Hospitality and TourismFull-TimeJunior-level(1-2 yrs)
Job Description
Our Client, a premier 4-star hotel and conferencing facility located in Machakos, is seeking to recruit a Guest Relations Officer. The Guest Relations Officer serves as the primary point of contact for guests, ensuring their experience is seamless, personalized, and memorable from check-in to check-out. This role focuses on driving high guest satisfaction, handling inquiries and complaints with grace, and anticipating guest needs to foster brand loyalty.
Core Duties and Responsibilities
Provide a warm, personalized, and friendly welcome to all guests, especially returning guests.
Respond to all guest inquiries in a timely manner.
Build positive relationships with guests during their stay, actively seeking feedback to ensure expectations are exceeded.
Act as the first line of defense for guest complaints. Resolve issues promptly, empathetically, and efficiently, turning negative experiences into positive ones.
Assist the front desk during peak hours, ensuring efficient registration, room assignment, and smooth departure processes.
Manage guest check-ins.
Coordinate special requests (e.g., amenities for birthdays/anniversaries, dietary restrictions, transportation, and local recommendations).
Liaise with Housekeeping, Food & Beverage, and Maintenance to ensure rooms are perfectly prepared and guest preferences are met.
Coordinate guest transfers and restaurant reservations.
Handle activities, excursion bookings, safaris, etc., for the guests.
Document guest preferences, feedback, and incidents in the Hotel Management System to improve future stays.
Coordinate with other key departments to ensure smooth stays.
Settle accounts while providing exceptional service.
Proudly promote hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling.
Perform any other duties as assigned.
Job Specifications and Qualifications
Degree or Diploma in Hospitality, Hotel Management, Front Office, Tourism, or Business is a plus.
At least 1 year of experience in the same role, preferably in a 4 or 5-star hotel/resort.
Key Competencies
Exceptional Customer Service Skills
Excellent Communication Skills
Conversant with Hotel Management Systems
Problem-Solving Skills
Attention to Detail
Strong organizational and multi-tasking abilities
How to Apply
Interested and qualified candidates should forward their CV to: careers@emergeegressconsulting.com using the position as the subject of the email. Alternatively, you can apply online through the Application Portal.
