Hospitality Guest Relations Officer Job Vacancy in Malindi, Kenya – Hospitality and Tourism

Job Description

Position: Hospitality Guest Relations Officer

Company: Sarova Hotels & Resorts

Location: Malindi, Kenya

Experience: 3-5 years

Education: Bachelor’s Degree in Hospitality Management

Employment Type: Full-time

Industry: Hospitality and Tourism

Department: Front Office

Vacancies: 1

Company Overview

Sarova Hotels & Resorts is a premier hospitality brand in East Africa, dedicated to providing world-class service and authentic African experiences. With a portfolio of luxury lodges and coastal resorts, we pride ourselves on excellence in guest satisfaction and cultural heritage. As a leader in the tourism sector, we offer diverse career opportunities in Kenya for professionals who are passionate about service excellence and luxury standards. Our commitment to sustainability and community engagement makes us a preferred employer for those seeking meaningful employment in Kenya.

We operate a wide range of properties that cater to international and local travelers alike. Our mission is to create unforgettable memories for every guest through personalized service and impeccable attention to detail. By joining our team, you become part of a legacy of hospitality that spans decades, contributing to the vibrant tourism industry that drives the local economy.

Job Overview

We are seeking a highly professional and charismatic Hospitality Guest Relations Officer to join our team in Malindi. This role is critical in ensuring that every guest experiences the highest level of personalized service from the moment they arrive until their departure. You will act as the primary point of contact for VIP guests, handling inquiries, managing special requests, and resolving any issues with grace and efficiency. This is a premier job vacancy in Kenya for individuals who excel in high-pressure, luxury environments.

The successful candidate will be responsible for enhancing the guest experience through proactive engagement and meticulous coordination with other departments. You will play a vital role in maintaining our reputation as a top-tier luxury resort. For more information on available roles, visit kenyajobsearch.com.

Key Responsibilities

• Act as the primary liaison for VIP and frequent guests to ensure all preferences are met.
• Coordinate with Housekeeping and Food & Beverage departments to facilitate special guest requests.
• Resolve guest complaints promptly and professionally to ensure high satisfaction scores.
• Provide detailed information about resort amenities, local attractions, and dining options.
• Maintain accurate guest profiles and preferences in the property management system.
• Assist in organizing special events and personalized excursions for guests.

Required Skills

• Exceptional verbal and written communication skills in English and Swahili.
• Strong interpersonal skills with a natural ability to build rapport with diverse clientele.
• Advanced problem-solving abilities and the capacity to remain calm under pressure.
• Proficiency in Property Management Systems (PMS) and Microsoft Office Suite.
• High level of emotional intelligence and cultural sensitivity.

Education

A Bachelor’s Degree in Hospitality Management, Tourism Management, or a related field is required. Professional certifications in Guest Relations or Luxury Service Standards are highly advantageous.

Experience

Candidates must possess a minimum of 3 to 5 years of experience in a front-office or guest relations role within a 4-star or 5-star hotel environment. Proven experience in handling high-net-worth individuals is essential for this position.

Benefits

• Competitive salary package commensurate with experience.
• Comprehensive health insurance and wellness programs.
• Duty meals and uniform allowance.
• Opportunities for international training and development.
• Performance-based annual bonuses.

Training

• Intensive luxury service standards training.
• Advanced Property Management System (PMS) workshops.
• Conflict resolution and emotional intelligence coaching.
• Cross-departmental operational training.

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Working Environment

The working environment is fast-paced, dynamic, and highly interactive. You will be working in a luxury resort setting, often outdoors or in elegant lobby areas, requiring a professional appearance and a positive attitude at all times. This role requires flexibility to work shifts, including weekends and holidays, to meet the needs of our international guests.

Application Process

Interested candidates who meet the above criteria should submit their updated CV and a cover letter through our official recruitment portal. Please ensure your application highlights your specific experience in luxury hospitality. For more job listings across the continent, visit moroccojobsearch.com.

Equal Opportunity Statement

Sarova Hotels & Resorts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, religion, gender, or disability. We are hiring in Kenya to build a team that reflects the diverse world we serve.