Ole Sereni Hotel Guest Relations Officer Jobs in Nairobi - Kenya

Ole Sereni Hotel Guest Relations Officer Jobs in Nairobi - Kenya

Job Summary

A hotel guest relations officer (GRO) is at the forefront of customer service. He or she is one of the first hotel workers to greet guests as they arrive.

The GRO provides hotel guests with above-and-beyond service to ensure their experience will be worth remembering.

The position ensures that guests are happy from the moment they step into the hotel until they leave.

Sometimes, he or she continues to provide superior customer service after the guests are long gone.


  • Have worked at grade 1 – 2 in the hotel industry at an Equivalent or higher brand hotel
  • Clearly Demonstrated customer Service skills and talent
  • C+ in KCSE
  • Have undertaken either internally or through other sources the following course:
  • Customer Care / Hospitality
  • Communications Skills

  • Welcome guests warmly and escort them to the reception
  • Engage guests waiting to be served
  • Ensure all check ins are served with welcome drink
  • To anticipate and provide for guest needs.
  • Responsible for observing any customer service incident and reporting on a daily basis.
  • Responsible for the cleanliness of the 1st Floor Foyer and main walk way to the reception.
  • To honestly and aggressively sell to the hotel guests specified products such as excursions, safaris, with the selected contracted companies and to remit the relevant revenue to the hotel honestly and efficiently.
  • To liaise with other departments whenever there is a VIP or official dignitary arriving. i.e. chef, housekeeper,
  • To keep all departments informed about VIP movements
  • To ensure VIP rooms are checked and blocked in advance prior to guest arrival.
  • To ensure that amenities such as fruits and flowers are in the rooms before guest arrival.
  • To regularly make contact with guests during their stay to ensure everything is satisfactory, taking actions and reporting issues to the head of department or Duty manager.
  • To attend and participate fully in departmental and company training sessions
    as required by your Manager, and to implement the given training as well as taking responsibility for your personal development within the company.
  • To attend and contribute to staff and departmental meetings as requested by your Manager.
  • To comply with any statutory and legal requirement for fire, licensing, health and safety and to ensure that you are working in accordance with these requirements.
  • To have a good knowledge of Ole-Sereni, its history, facilities and activities.
  • To promote hotel facilities, Food and Beverage Outlets & Conference facilities.
  • To maintain a good knowledge of reservation procedures, rates, promotions, and room up selling.
  • To be aware of availability and take reservations where necessary.
  • To prepare the guest feedback.
  • To maintain & update guest history records
  • To give courtesy calls to the guests within 5 minutes after check in to ensure everything is okay.
  • To be flexible in assisting around the hotel in response to business and guest demands, as well as to any other reasonable duty, as requested by the Management team or the Duty Manager.
  • To comply with company regulations as stipulated in staff handbook, regarding uniform, timekeeping and general conduct.

    Job Requirements
  • Required education: High, secondary school
  • Required relevant work experience: 12 months
  • Required languages: English (Spoken: fluent | Written: fluent)Swahili (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 Officer Jobs in Nairobi - Kenya

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