Guest Relations Officer

Hospitality

K sh 45,000 – 55,000 gross / month

Overview Our client seeks: a poised, guest-obsessed professional to curate VIP welcomes, resolve issues fast, and turn feedback into five-star moments. Key responsibilities: - Review VIP/LOY list; coordinate rooms, amenities, special notes - Handle complaints with empathy & recovery steps; document thoroughly - Arrange transfers, tours, and dining; liaise with external partners - Capture preferences in CRM; brief ops teams daily - Monitor sentiment on email/OTA/in-stay tools; reply within SLA - Design micro-upsells (spa, dining, late checkout); track conversion Education & experience: - Diploma Hospitality/Front Office; 2+ years guest-facing hotel role (4★/5★ preferred). Skills & tools: - Service recovery, sales mindset, cultural awareness; PMS/CRM, telephony. KPIs: Complaint recovery time, VIP welcome score, upsell revenue/arrival, response time. Working conditions: - Shifts incl. weekends; occasional airport meet & greet. Salary KES 45,000 – 55,000 Benefits: meals, uniform, and medical. Growth path: Guest Relations Supervisor → Front Office leadership.