The role of the Guest Relations Officer is to be the face of the organization, ensuring that guests have an exceptional experience from check-in to check-out. We are seeking a friendly and customer-focused individual to join our team.
Job Responsibilities
- Welcome and greet guests upon arrival, providing a warm and professional first impression.
- Handle guest inquiries, requests, and complaints promptly and efficiently.
- Coordinate with various departments to ensure guest needs are met.
- Provide information about hotel services, local attractions, and activities in Nairobi.
- Assist with check-in and check-out procedures, ensuring a smooth process for guests.
- Maintain accurate guest records and update information in the hotel management system.
- Anticipate guest needs and proactively offer assistance.
- Resolve guest issues and concerns in a timely and satisfactory manner.
- Promote hotel services and amenities to enhance guest experience and increase revenue.
- Ensure compliance with hotel policies and procedures while maintaining high standards of customer service.
Qualifications and Requirements
To be successful in this role, candidates should possess the following:
- Excellent communication skills with fluency in English; additional languages are a plus.
- Previous experience in hospitality or customer service.
- Bachelor's degree (BA/BSc/HND) in Hospitality Management, Tourism, or related field preferred.
- Strong problem-solving abilities and attention to detail.
- Computer literacy, including proficiency in MS Office and hotel management software.
- Familiarity with hotel operations and guest service standards.
- Knowledge of local attractions and services in Nairobi.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Professional appearance and friendly demeanor.
- Empathetic and supportive attitude towards guests.
- Ability to work well under pressure and handle multiple tasks simultaneously.
- Must be able to work in NAIROBI.
