About this role
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