Job Summary

A hotel guest relations officer (GRO) is at the forefront of customer service. He or she is one of the first hotel workers to greet guests as they arrive.

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

The GRO provides hotel guests with above-and-beyond service to ensure their experience will be worth remembering. The position ensures that guests are happy from the moment they step into the hotel until they leave. Sometimes, he or she continues to provide superior customer service after the guests are long gone.

DUTIES AND RESPONSIBILITIES:
  1. Welcome guests warmly and escort them to the reception and giving a fond farewell to guest while check -out
  2. To collect and prepare the guest feedback during the guest stay or check out along with guests likes and dislikes (preferences)
  3. Prepare VIP inhouse and expected arrival list and share with the team
  4. Allocate and block rooms for all VIPs prior to their arrival
  5. Inspect all VIP arrival rooms and ensure VIP amenities are placed in the room before guest arrival
  6. To give courtesy calls to the guests within 5 minutes after check in to ensure everything is okay
  7. Pick all guests celebrating their birthdays and organize a surprise cake for them
  8. Responsible for observing any customer service incident and reporting on a daily basis
  9. Responsible for the cleanliness of the 1st Floor Foyer and main walk way to the reception
  10. To honestly and aggressively sell to the hotel guests specified products such as excursions, safaris, with the selected contracted companies and to remit the relevant revenue to the hotel honestly and efficiently
  11. To keep all departments informed about VIP movements
  12. To regularly make contact with guests during their stay to ensure everything is satisfactory, taking actions and reporting issues to the head of department or Duty manager
  13. To attend and participate fully in departmental and company training sessions as required by your Manager, and to implement the given training as well as taking responsibility for your personal development within the company
  14. Handling guest complains and concerns in an efficient and timely manner
  15. To be flexible in assisting around the hotel in response to business and guest demands, as well as to any other reasonable duty, as requested by the Management team or the Duty Manager

PRE-REQUISITES:
  • Excellent customer-service skills.
  • Good problem solving skills
  • Excellent communication skills.
  • Innovative
  • Team Player

Work Conditions
  • Stand, sit, or walk for an extended period of time.
  • Education: Diploma in related field.
  • Experience: Previous experience in similar Job role with a minimum of 1 year experience in a 3 or 4-star hotel.

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