Ole Sereni Hotel Guest Relations Manager Jobs in Nairobi - Kenya

Ole Sereni Hotel Guest Relations Manager Jobs in Nairobi - Kenya

Job Summary

Responsible for providing the highest professional services in accordance with the hotel quality service standards.

He/she is also acts as a representative of the hotel management and handles all guest relation matters brought to his/her attention to the satisfaction of the guest.

Qualifications

  • Diploma or Certificate in Front Office Operations or Higher qualification in Hotel Management.
  • Must be computer literate – working knowledge of office packages - word, excel.
  • Experience: A minimum of three (3) years experience in a similar position, additional language ability is a plus / Minimum of three (3) years experience with a noted Brand.
  • Clearly demonstrated Management and Leadership ability.
  • Knowledge of VIP welcoming protocol.

    Responsibilities
  • Plan all activities of the Guest Relation section related to the welcoming of VIP guests such as ordering flowers, sending birthday cards, preparing welcome, apology & service recovery letters, sending VIP card details for the GGM to write, e.t.c.
  • Verify all VIP’s , suites and special requests rooms prior to arrival of guests to ensure they are set up according to our standards, i.e. amenities are delivered to the rooms, flowers have been sent, GGM welcome card placed and requests done.
  • Coordinates work to be done with Room Service, Housekeeping and / or Engineering Department.
  • Has a complete knowledge of the Hotel products including the geographical layout.
  • Knowledgeable about all VIPs expected & in-house, long staying guests, groups expected, hotel functions and special events.
  • Encourage guests to leave their positive on TripAdvisor to boost hotel positive reviews and online ranking.
  • Ensure the Guest relations reports are done and sent out to the respective persons on a daily basis.
  • Promote quality service in Front Office and operations throughout the hotel by coordinating and ensuring all guest requests are executed to the highest level of standards.
  • Escort Top VIP guests to their rooms upon arrival, explain the room and hotel facilities and offer them with assistance for the length of their stay.
  • Inform other operating departments on matters which concern them.
  • Maintain a friendly and caring relationship with the VIP & long staying guests during their stay by making a courtesy phone call, providing them with information on the hotel services and local sites of interest, handling their requests such as restaurant reservations and transportation requests.
  • Bids farewell to as many guests as possible and gets information about their stay.
  • Interact with hotel patrons and
    guides them to write their feedback on guest comment cards, which is given to the Management for review.
  • Keep the Senior Management updated on the actual atmosphere in the hotel and moods of the guests to ensure the provided services meet the expectations.
  • Send invitations for Guest cocktail hour to long staying, VIP, & select repeat guests, and uses it as a platform to get the guests feedback.
  • Ensure guests using the Business centre are attended to; all sales are recorded, monies submitted accordingly, and compile Business Centre monthly report for the FOM.
  • Maintain high visibility in the lobby especially during peak periods and provides assistance to our guests in a pro-active way.
  • Handle guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction.
  • Follows up when necessary. Records all issues on the guest profile for reference during future visits.
  • Ensure that all potential and real hazards are reported and rectified immediately.
  • Keep abreast of hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
  • Summarize the weekly operational complaints and sends out report to Operations Heads of Departments.
  • Monitor and responds to guests’ feedback on Review pro and compiles and end month analysis report.
  • Supervise and trains the Guest Relations teams in both properties.
  • Ensure guests are contacted via email on any lost and found property left in the room on a daily basis.
  • Any other duties, which may be assigned to you from time to time as directed by the AFOM, FOM & EAM.

    Job Requirements
  • Required education: Diploma, Associate's degree
  • Required relevant work experience: 3 years
  • Required languages: Swahili (Spoken: fluent | Written: fluent)English (Spoken: fluent | Written: fluent),

    How to Apply
  • Interested and qualified candidates should apply online by 18th April 2019
  • For more information and job application details, see; Ole Sereni Hotel Guest Relations Manager Jobs in Nairobi - Kenya

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