Role Objective

Our Client a premier 4-star hotel and conferencing facility located in Machakos seeks to fill a Guest Relations Officer serves as the primary point of contact for guests, ensuring their experience is seamless, personalized, and memorable from check-in to check-out. The hotel has established itself over the years to delivering a signature, unforgettable experience, the hotel takes great pride in its warm hospitality, pristine facilities, and guest-centric service culture.

This role focuses on driving high guest satisfaction, handling inquiries and complaints with grace, and anticipating guest needs to foster brand loyalty.

Core Duties and Responsibilities

• Provide a warm, personalized friendly welcome to all guests, return guests.
• Respond to all guest enquiries in a timely manner.
• Build positive relationships with guests during their stay, actively seeking feedback to ensure expectations are exceeded.
• Act as the first line of defense for guest complaints. Resolve issues promptly, empathetically, and efficiently, turning negative experiences into positive ones.
• Assist the front desk during peak hours, ensuring efficient registration, room assignment, and smooth departure processes.
• Manage check-ins.
• Coordinate special requests (e.g., amenities for birthdays/anniversaries, dietary restrictions, transportation, and local recommendations).
• Liaise with Housekeeping, Food & Beverage, and Maintenance to ensure rooms are perfectly prepared and guest preferences are met.
• Coordinate guests transfers and restaurant reservations.
• Handle activities-excursion bookings, safaris etc for the guests.
• Document guest preferences, feedback, and incidents in the Hotel Management System to improve future stays.
• Coordinate with other key departments to ensure smooth stays
• Settle accounts while providing exceptional service.
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
• Any other duties as assigned.

Job Specifications and Qualifications

• Degree/Diploma in Hospitality, Hotel Management, Front Office, Tourism, or Business is a plus.
• At least 1 year of experience in the same role, preferably in a 4 or 5-star hotel/resort.

Key Competencies

• Exceptional Customer Service Skills
• Excellent Communication Skills
• Conversant with Hotel Management Systems
• Problem Solving Skills
• Attention to Detail
• Strong organizational & multi-tasking abilities

• Provide a warm, personalized friendly welcome to all guests, return guests.
• Respond to all guest enquiries in a timely manner.
• Build positive relationships with guests during their stay, actively seeking feedback to ensure expectations are exceeded.
• Act as the first line of defense for guest complaints. Resolve issues promptly, empathetically, and efficiently, turning negative experiences into positive ones.
• Assist the front desk during peak hours, ensuring efficient registration, room assignment, and smooth departure processes.
• Manage check-ins.
• Coordinate special requests (e.g., amenities for birthdays/anniversaries, dietary restrictions, transportation, and local recommendations).
• Liaise with Housekeeping, Food & Beverage, and Maintenance to ensure rooms are perfectly prepared and guest preferences are met.
• Coordinate guests transfers and restaurant reservations.
• Handle activities-excursion bookings, safaris etc for the guests.
• Document guest preferences, feedback, and incidents in the Hotel Management System to improve future stays.
• Coordinate with other key departments to ensure smooth stays
• Settle accounts while providing exceptional service.
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
• Any other duties as assigned.

• Exceptional Customer Service Skills
• Excellent Communication Skills
• Conversant with Hotel Management Systems
• Problem Solving Skills
• Attention to Detail
• Strong organizational & multi-tasking abilities

• Degree/Diploma in Hospitality, Hotel Management, Front Office, Tourism, or Business is a plus.
• At least 1 year of experience in the same role, preferably in a 4 or 5-star hotel/resort.