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