Guest Relations Officer at Emerge Egress Consulting

Guest Relations Officer at Emerge Egress Consulting – Emerge Egress Consulting Kenya Job Details

About the Role

Emerge Egress Consulting’s client is a 4-star hotel and conferencing facility in Machakos that is recruiting a Guest Relations Officer to lead guest experience delivery. This is a full-time position based in Kenya, and the successful candidate will serve as the main contact point for guests throughout their stay, from arrival to departure. The hotel is known for its commitment to personalised hospitality, well-maintained facilities, and a service approach centred on guest needs.

In this Guest Relations Officer role, you will be responsible for ensuring every guest interaction strengthens satisfaction, builds brand loyalty, and creates memorable experiences. You’ll handle guest inquiries and complaints with professionalism, anticipate needs, and coordinate across departments to deliver seamless service throughout the property.

Key Responsibilities

• Welcome all guests with warmth and personalisation, including return visitors, setting the tone for their stay.
• Respond promptly to guest inquiries and provide information about hotel facilities and local services.
• Build positive relationships with guests by actively seeking feedback and taking steps to exceed expectations.
• Address guest complaints as the first point of resolution, handling issues with empathy and efficiency to convert negative situations into positive outcomes.
• Support front desk operations during busy periods, assisting with check-in, room allocation, and checkout procedures.
• Arrange special requests including birthday and anniversary amenities, dietary accommodations, transportation, and local recommendations.
• Coordinate with Housekeeping, Food & Beverage, and Maintenance teams to ensure rooms are properly prepared and guest preferences are honoured.
• Book guest transfers, restaurant reservations, and activity bookings such as safaris and excursions.
• Log guest preferences, feedback, and incidents in the hotel management system to enhance future stays.
• Process guest accounts while maintaining service excellence and promote hotel facilities to enhance the guest experience through appropriate upselling.

Requirements & Qualifications

• Qualification in Hospitality, Hotel Management, Front Office, Tourism, or Business studies at diploma or degree level is preferred.
• Minimum 1 year of experience in a Guest Relations Officer role or similar guest-facing position, ideally in a 4-star or 5-star hotel or resort.
• Proficiency in hotel management systems and booking software.
• Excellent customer service skills with the ability to handle diverse guest needs calmly and professionally.
• Strong written and verbal communication abilities in English; fluency in additional languages is an advantage.
• Problem-solving capability and attention to detail when managing guest requests and complaints.
• Organisational skills and the ability to multitask effectively in a busy hotel environment.

What to Expect

• You will work in a professional hotel setting with regular guest interaction and responsibility for shaping the property’s reputation through service quality.
• The role requires flexibility during peak seasons and may include evening or weekend availability as needed by the hotel’s operational schedule.
• This Guest Relations Officer at Emerge Egress Consulting position in Kenya offers the opportunity to develop expertise in hospitality service delivery and guest management within a recognised 4-star facility.

Method of Application

Interested and qualified candidates should forward their CV to: [email protected] using the position as subject of email.