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
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.
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.
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.
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.
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.
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.
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
Bachelor's degree in Hospitality Management, Business Administration, or a related field.
3 - 5 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