Guest Relation Officer

Gem Forest Hotel Nairobi – MGallery Collection are seeking a friendly and customer-focused Guest Relation Officer to join our team. As a Guest Relation Officer, you will be the face of our organization, ensuring that our guests have an exceptional experience from check-in to check-out.

Your Role

• Welcome and greet guests upon arrival, providing a warm and professional first impression
• Handle guest inquiries, requests, and complaints promptly and efficiently
• Coordinate with various departments to ensure guest needs are met
• Provide information about hotel services, local attractions, and activities in Nairobi
• Assist with check-in and check-out procedures, ensuring a smooth process for guests
• Maintain accurate guest records and update information in the hotel management system
• Anticipate guest needs and proactively offer assistance
• Resolve guest issues and concerns in a timely and satisfactory manner
• Promote hotel services and amenities to enhance guest experience and increase revenue
• Ensure compliance with hotel policies and procedures while maintaining high standards of customer service

Qualifications

• Excellent communication skills with fluency in English; additional languages are a plus
• Previous experience in hospitality or customer service
• Bachelor’s degree in Hospitality Management, Tourism, or related field preferred
• Strong problem-solving abilities and attention to detail
• Computer literacy, including proficiency in MS Office and hotel management software
• Familiarity with hotel operations and guest service standards
• Knowledge of local attractions and services in Nairobi
• Ability to work flexible hours, including evenings, weekends, and holidays
• Professional appearance and friendly demeanor
• Empathetic and supportive attitude towards guests
• Ability to work well under pressure and handle multiple tasks simultaneously
• Must be able to work in NAIROBI