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Guest Relations Officer Job in Nairobi Kenya

Position: Guest Relations Officer
Location:  Nairobi 
Salary: Negotiable
Reference No: TRH3405/16
Availability: Immediately

Job Description: Are you that outgoing Guest Relations officer that will make clients feel at home and guarantee their contentment? 

Can you be that person to furnish clients with above-and-beyond service that will ensure a memorable and genuine experience?

Our client a restaurant located along the Northern By pass is looking to hire a GRO who will sponsor a helpful image of the restaurant by honoring guests’ requests and achieving high levels of guest satisfaction, engagement and marketing activities. 
Duties and Responsibilities
  • Give  warm welcome to guests on arrival and register them as well as issuing room keys by using the appropriate standards
  • Be efficient in assisting guests throughout their stay with any requirements, handling guest feedback, provide direction and give suggestions.
  • Ensure and provide flawless, upscale, professional and high class guest service experiences
  •  Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
  • Handling guests' mails and messages, and answering phone calls.
  • Attend daily briefings and relevant departmental and interdepartmental meetings.
  • Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
  • Examine activities logbook, assign tasks appropriately and implement control schedule daily
  • Co-ordinate with housekeeping for clearing of room
  • Ensure the safety, security and loss control policies and procedures are compiled with at the front counter and back office area.
  • Carrying out marketing both online and offline
  • Promote all amenities, conveniences and programs offered
  • Maintains the privacy of all guests by ensuring that no details of the guests are disclosed to anybody
  • A minimum of 2 years proven working experience as guest relations manager and marketer
  • BS degree in hospitality management, business administration or related field
  • Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
  • Hands on experience with guest relationship management software
  • Proficiency in English, multilingualism will be considered an asset
  • Guest service orientation and drive
  • Excellent problem resolution skills along with outstanding communication and active listening skills
  • Ability to work flexible hours
  • Highly responsible and reliable with a professional presentation
If you think you are the person we are looking for, kindly send your CV and cover letter to

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