Guest Experience Manager
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Purpose
A luxury Boutique Hotel in Nairobi is looking for a Guest Experience Manager who is going to be responsible for delivering exceptional personalized guest experiences while ensuring seamless coordination across all departments. The role leverages the Guest Management System (GMS) to enhance service delivery streamline communication and support operational efficiency across the business.
Key Responsibilities
1. Guest Experience & Satisfaction
- Act as the primary point of contact for VIP guests and high-value clients.
- Anticipate guest needs and ensure personalized service delivery.
- Handle guest feedback complaints and special requests promptly and professionally.
- Monitor and improve guest satisfaction scores and online reviews.
2. Front Office & Service Operations
- Oversee daily front office operations including reception concierge and reservations.
- Ensure seamless guest check-in and check-out experiences.
- Maintain high standards of presentation cleanliness and ambiance across guest areas.
3. Service Excellence & Standards
- Develop and implement guest experience standards and SOPs.
- Conduct regular quality checks to ensure service consistency.
- Drive a culture of hospitality excellence across all departments.
4. Cross-Departmental Support (GMS Integration)
- Support all departments (Housekeeping F&B Maintenance Security and Reservations) through effective use of the Guest Management System (GMS) filters.
- Utilize GMS filters to track guest preferences requests complaints and service history ensuring all departments are aligned on guest needs.
- Ensure real-time communication of guest requirements across departments via the GMS.
- Monitor task allocation and completion across teams using the system.
- Generate and share reports from GMS insights to improve coordination and service delivery.
5. Team Leadership & Training
- Lead coach and mentor front-of-house and guest-facing staff.
- Conduct training on customer service communication and system (GMS) usage.
- Foster a collaborative and service-oriented culture across teams.
6. Guest Engagement & Personalization
- Create unique and memorable guest experiences (events surprises curated stays).
- Maintain guest profiles and preferences for repeat visits using the GMS.
- Collaborate with marketing to enhance brand storytelling and guest engagement.
7. Reporting & Continuous Improvement
- Track guest feedback trends and service performance metrics.
- Provide insights and recommendations to improve guest experience.
- Work closely with all departments to drive continuous service improvement.
Requirements
Qualifications & Experience
- Bachelors degree in Hospitality Management Business Administration or a related field.
- 35 years of experience in hospitality luxury service or guest relations.
- Experience using Guest Management Systems (GMS) or Property Management Systems (PMS).
- Proven ability to coordinate across multiple operational departments.
Key Skills & Competencies
- Exceptional interpersonal and communication skills
- Strong problem-solving and conflict resolution abilities
- High attention to detail and service excellence mindset
- Strong systems thinking and operational coordination skills
- Leadership and team management skills
- Customer-centric and emotionally intelligent
Key Performance Indicators (KPIs)
- Guest satisfaction and review ratings
- Response time to guest requests and complaints
- Cross-departmental task completion efficiency
- GMS utilization and data accuracy
- Repeat guest ratio and loyalty metrics
Required Skills:
Requirements Certificate or Diploma in electrical engineering or related field. Minimum 12 years experience as a cashier in hospitality or retail environments. Excellent numerical skills and attention to detail. High level of integrity reliability and trustworthiness. Basic computer literacy and familiarity with POS or cashiering systems.
Required Education:
RequirementsCertificate or Diploma in electrical engineering or related 12 years experience as a cashier in hospitality or retail numerical skills and attention to level of integrity reliability and computer literacy and familiarity with POS or cashiering systems.
