Reservations & Guest Relations Officer

• Manage the Booking Process: Handle all reservation enquiries with speed and professionalism via phone, email, social media, and online travel agencies (OTAs).
• Maintain Inventory: Update room availability to maximize occupancy and revenue.
• Maximize Revenue: Promote guest house packages and book additional services such as airport transfers.
• Pre-Arrival Communication: Send booking confirmations and pre-arrival messages to welcome guests, confirm details, and gather any special requests (e.g., dietary needs, late arrival times).
• Coordinate Internally: Ensure accurate communication of daily bookings to the F&B and Housekeeping teams.

Guest Relations

• Manage Group Arrivals: Ensure guest arrivals are well planned, with accurate accommodation and meeting room allocations.
• Personalize the Experience: Act as the primary point of contact throughout the stay, anticipating guest needs and offering thoughtful touches.
• Local Expertise: Provide recommendations for local attractions and assist with making reservations or planning activities.
• Conflict Resolution: Handle guest queries or complaints with empathy and immediate action to maintain the guest house’s reputation.
• Manage Departures: Conduct friendly check-outs and solicit guest feedback.
• Sales & Marketing: Undertake sales and marketing duties as assigned.

Academic Qualifications

• Minimum Diploma in Hotel & Catering Management, Hospitality, Tourism, Business Administration, or a related field.
• A Bachelor’s degree in Hospitality, Tourism, or Business Administration is an added advantage.

Competencies & Requirements

• Minimum of 2–3 years’ experience in hotel reservations, front office operations, or guest relations.
• Excellent customer service and interpersonal skills.
• Strong communication and organizational skills with attention to detail.
• Ability to handle complaints and resolve conflicts professionally.
• Flexibility to work shifts, weekends, and public holidays.
• Basic computer literacy, including MS Office and reservation systems.

How to Apply

Interested and qualified candidates should apply online via the CHAK recruitment portal at recruitment.chak.or.ke or through the application link provided. The closing date for receiving all applications is 1st April 2026.