Guest Relations Officer – Machakos Hotel

About the role

The Guest Relations Officer will be the primary point of contact for guests at a premier 4‑star hotel in Machakos. You will ensure every stay is seamless, personalized and memorable from check‑in through check‑out, contributing to high guest satisfaction and brand loyalty.

Key responsibilities

• Welcome guests warmly, provide personalized service and respond promptly to enquiries.
• Manage check‑ins, room assignments, special requests and departures efficiently.
• Act as first line for guest complaints, resolve issues empathetically and turn negative experiences into positives.
• Coordinate with Housekeeping, Food & Beverage, Maintenance and other departments to meet guest preferences.
• Arrange guest transfers, restaurant reservations, excursions, safaris and other activities.
• Document guest preferences, feedback and incidents in the Hotel Management System.
• Assist the front desk during peak periods and settle guest accounts while promoting hotel facilities and up‑selling where appropriate.

Required profile

• Degree or Diploma in Hospitality, Hotel Management, Tourism or Business (preferred).
• Minimum 1 year experience in a similar role, ideally in a 4‑ or 5‑star hotel or resort.
• Excellent communication, customer service and problem‑solving abilities.
• Strong organizational skills, attention to detail and ability to multitask.

Required skills

• Proficiency with Hotel Management Systems.