Job Description

• Host
• You are the beginning of an exceptional guest experience. As a Host, you will make our guests Feel Welcome from the moment they arrive!

What is in it for you:

• In 3-4 bullet points, showcase the benefits and perks of working at the property
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• What you will be doing:
• Consistently offer a professional and friendly greeting, and provide engaging service
• Assist guests regarding food and beverage menu items in an informative and helpful way
• Follow outlet policies, procedures and service standards
• Follow all safety and sanitation policies when handling food and beverage
• Your experience and skills include:
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Strong interpersonal and problem solving abilities
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively and collaboratively as part of a team

Qualifications

Your experience and skills include:

• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Strong interpersonal and problem solving abilities
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively and collaboratively as part of a team

Job Description

We are seeking a friendly and customer-focused Guest Relation Officer to join our team. As a Guest Relation Officer, you will be the face of our organization, ensuring that our guests have an exceptional experience from check-in to check-out.

• Welcome and greet guests upon arrival, providing a warm and professional first impression
• Handle guest inquiries, requests, and complaints promptly and efficiently
• Coordinate with various departments to ensure guest needs are met
• Provide information about hotel services, local attractions, and activities in Nairobi
• Assist with check-in and check-out procedures, ensuring a smooth process for guests
• Maintain accurate guest records and update information in the hotel management system
• Anticipate guest needs and proactively offer assistance
• Resolve guest issues and concerns in a timely and satisfactory manner
• Promote hotel services and amenities to enhance guest experience and increase revenue
• Ensure compliance with hotel policies and procedures while maintaining high standards of customer service

Qualifications

• Excellent communication skills with fluency in English; additional languages are a plus
• Previous experience in hospitality or customer service
• Bachelor’s degree in Hospitality Management, Tourism, or related field preferred
• Strong problem-solving abilities and attention to detail
• Computer literacy, including proficiency in MS Office and hotel management software
• Familiarity with hotel operations and guest service standards
• Knowledge of local attractions and services in Nairobi
• Ability to work flexible hours, including evenings, weekends, and holidays
• Professional appearance and friendly demeanor
• Empathetic and supportive attitude towards guests
• Ability to work well under pressure and handle multiple tasks simultaneously
• Must be able to work in NAIROBI

Core Work Activities

• The Telephone operator is responsible and accountable for all operations in relation to the Switchboard and guest message delivery whilst on duty.
• Answer phone calls in accordance to the standards. Transfer calls if necessary
• All duties and tasks performed are to be procedurally correct, timely and consistent.
• Able to work under time constraints and delegate task swiftly.
• To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
• To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests for appropriated action.
• To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
• To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
• To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner. The Switchboard is not left unattended at any time whilst on duty.
• Responsible for the prompt and correct input of all guest messages into the system.
• To identify any faults that occur in the switchboard at any time whilst you are on duty and report accordingly.
• Responsible for providing a personal, efficient, friendly and warm wakeup call service for our guests as required.
• Confidentiality is adhered to with no exceptions.
• Note wake-up call request and deliver them as per standard.
• Promote hotel loyalty program. Hence, able to explain all information pertinent to the membership program confidently.
• Respects the privacy and security of hotel guest.
• Able to perform reservation, concierge, guest relations and porter duties.
• To be completely aware of the Fire and Emergency procedures of the hotel and your functions during such situations.
• Be available during emergency situation to provide any appropriate direction.
• To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel.
• Drive loyalty program enrollment.
• Understand the hotel policies and able to confidently relay the information.
• Well versed in the property management system and other hotel systems to ensure effective running of the hotel operation
• Adhere to all operating standard procedures, hotel policies and brand standards.

Job Description

• Conduct a minimum of one training needs analysis per year identifying all the training required for the Hotel.
• Design, implement and evaluate training and development programs as identified by Training Needs Analysis.
• Proper administration of the Training Department.
• Prepare materials prior start of any Training.
• Compile all monthly reports and submit to the People & Culture Manager.
• Set up the training room well in advance before the training starts.
• To coordinate and monitor training programs as per the instruction of the People & Culture Manager.
• Conduct regular audit, evaluate and provide constructive feedback to Departmental Trainers on their performance.
• Keep an up-to-Date training record.
• Compile and monitor the Trainee Programs.
• Maintain close contacts with local colleges, hotel schools and universities.
• To participate actively in Career Fairs.
• To carry out any other reasonable duties as assigned by the Learning & Development Manager.
• To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To provide a friendly, courteous and professional service at all times.
• To maintain good working relationships with your colleagues and all other departments.
• To respond to any changes in the department as dictated by the needs of the hotel.

Qualifications

• Bachelor’s degree in Human Resources, Education, Organisational Development, or a related field (or equivalent experience).
• Minimum 1 year of experience in training coordination or learning and development.
• Demonstrates self-confidence, personable & refined.
• High degree of professionalism with understanding of hotel operations and business acumen.
• Excellent reading, writing and oral proficiency in English.
• Strong working knowledge of digital tools, i.e. MS Office..
• Prior experience with LMS administration.
• Previous experience in training coordination.
• Strong interpersonal and training skills.
• Excellent communication and customer contact skills.
• Results and service oriented with an eye for details.
• Ability to multi-task, work well in stressful & high-pressure situations.
• Strong presentation, facilitation, and communication abilities.
• Analytical mindset with the ability to assess training effectiveness.
• A proactive, team-oriented approach with a passion for employee development.
• Experience with e-learning platforms and content creation tools.
• Knowledge of adult learning principles and instructional design methodologies.
• Familiarity with hospitality industry standards and best practices.
• Ability to create engaging and interactive training materials.
• Experience in measuring and evaluating training effectiveness.
• Strong project management skills.
• Proficiency in data analysis and reporting.