Guest Experience Manager
2026-03-27T12:23:50+00:00
Bridge Talent Management
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https://bridgetalentgroup.com/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Consulting
Management, Business Operations, Customer Service, Restaurant & Hospitality, Entertainment & Travel
2026-04-07T17:00:00+00:00
8
Background
A luxury Boutique Hotel in Nairobi is looking for a Guest Experience Manager who is going to be responsible for delivering exceptional, personalized guest experiences while ensuring seamless coordination across all departments. The role leverages the Guest Management System (GMS) to enhance service delivery, streamline communication, and support operational efficiency across the business.
Key Responsibilities
- Act as the primary point of contact for VIP guests and high-value clients.
- Anticipate guest needs and ensure personalized service delivery.
- Handle guest feedback, complaints, and special requests promptly and professionally.
- Monitor and improve guest satisfaction scores and online reviews.
- Oversee daily front office operations including reception, concierge, and reservations.
- Ensure seamless guest check-in and check-out experiences.
- Maintain high standards of presentation, cleanliness, and ambiance across guest areas.
- Develop and implement guest experience standards and SOPs.
- Conduct regular quality checks to ensure service consistency.
- Drive a culture of hospitality excellence across all departments.
- Support all departments (Housekeeping, F&B, Maintenance, Security, and Reservations) through effective use of the Guest Management System (GMS) filters.
- Utilize GMS filters to track guest preferences, requests, complaints, and service history, ensuring all departments are aligned on guest needs.
- Ensure real-time communication of guest requirements across departments via the GMS.
- Monitor task allocation and completion across teams using the system.
- Generate and share reports from GMS insights to improve coordination and service delivery.
- Lead, coach, and mentor front-of-house and guest-facing staff.
- Conduct training on customer service, communication, and system (GMS) usage.
- Foster a collaborative and service-oriented culture across teams.
- Create unique and memorable guest experiences (events, surprises, curated stays).
- Maintain guest profiles and preferences for repeat visits using the GMS.
- Collaborate with marketing to enhance brand storytelling and guest engagement.
- Track guest feedback, trends, and service performance metrics.
- Provide insights and recommendations to improve guest experience.
- Work closely with all departments to drive continuous service improvement.
Qualifications & Experience
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- 3–5 years of experience in hospitality, luxury service, or guest relations.
- Experience using Guest Management Systems (GMS) or Property Management Systems (PMS).
- Proven ability to coordinate across multiple operational departments.
Key Skills & Competencies
- Exceptional interpersonal and communication skills
- Strong problem-solving and conflict resolution abilities
- High attention to detail and service excellence mindset
- Strong systems thinking and operational coordination skills
- Leadership and team management skills
- Customer-centric and emotionally intelligent
Key Performance Indicators (KPIs)
- Guest satisfaction and review ratings
- Response time to guest requests and complaints
- Cross-departmental task completion efficiency
- GMS utilization and data accuracy
- Repeat guest ratio and loyalty metrics
* Act as the primary point of contact for VIP guests and high-value clients. * Anticipate guest needs and ensure personalized service delivery. * Handle guest feedback, complaints, and special requests promptly and professionally. * Monitor and improve guest satisfaction scores and online reviews. * Oversee daily front office operations including reception, concierge, and reservations. * Ensure seamless guest check-in and check-out experiences. * Maintain high standards of presentation, cleanliness, and ambiance across guest areas. * Develop and implement guest experience standards and SOPs. * Conduct regular quality checks to ensure service consistency. * Drive a culture of hospitality excellence across all departments. * Support all departments (Housekeeping, F&B, Maintenance, Security, and Reservations) through effective use of the Guest Management System (GMS) filters. * Utilize GMS filters to track guest preferences, requests, complaints, and service history, ensuring all departments are aligned on guest needs. * Ensure real-time communication of guest requirements across departments via the GMS. * Monitor task allocation and completion across teams using the system. * Generate and share reports from GMS insights to improve coordination and service delivery. * Lead, coach, and mentor front-of-house and guest-facing staff. * Conduct training on customer service, communication, and system (GMS) usage. * Foster a collaborative and service-oriented culture across teams. * Create unique and memorable guest experiences (events, surprises, curated stays). * Maintain guest profiles and preferences for repeat visits using the GMS. * Collaborate with marketing to enhance brand storytelling and guest engagement. * Track guest feedback, trends, and service performance metrics. * Provide insights and recommendations to improve guest experience. * Work closely with all departments to drive continuous service improvement.
* Exceptional interpersonal and communication skills * Strong problem-solving and conflict resolution abilities * High attention to detail and service excellence mindset * Strong systems thinking and operational coordination skills * Leadership and team management skills * Customer-centric and emotionally intelligent
* Bachelor’s degree in Hospitality Management, Business Administration, or a related field. * 3–5 years of experience in hospitality, luxury service, or guest relations. * Experience using Guest Management Systems (GMS) or Property Management Systems (PMS). * Proven ability to coordinate across multiple operational departments.
JOB-69c676d62054b
Vacancy title:
Guest Experience Manager
[Type: FULL_TIME, Industry: Consulting, Category: Management, Business Operations, Customer Service, Restaurant & Hospitality, Entertainment & Travel]
Jobs at:
Bridge Talent Management
Deadline of this Job:
Tuesday, April 7 2026
Duty Station:
Nairobi | Nairobi
Summary
Date Posted: Friday, March 27 2026, Base Salary: Not Disclosed
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JOB DETAILS:
Background
A luxury Boutique Hotel in Nairobi is looking for a Guest Experience Manager who is going to be responsible for delivering exceptional, personalized guest experiences while ensuring seamless coordination across all departments. The role leverages the Guest Management System (GMS) to enhance service delivery, streamline communication, and support operational efficiency across the business.
Key Responsibilities
- Act as the primary point of contact for VIP guests and high-value clients.
- Anticipate guest needs and ensure personalized service delivery.
- Handle guest feedback, complaints, and special requests promptly and professionally.
- Monitor and improve guest satisfaction scores and online reviews.
- Oversee daily front office operations including reception, concierge, and reservations.
- Ensure seamless guest check-in and check-out experiences.
- Maintain high standards of presentation, cleanliness, and ambiance across guest areas.
- Develop and implement guest experience standards and SOPs.
- Conduct regular quality checks to ensure service consistency.
- Drive a culture of hospitality excellence across all departments.
- Support all departments (Housekeeping, F&B, Maintenance, Security, and Reservations) through effective use of the Guest Management System (GMS) filters.
- Utilize GMS filters to track guest preferences, requests, complaints, and service history, ensuring all departments are aligned on guest needs.
- Ensure real-time communication of guest requirements across departments via the GMS.
- Monitor task allocation and completion across teams using the system.
- Generate and share reports from GMS insights to improve coordination and service delivery.
- Lead, coach, and mentor front-of-house and guest-facing staff.
- Conduct training on customer service, communication, and system (GMS) usage.
- Foster a collaborative and service-oriented culture across teams.
- Create unique and memorable guest experiences (events, surprises, curated stays).
- Maintain guest profiles and preferences for repeat visits using the GMS.
- Collaborate with marketing to enhance brand storytelling and guest engagement.
- Track guest feedback, trends, and service performance metrics.
- Provide insights and recommendations to improve guest experience.
- Work closely with all departments to drive continuous service improvement.
Qualifications & Experience
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- 3–5 years of experience in hospitality, luxury service, or guest relations.
- Experience using Guest Management Systems (GMS) or Property Management Systems (PMS).
- Proven ability to coordinate across multiple operational departments.
Key Skills & Competencies
- Exceptional interpersonal and communication skills
- Strong problem-solving and conflict resolution abilities
- High attention to detail and service excellence mindset
- Strong systems thinking and operational coordination skills
- Leadership and team management skills
- Customer-centric and emotionally intelligent
Key Performance Indicators (KPIs)
- Guest satisfaction and review ratings
- Response time to guest requests and complaints
- Cross-departmental task completion efficiency
- GMS utilization and data accuracy
- Repeat guest ratio and loyalty metrics
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
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