Background information about the job or company

Established 12 years ago, PrideInn Hotels, Resorts & Camp stands as a prominent and rapidly growing hospitality brand that takes great pride in its Kenyan roots. With a strong presence in 5 counties across Kenya including Nairobi, Machakos, Narok, Mombasa, and Kwale, we currently operate 8 hotels and a camp, employing over 1,000 dedicated individuals.

Position Summary

We are seeking a Guest Service Ambassador to ensure an exceptional and memorable guest experience. The role involves managing guest feedback, resolving complaints, collecting arrivals feedback, and driving positive online reviews. The successful candidate will actively engage with guests, support service improvement through reporting and analysis, and ensure adherence to hotel SOPs, standards, and Health & Safety policies.

Qualifications or requirements

Qualification: BA/BSc/HND

Experience needed

Experience: Not specified

• Ensure guests have a pleasant and comfortable stay throughout
• Manage guests experience by making sure all complaints are reported and sorted to achieve guests satisfactory.
• Develop an efficient image by constantly interacting with guests
• Responsible for 100% reviews, Generation and Management.
• Meet all day in arrivals (100%) and collect feedback-KPI
• Following up on negative feedback from dissatisfied guests both in stay and post stay
• Liable for any negative feedback on review channels.
• Analysing guests’ feedback and providing strategic direction to continuously improve overall rating.
• Prepare daily, weekly and monthly report on reviews and feedback
• Must be present in the hotel guest areas and should maintain proper decorum at all times
• Adhere to the Hotel’s standard ans SOP of the guest services at all times ensuring a high level of quality service.
• Adhere to the hotel’s Health and Safety policies and procedures
• General office duties as assigned by the GSM

• Guest feedback management
• Complaint resolution
• Online review generation and management
• Guest engagement
• Service improvement reporting and analysis
• Adherence to SOPs, standards, and Health & Safety policies

• BA/BSc/HND