Proactively anticipate guest needs and offer tailored recommendations to enhance their stay.
- Handle guest feedback and complaints with professionalism and efficiency, implementing service recovery strategies.
- Maintain guest profiles and preferences in the CRM system for future personalized service.
- Conduct virtual pre-arrival and post-departure calls with guests.
- Monitor online reviews and social media mentions, responding appropriately.
- Collaborate with marketing and sales teams to promote special offers and enhance guest loyalty programs.
- Stay updated on local attractions, events, and services to provide relevant recommendations.
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