Job Description
As the Guest Relations Officer at Gelian Hotel in Machakos, Kenya, you will be the primary point of contact for our guests, ensuring a positive and memorable experience throughout their stay. Your role involves building strong relationships, addressing guest needs, and enhancing overall guest satisfaction.
Duties and Responsibilities:
1. Guest Welcome and Check-In:
- Greet guests upon arrival with a warm and friendly demeanor.
- Facilitate smooth check-in procedures, providing relevant information about the hotel's facilities and services.
2. Guest Assistance and Inquiries:
- Act as a liaison between guests and various hotel departments to fulfill guest requests promptly.
- Handle inquiries, complaints, and special requests with professionalism and efficiency.
3. *Personalized Service:
- Anticipate guest needs and provide personalized service to enhance their overall experience.
- Offer recommendations for dining, activities, and local attractions.
4. Problem Resolution:
- Address and resolve guest issues and concerns in a timely and effective manner.
- Ensure guest satisfaction through proactive communication and resolution.
5. Guest Recognition Programs:
- Implement and maintain guest recognition programs to enhance guest loyalty.
- Keep track of guest preferences and ensure personalized service during return visits.
6. Communication and Coordination:
- Foster clear communication between guests and internal hotel departments.
- Collaborate with housekeeping, maintenance, and other teams to meet guest expectations.
7. Special Events and Celebrations:
- Coordinate and assist with special events, celebrations, and VIP arrangements.
- Ensure a seamless and memorable experience for guests during special occasions.
8. Feedback Collection:
- Collect and analyze guest feedback through surveys, reviews, and direct communication.
- Use feedback to identify areas for improvement and implement necessary changes.
9. Training and Development:
- Provide training to hotel staff on guest service standards and best practices.
- Foster a culture of exceptional guest service throughout the hotel.
10. Upselling and Promotion:
- Promote hotel services, amenities, and special packages to maximize revenue opportunities.
- Implement upselling strategies to enhance guest experiences.
11. Crisis Management:
- Be prepared to handle crisis situations calmly and professionally, ensuring guest safety and satisfaction.
- Collaborate with relevant departments to implement emergency procedures.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Proven experience as a Guest Relations Officer or in a similar guest-focused role.
- Excellent communication and interpersonal skills.
- Customer service orientation with a passion for exceeding guest expectations.
- Familiarity with hotel management software.
Join Gelian Hotel to be the face of our hospitality, creating memorable experiences for our guests and contributing to the overall success of our hotel.