Emerge Egress Consulting is a HR Management & Training Consulting Firm established in 2017 based in Nairobi. In essence it focuses in Recruitment, Business & Marketing Strategy and Training Programs for various sectors. We partner with clients in various industries and sectors in order to meet their various needs.
Role Objective
Our Client a premier 4-star hotel and conferencing facility located in Machakos seeks to fill a Guest Relations Officer serves as the primary point of contact for guests, ensuring their experience is seamless, personalized, and memorable from check-in to check-out. The hotel has established itself over the years to delivering a signature, unforgettable experience, the hotel takes great pride in its warm hospitality, pristine facilities, and guest-centric service culture.
This role focuses on driving high guest satisfaction, handling inquiries and complaints with grace, and anticipating guest needs to foster brand loyalty.
Core Duties and Responsibilities
- Provide a warm, personalized friendly welcome to all guests, return guests.
- Respond to all guest enquiries in a timely manner.
- Build positive relationships with guests during their stay, actively seeking feedback to ensure expectations are exceeded.
- Act as the first line of defense for guest complaints. Resolve issues promptly, empathetically, and efficiently, turning negative experiences into positive ones.
- Assist the front desk during peak hours, ensuring efficient registration, room assignment, and smooth departure processes.
- Manage check-ins.
- Coordinate special requests (e.g., amenities for birthdays/anniversaries, dietary restrictions, transportation, and local recommendations).
- Liaise with Housekeeping, Food & Beverage, and Maintenance to ensure rooms are perfectly prepared and guest preferences are met.
- Coordinate guests transfers and restaurant reservations.
- Handle activities-excursion bookings, safaris etc for the guests.
- Document guest preferences, feedback, and incidents in the Hotel Management System to improve future stays.
- Coordinate with other key departments to ensure smooth stays
- Settle accounts while providing exceptional service.
- Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
- Any other duties as assigned.
Job Specifications and Qualifications
- Degree/Diploma in Hospitality, Hotel Management, Front Office, Tourism, or Business is a plus.
- At least 1 year of experience in the same role, preferably in a 4 or 5-star hotel/resort.
Key Competencies
- Exceptional Customer Service Skills
- Excellent Communication Skills
- Conversant with Hotel Management Systems
- Problem Solving Skills
- Strong organizational & multi-tasking abilities
- Attention to Detail
If interested in the position and meet the above requirements, kindly send your CV on or before 28th May 2026 to the email careers@emergeegressconsulting.com and indicate the position applied for in the subject line. Only shortlisted applicants will be contacted. Interviews will be conducted on a rolling basis.