Reservations & Guest Relations Officer NGO Job CHAK

NGO Jobs. Christian Health Association of Kenya

Job description

Responsible for ensuring a warm, personal, and unforgettable stay for all guests, Responsible for managing guest reservations correspondence, internal reservations communication and overseeing guest stay to ensure a positive guest experience.

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Job Responsibilities

Reservations  

• Manage the Booking Process: Handle all reservation enquiries with speed and professionalism via phone, email, social media, and online travel agencies (OTAs). 
• Maintain Inventory: Update room availability, to maximise occupancy and revenue. 
• Maximise Revenue: Promote guest house packages and book additional services such as airport transfers. 
• Pre-Arrival Communication – Send booking confirmations, pre-arrival messages to welcome guests, confirm details, and gather any special requests (e.g., dietary needs, late arrival times). 
• Coordinate Internally: Ensure accurate communication of daily bookings to the F&B Team and the Housekeeping team – ensuring all guest requests are clearly communicated 

Guest Relations  

• Manage group arrivals – Ensure guest arrivals are well planned, accommodation and meeting room allocations done accurately and meeting groups well received and settled. 
• Personalise the Experience: Be the primary point of contact throughout the stay. Anticipate guest needs, and offer thoughtful, personalised touches to make their stay special. 
• Be the Local Expert: Provide knowledgeable, enthusiastic recommendations for local attractions and activities. Assist with making reservations, booking taxis, or planning their day. 
• Resolve Issues Gracefully: Handle any guest queries, concerns, or complaints with empathy, patience, and immediate action, ensuring a satisfactory resolution and maintaining the guest house’s reputation. 
• Manage Departures: Conduct a smooth and friendly check-out and liaise with reception to solicit feedback. 
• Undertake Sales & Marketing duties as maybe assigned from time to time. 

Job Requirements

• Minimum Diploma in Hotel & Catering Management, Hospitality, Tourism, Business Administration, or a related field.
• A bachelor’s degree in hospitality, Tourism, or Business Administration will be an added advantage.
• Minimum of 2–3 years’ experience in hotel reservations, front office operations, or guest relations.

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How to Apply

Click here to apply