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Job Summary

We are seeking a dedicated and customer-focused Guest Relations Officer to join the team at a prestigious Ultra Luxury Beachfront Hotel in Mombasa. The ideal candidate will be responsible for ensuring exceptional guest experiences and maintaining high standards of service.

Responsibilities

• Greet and welcome guests warmly upon arrival.
• Assist guests with check-in and check-out procedures efficiently.
• Address guest inquiries, concerns, and requests promptly and professionally.
• Provide information about hotel services, facilities, and local attractions.
• Handle guest complaints and resolve issues to ensure satisfaction.
• Coordinate with other hotel departments to fulfill guest needs.
• Maintain a high level of product knowledge and service standards.
• Ensure the lobby and reception area are tidy and presentable.

Qualifications

• Proven experience as a Guest Relations Officer or in a similar customer-facing role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in English; knowledge of additional languages is a plus.
• Familiarity with hotel management software is an advantage.
• A positive attitude and professional appearance.

• Greet and welcome guests warmly upon arrival.
• Assist guests with check-in and check-out procedures efficiently.
• Address guest inquiries, concerns, and requests promptly and professionally.
• Provide information about hotel services, facilities, and local attractions.
• Handle guest complaints and resolve issues to ensure satisfaction.
• Coordinate with other hotel departments to fulfill guest needs.
• Maintain a high level of product knowledge and service standards.
• Ensure the lobby and reception area are tidy and presentable.

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Customer-centric approach
• Proficiency in English
• Knowledge of additional languages is a plus
• Familiarity with hotel management software is an advantage
• Positive attitude
• Professional appearance

• Proven experience as a Guest Relations Officer or in a similar customer-facing role.